Case Study: aNewSpring achieves streamlined multi-channel support and faster ticket resolution with Freshworks’ Freshdesk

Anewspring Uses Freshdesk to Streamline Multi Channel Support

aNewSpring, a Rotterdam‑based SaaS learning management system, faced a messy ticketing process that cost time and led to lost customer requests because their previous system only converted emails to tickets. Seeking a fully integrated, multi‑channel helpdesk, they evaluated options and chose Freshworks’ Freshdesk to centralize and streamline support.

Freshworks implemented Freshdesk with multi‑channel routing, automations, community forums and reporting, enabling agents to track all inquiries in one place and reduce manual juggling of tools. The solution improved organization and resolution speed, increased the company’s positive rating from 87% to 94%, and reduced lost tickets and time spent on ticket management.

aNewSpring

Stefan van den Tol

Service Manager