Case Study: hhp achieves 33% faster response times and mobile freedom with Freshworks' Freshdesk

Hhp enjoys freedom with Freshdesk mobile apps

hhp, a leading European supplier of medical massage technology, struggled as it scaled across multiple countries: customer emails from sales, accounting and support all landed in one inbox, tickets couldn’t be tracked, SLAs weren’t enforceable, and agents missed or duplicated work. To modernize support and enable mobile field staff, hhp selected Freshworks' helpdesk product Freshdesk (including Freshdesk mobile apps) after integrating Google Apps across the company.

Mincko implemented Freshdesk with SSO, Google Calendar integration, automated ticket assignment, SLA rules, reporting and productivity automations, and Freshdesk’s mobile apps, while Freshworks’ support helped resolve setup issues via Google Hangouts. The change made operations far more efficient, letting hhp enforce SLAs and track KPIs; results included a 33% reduction in average response time, a 5% reduction in average resolution time, and an 11% increase in first-call responses.

hhp

Anja D'Haenens

Customer Service