Case Study: Applian Technologies achieves 40% improvement in SLA compliance with Freshworks' Freshdesk

Applian Technologies improves SLA compliance by 40% using Freshdesk

Applian Technologies, a US-based software company serving ~700,000 paying customers, struggled with a complex, costly support tool and the overhead of maintaining many product-specific portals. Needing a simpler way to deliver multi-product self-service and reduce maintenance, Applian evaluated alternatives and selected Freshworks’ Freshdesk to replace their prior system.

Using Freshdesk, Applian implemented 18 product-specific support portals with individual knowledge bases, leveraged features like agent collision detection and a cleaner UI, and streamlined onboarding for their distributed team. The Freshworks solution reduced cost and maintenance effort and delivered measurable results: SLA compliance improved by about 40% (41%), average ticket resolution time dropped by 25%, and the resolved-to-received ticket ratio reached 43%.

Applian Technologies

Debbie McCormick

Director of Technical Support Systems