Case Study: Aviolinx achieves faster, frustration-free support with Freshworks (Freshdesk)

Aviolinx Eliminates Customer Waiting Periods and Frustrations

Aviolinx, one of the world’s largest airline communication providers based in Sweden, was struggling to scale customer support as its product range and customer base grew. Their three-tier phone-and-email process left customers waiting for ticket updates and agents wasting time on status calls. To modernize and streamline support, Aviolinx selected Freshworks’ Freshdesk helpdesk solution.

Freshworks implemented Freshdesk, adding email notifications, a customer portal integrated into Aviolinx’s website, and a simplified ticket workflow. Within a month Aviolinx reported increased productivity across all three tiers, elimination of routine status calls, and a marked reduction in customer waiting periods and frustration—customers experienced faster, more responsive support while agents reclaimed significant time.

Aviolinx

Alec Farquharson

Senior Account and Product Manager