Case Study: SB Wire achieves nearly 50% faster ticket resolution with Freshworks' Freshdesk

SB Wire’s resolution time has gone down by almost 50 % using Freshdesk

SB Wire, a PR and communications company founded by Daniel Jones that serves thousands of small and medium businesses worldwide, struggled with delayed and “lost” support requests, no effective tracking, and duplicated inquiries across email and social channels. To solve this, SB Wire chose Freshworks’ Freshdesk to provide an easy-to-use, integrated support platform with a knowledge base and simple ticket management.

Freshworks’ Freshdesk centralized multi-channel support, introduced single sign-on and an integrated knowledge base, and streamlined ticket routing and management — cutting SB Wire’s ticket resolution time by almost 50%. The solution’s ease of use, straightforward pricing and improved workflows boosted agent productivity and customer satisfaction, delivering measurable operational gains.

SB Wire

Daniel Jones

SB Wire