Case Study: Marineparts Finland achieves scalable customer support and faster sales response with Freshworks

How Marineparts Is Scaling Up Their Customer Support and Sales Using ‘the Best Tools Available

Marineparts Finland, a Finnish logistics company that supplies aftermarket boat parts, needed to scale customer support and sales to maximize responses to inbound queries after outgrowing a standard cloud PBX. They evaluated several options and chose Freshworks’ customer engagement suite—using Freshcaller and Freshdesk (Freshworks 360)—to modernize call routing, unify support channels, and give agents easier-to-use tools for sales and support.

Freshworks implemented an integrated Freshcaller–Freshdesk solution with features like warm transfer, missed-call-to-ticket conversion, automatic call recording and callbacks; sales and support teams convert complex calls into tickets and return calls, eliminating the transfer “gap” and ensuring missed calls become action items. As a result, Marineparts Finland improved customer experience, increased callback handling and streamlined global call routing so teams can respond more quickly and retain more sales opportunities using Freshworks as their unified platform.

Marineparts Finland

Jonathan Gustafsson

Chief Operations Officer