Case Study: Centro Global Solutions achieves over 90% first-call resolution with Freshworks (Freshservice)

Freshservice Helps Centro Global Solutions Achieve Over 90% First Call Resolution

Centro Global Solutions, a multinational boutique provider of customer contact and business process outsourcing, faced a limited in‑house ITSM tool that funneled most requests through email, overburdening the team inbox and driving down CSAT. After evaluating several options, Centro GS selected Freshworks’ Freshservice for its user‑friendly experience and broad ITSM feature set.

Using Freshworks’ Freshservice, Centro GS deployed a Service Catalog, 100+ Knowledge Base articles, Change and Problem Management, and the mobile app to drive self‑service, eliminate email ticketing, automate ticket distribution, and centralize change control. The two‑week implementation cut wait times from 1 hour to 15 minutes max, raised first call resolution to >90%, increased self‑service to 70–80%, improved CSAT to 85–90%, and lifted SLA compliance to >95%.

Centro Global Solutions

Abey El Sayed

Centro Command Center Manager