Case Study: Nebu achieves faster ticket resolution and higher customer satisfaction with Freshworks' Freshdesk

How Freshdesk Helped Nebu Setup an Astute Helpdesk

Nebu, a Netherlands–based market research software leader, was struggling with an infeasible ticketing process—initially handled in Outlook and then with an in‑house system—that wasted time and resources as requests multiplied. After surveying vendors, Nebu selected Freshdesk from Freshworks to replace their homemade helpdesk and meet requirements across channels and multilingual support.

Freshworks implemented Freshdesk with features like a knowledge base, canned responses, customer happiness surveys, reporting and gamification, enabling Nebu’s 11 agents to resolve 6,436 tickets over 19 months. The Freshworks solution cut ticket volume through self‑service articles, sped up responses with canned replies, provided measurable metrics and higher customer satisfaction, and freed the team to focus on core product work.

Nebu

Wouter Eijben

Chief Service Officer