Case Study: Bridgestone slashes average ticket age by 97% with Freshworks (Freshdesk)

Bridgestone Slashes Average Ticket Age by 97% With Freshdesk

BridgeStone, a global tire manufacturer headquartered in Tokyo, faced a siloed, manual support setup—shared inboxes, no searchable documentation, poor cross‑region collaboration, no self‑service, manual ticket assignment, and no integration with its internal applications. After evaluating options, BridgeStone chose Freshworks’ Freshdesk to provide a scalable, unified support platform that could document knowledge, automate routing, and integrate with its digital products.

Using Freshworks’ Freshdesk, BridgeStone rolled out a unified helpdesk, a ~500‑article knowledge base and forum, in‑app support widgets, phone and Azure DevOps integrations, and automation for SLA enforcement and auto‑assignment. The outcome: average ticket age dropped by 97%, 35+ hours saved per month from automation, 1000+ tickets handled monthly, first response times under 15 minutes, and 91% SLA compliance—significantly improving routing, collaboration, and measurable support performance.

BridgeStone

Luke Gaspar

Field Engineer