Reducing Response Times with Freshworks: Support Operations Simplified for a Growing Consumer Brand

Location
Mumbai

Domain
Health and Beauty Sector

Solutions Offered
Freshworks’ Freshdesk

Overview:

The client is a well-established player in the health and beauty sector; they manufacture and sell aloe vera-based drinks, nutritional supplements, and personal care products. Operating under a direct selling model, their distribution network is growing along with an increasingly large customer base. Their brand is known for its commitment to quality and customer satisfaction.

Challenges:

The major challenge for the client was managing the high volume of customer and distributor support requests. They were heavily relying on their existing process of handling emails and phone calls manually, which was no longer sustainable

Key issues included:

Delayed responses and resolutions
Lack of visibility into ticket status and team accountability
Inability to measure support team performance
No centralized platform for knowledge sharing or reporting

These challenges affected the efficiency of the support team and the overall customer experience.

Implementation Challenges:

The client’s digital transformation had certain obstacles:

Resistance to change. Employees were used to the manual process.
Training. An in-depth training was needed for the support team on the new platform
Data Migration. All the ongoing issues and historical data needed to be migrated to Freshdesk
System compatibility. Ensuring that the new system aligns well with the existing business workflow and policies

Solution:

To counter these challenges, we adopted Freshworks’ Freshdesk as a centralized customer support helpdesk. The implementation was done in phases, with a heavy focus on training and workflow alignment.

Key Solution Highlights:

Automatic ticketing and SLA-driven workflows to make sure queries are resolved on time
Reporting & dashboards for tracking in real-time
A Centralized Knowledge base was created to improve self-service and avoid duplicate queries

Results & Impact:

After the successful deployment of Freshdesk, our client observed significant improvements:

Faster response and resolution times
Improved customer and distributor satisfaction
Greater transparency and accountability within support teams
Reduced workload through automation and self-service options

By opting for Freshworks (Freshdesk), our client successfully revolutionized their customer support operations. Network Techlab’s expert suggestions and solutions not only resolved their existing inefficiencies but also laid the foundation stone for scalable, data-driven support services. This case demonstrated how Network Techlab’s digital transformation solutions can help drive real business value in fast-growing, customer-centric sectors like health and beauty.