Case Study: Scandinavian Design Center achieves 54% faster response times (cut from 15 to 7 hours) with Freshworks

Scandinavian Design Center - Customer Case Study

Scandinavian Design Center, a global e‑retailer of Scandinavian home decor serving customers in 70 countries, was struggling with slow, fragmented support processes: agents relied on Citrix, MS Office/Outlook and NAV, leading to frequent downtimes, growing overdue ticket backlogs and declining customer satisfaction. To modernize support they evaluated cloud options and chose Freshdesk from Freshworks.

Freshworks implemented Freshdesk, integrating it with Google Apps to provide a quick, web‑based setup with multilingual support, automated ticket assignment and SLA tracking across time zones. The cloud solution delivered high stability (under one hour of total downtime in a year), cut average response time from 15 to 7 hours, increased tickets resolved from 1,727 to 2,557 (a 48% rise) and achieved on‑time resolution rates of 94%, substantially improving agent efficiency and customer satisfaction.

Scandinavian Design Center

Jörgen Bödmar

Founder & CEO