Case Study: Decathlon achieves 82% customer satisfaction with Freshworks' Freshdesk

Freshdesk Helps Decathlon Achieve 82% Customer Satisfaction Rating

Decathlon India, the local arm of the world’s largest sports goods retailer, faced growing pains from rapid expansion: reliance on email led to missed tickets, unstructured follow‑ups, no way to measure agent productivity or collect customer feedback, and difficulty monitoring request status. To address these challenges Decathlon chose Freshdesk from Freshworks as its ticket management and CRM solution.

Freshworks implemented Freshdesk and integrated it with Decathlon’s internal CRM and multiple channels (chat, email, phone, Facebook), adding reporting, Notes, CSAT surveys and an in‑store touchscreen feedback pilot. The result: customer satisfaction rose to 82% (from ~50%), first‑call response time improved from 87 to 61 minutes, resolution SLA increased from 79% to 92%, and monthly ticket volume grew from 326 to 5,647 (≈1,700% increase) while maintaining >90% SLA—enabling better agent monitoring, faster follow‑ups and measurable performance incentives.

Decathlon

Vijoy Nair

User Happiness Lead