Case Study: 360training.com achieves 80% customer satisfaction and 100% ticket logging with Freshdesk

Texas based E learning company finds Freshdesk straight forward and easy to use

360training.com, a Texas‑based e‑learning provider serving over 1,500 partners and more than 3 million learners, faced chaotic, hard‑to‑measure customer support. With roughly 650 tickets a day (58% via phone), 40 agents, and limited ticket logging and reporting, the company struggled with long call queues, poor visibility across channels, and no reliable automation or root‑cause insight.

By adopting Freshdesk, 360training.com began logging 100% of contacts as tickets and gained real‑time visibility into queue, ring, and hold times, plus reliable first‑call‑resolution tracking (including reopened tickets). Implementation was quick, agents required minimal training, and gamification boosted engagement. Within a year customer satisfaction rose from ~60% to 80%, agent productivity and utilization improved, and the support operation became far more organized and data‑driven.

360training.com

Craig Douglas

Sr. Director of Operations