Case Study: Wisby achieves seamless international phone support and rapid call center setup with Freshdesk (Freshworks)

Wisby Delivers Seamless Support International Phone Support With Freshdesk

Wisby, a UK-based services company supporting telemedicine and eCommerce with over 300 staff, faced decentralized communication, a clunky VoIP phone system and complex international calling that left patients unable or unwilling to return missed calls. Seeking a modern, centralized support platform, Wisby evaluated options and adopted Freshdesk from Freshworks to replace Outlook and their traditional telephony.

Freshworks implemented Freshdesk’s integrated email and phone channels (IVR, browser-based calling, call recording and local numbers), letting Wisby spin up a new call center in about 15 minutes instead of several days. The change enabled 30 agents to handle 5,621 tickets per month more efficiently—reducing misdials, allowing remote callers to respond via local numbers, and giving agents instant access to recordings and histories—delivering measurable speed and productivity gains for Wisby.

Wisby

Huzefa Motorwala

Wisby