Case Study: Saavn achieves 65% backlog reduction and 71% faster resolution with Freshworks' Freshdesk

Saavn Sees a Huge Reduction in Backlog Tickets by 65%, With Freshdesk

Saavn, the leading music and audio streaming service for Indians and South Asians with over 22 million monthly active users, faced the challenge of managing very high support volumes and extracting actionable customer insights with a lean, 24/7 Audience Experience team. To replace Desk.com and scale support operations, Saavn implemented Freshworks' Freshdesk to centralize conversations, capture feedback and reduce ticket backlog.

Using Freshworks' Freshdesk — leveraging automation, tags, reporting and bulk email — Saavn now handles roughly 15,000 tickets a month and has sharply improved support performance. Since deploying Freshdesk, Saavn reduced average resolution time by 71%, increased adherence to SLAs by 37% and cut backlog tickets by 65%, while enabling weekly reporting and data-driven product and marketing decisions.

Saavn

Esha Savla

Head of Audience Experience