Case Study: Tervis Tumbler achieves scalable support, faster ticket resolution, and customer delight with Freshdesk

Tervis Tumbler Delivers Customer Delight with Freshdesk

Tervis Tumbler Company is a 73-year-old American drinkware manufacturer known for insulated tumblers and licensed branded drinkware. Rapid product and customer growth exposed limitations in their rigid helpdesk: agents had to bounce between multiple applications, Support and Returns teams lacked visibility, and ticket resolution was slow and unscalable during peak seasons.

Tervis migrated to Freshdesk to unify channels and tickets, leverage an intuitive UI, robust APIs, and integrated chat, providing a scalable, cost-effective platform for their 20–35 person support operation. Eight months after implementation they saw faster ticket resolution, improved inter-team collaboration, higher customer satisfaction, and a more efficient, sustainable support experience.

Tervis Tumbler

Andrew Miller

IT Director