Case Study: LM IT achieves improved resource utilization and faster ticket resolution with Freshworks (Freshdesk)

Freshdesk ensures effective resource utilization at LM IT with a three-tier support system

LM IT, a Germany‑headquartered IT services firm supporting customers across 30 countries, struggled with no formal ticketing system—relying on Outlook—which caused poor ticket tracking, inadequate reporting, no SLA records, and costly over‑escalation to the development (tier‑3) team. To address these challenges they implemented Freshworks’ Freshdesk to replace email‑based support and standardize their three‑tier support process.

Freshworks implemented Freshdesk with features like parent‑child ticketing, Dispatcher/Supervisor/Observer rules, canned responses and customizable reporting, enabling proper ticket allocation, faster repeat‑issue resolution, and clear SLA tracking. As a result, 18 agents now use the system, First Call Resolution sits at 80% and Resolution SLA at 81%, escalations to tier‑3 have dropped significantly, reporting that once took an hour now takes 2–3 minutes, and LM IT reports measurable productivity, time and cost savings.

LM IT

Mile

Support Process Manager