Case Study: TeleResult achieves faster response times and unified customer history with Freshworks' Freshdesk

Teleresult Improves Customer Experience With Freshdesk

Teleresult, an Australian telecommunications consulting agency serving 2,000+ clients (including the NSW Government), struggled to consolidate customer history and manage a constant influx of enquiries across a 30‑agent team. To handle roughly 15,000 tickets per month and ensure SLA commitments, Teleresult evaluated service management tools and selected Freshworks’ Freshdesk to capture and track all service data on a single platform.

Using Freshworks’ Freshdesk, Teleresult implemented centralized ticket logging, SLA/prioritization, a custom rule to automatically reopen stale tickets after five days, and an integration with its Telecontrol expenses system. The Freshdesk deployment removed manual report-building, improved visibility into response times and customer journeys, and increased team productivity while reliably processing 15,000 monthly tickets and improving follow‑up and service consistency.

Teleresult

Alex Nadeau

Senior Client Manager