Case Study: Synpulse achieves 75% customer satisfaction and strengthens IT support infrastructure with Freshservice

Synpulse strengthens IT Support infrastructure and achieves 75% Customer satisfaction with Freshservice

Synpulse is a 21-year-old management consulting firm headquartered in Singapore that serves financial services and other industries. Its IT support was ad hoc and manual—requests were raised and resolved without records, SLAs were unmanaged, issues were hard to track, and resolution times were slow—so the team sought a cloud-based ITSM solution to stabilize support workflows and improve service management.

After evaluating ServiceNow, Jira and Zendesk, Synpulse implemented Freshservice for its cloud availability, easy GUI, customizable forms, automation and knowledge-management features. The new system strengthened the IT support infrastructure, introduced SLA notifications and feedback capture, and enabled self-help via community forums; first-call resolution improved from 2–3 days to 24 hours and overall customer satisfaction rose from 40% to 75%.

Synpulse

Rome Orofeo

IT Support Specialist