Case Study: BannerBuzz unifies multichannel customer support and streamlines call handling with Freshworks

How BannerBuzz found a customer service platform that helps them support all their channels

BannerBuzz, an eCommerce signage company operating in seven countries with about 450 employees, faced a multichannel support challenge: email and knowledge-base workflows were on a helpdesk, but phone support ran on physical lines and agents tracked calls in Excel. Needing a call-center solution that integrated with their CRM and helpdesk, BannerBuzz evaluated several vendors and chose Freshworks’ Freshcaller for its seamless Freshdesk integration and unified communication promise.

Freshworks implemented Freshcaller (integrated with Freshdesk), enabling 60 inbound and outbound agents to handle 20,000+ calls a month (about 100,000 minutes) directly from the browser. Freshcaller replaced Excel-based note-taking with searchable call notes tied to customer profiles, centralized calls, chat and email, and eliminated the need for physical phones—improving data access, agent efficiency, and omni-channel support.

BannerBuzz

Tarang Desai

Team Manager