Case Study: Trapeze Group reduces ticket volume by 40% and achieves over 75% CSAT with Freshworks (Freshservice)

Trapeze Reduces Ticket Volume by 40% and Achieves Csat Score of Over 75% With Freshservice

Trapeze Group, a Canadian provider of scheduling and dispatch software for transportation agencies, faced an outdated helpdesk after a business split: limited/customizable reporting, no CSAT tracking, no customer-care portal, and a need for a cloud-based, easy-to-deploy solution. To address these gaps they selected Freshworks’ IT service management product Freshservice.

Freshworks implemented Freshservice with 24x7 email and 24x5 phone support, a self-service portal, FAQs/Knowledge Base, service catalogues and reporting; this enabled SLA tracking and quantified agent work. The result: ticket volume fell ~40% (from ~1,000 to ~600/month), Knowledge Base drove a further 15% reduction, CSAT rose to over 75%, recurring-issue resolution time dropped from 10 to 5 hours, average agent time per ticket fell from 9 to 4 hours, and Level 1 service request completion reached 75%.

Trapeze Group

Anuj Johri

IT Manager