Case Study: Bridgestone achieves unified multichannel support and faster SLA-driven responses with Freshworks (Freshdesk)

Freshdesk Helped Bridgestone Set Up an Intuitive Helpdesk

BridgeStone, the world’s largest tire manufacturer, faced outdated ticketing (Outlook/phone), lack of multichannel support and low customer satisfaction for its 15-agent back-office team handling ~95–100 tickets daily. To modernize support, they selected Freshdesk from vendor Freshworks (introduced via French reseller Cirruseo) as their new helpdesk platform.

Freshworks implemented Freshdesk’s customizable web portal with multichannel integration, SLAs, reporting, gamification and customer satisfaction surveys. In the first 150 days the team solved 4,000+ tickets, achieved ~95% SLA compliance, sped up responses across departments and boosted agent productivity and measurable customer happiness.

BridgeStone

Christophe Tomborski

Back Office Manager