Case Study: Thai Union Europe achieves streamlined, faster customer support with Freshworks' Freshdesk

How Thai Union Europe uses Freshdesk to streamline customer support

Thai Union Europe, a leading ambient seafood company based in Paris, faced support challenges handling 600–700 tickets per month with a 30-agent team while relying on three separate, costly and poorly integrated tools that increased resolution time and confused agents. To simplify operations they selected Freshworks’ Freshdesk as their helpdesk solution, leveraging multi-channel support, automations and reporting to address excessive resolving time and tool complexity.

Freshdesk was rolled out quickly and delivered measurable impact within 30 days: the team began resolving about 50 tickets per day, routed 30% of tickets automatically, and achieved an average response time of 1 day and resolution time of 2 days. Freshworks’ Freshdesk also provided a knowledge base and detailed reporting that helped the team eliminate root causes, reduce operational overhead and improve overall support efficiency.

Thai Union Europe

Romain Deguitre

Service Desk Manager