Case Study: Creditsafe achieves 90% resolution within eight hours and a 15% satisfaction boost with Freshservice

With Freshdesk and Freshservice, Creditsafe connected frontlines to back-end teams—achieving 90% resolution in 8 hours and a 15% satisfaction boost

Creditsafe, a global business intelligence provider, was struggling with an outdated ITSM system that created communication bottlenecks between customer support and technical teams, causing tickets to disappear between systems and limiting visibility during renewals. The company turned to Freshservice, alongside its existing Freshdesk setup, to replace the legacy process and improve support lifecycle visibility.

Freshservice connected Creditsafe’s frontlines and back-end teams through a unified workflow, better integrations, and improved automation. As a result, Creditsafe now resolves 90% of incidents within eight working hours and has seen a 15% increase in customer satisfaction, while also reducing escalations and improving reporting and issue resolution.

Creditsafe

Mark Hall

Engineering Director