Case Study: G.M. Tour & Travel saves 85,000 man-hours and boosts support productivity with Freshworks (Freshdesk)

Freshdesk saves G.M. Tour & Travel 85,000 man-hours

G.M. Tour & Travel, Thailand’s leading wholesale travel agency, faced growing pains as its email-based support (managed via a shared Outlook inbox) became overwhelmed by rising ticket volumes. With no SLA tracking, limited reporting, poor prioritization and manual distribution of emails, agents worked extra hours and some customer requests went unanswered—so the company turned to Freshworks' Freshdesk for a structured helpdesk solution.

Freshworks implemented Freshdesk to centralize tickets, assign agents, apply SLA management, use canned responses and Dispatch’r rules, and extend support to social channels like Facebook. The result: dramatically improved agent productivity, inbox clutter was eliminated, a five‑agent team handled 1,000+ queries per day, and G.M. Tour & Travel reported a total time savings of 85,000 man‑hours, enabling faster responses and stronger customer service.

G.M. Tour & Travel

Narissara

Digital Marketing Manager