Case Study: Synpulse achieves 75% customer satisfaction with Freshservice (Freshworks)

Synpulse Strengthens It Support Infrastructure and Achieves 75% Customer Satisfaction With Freshservice

Synpulse, a 21-year-old global management consulting firm in financial services, faced an ad hoc IT support environment with manual ticket handling, no SLA management, no issue tracking or records, and slow resolution times. To stabilize their support workflows and enable remote, cloud-based access, Synpulse evaluated ITSM options and selected Freshworks’ cloud ITSM product, Freshservice, to provide an intuitive, customizable service catalog and automation.

Freshworks implemented Freshservice to introduce automated workflows, customizable forms, knowledge management and SLA notifications, enabling self-service and faster triage. The solution raised Synpulse’s customer satisfaction from 40% to 75% and improved first-call resolution from 2–3 days to 24 hours, while also providing feedback capture, stronger IT support infrastructure and faster product issue resolution through Freshservice and the Freshworks support team.

Synpulse

Rome Orofeo

IT Support Specialist