Freshworks > Case Studies > CEQUENS Enhances Customer Support Experience with Freshdesk

CEQUENS Enhances Customer Support Experience with Freshdesk

Technology Category

Networks & Connectivity - 5G

Applicable Industries

Equipment & Machinery
Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Time Sensitive Networking

Services

System Integration

About The Customer

CEQUENS is a leading Communication Platform as a Service (CPaaS) provider based in Cairo, Egypt. The company serves over 500+ enterprises on a regional and global scale, providing omnichannel APIs and telecommunication solutions to enable businesses to communicate with their customer base worldwide. Some of the enterprises that CEQUENS caters to include SAP, HSBC, Google, SWVL, Careem, Telegram, among many others. The company was using a popular legacy solution to manage their customer support prior to their association with Freshworks.

The Challenge

CEQUENS, a leading Communication Platform as a Service (CPaaS) provider based in Cairo, Egypt, was facing significant challenges with their legacy customer support tool. The outdated user interface and limited functionality of the tool made it difficult for the 29-member support team to manage tasks efficiently. Cross-team collaboration was a major hurdle, with customer queries requiring engineering help leading to constant follow-ups and multiple phone calls by the support agents. This impacted their productivity and their ability to adhere to tight deadlines and Service Level Agreements (SLAs). As the company was scaling its business and operations, they were looking to adopt other communication channels apart from email and phone. They needed a helpdesk solution that could consolidate customer messages from diverse channels into a unified inbox. Additionally, the lack of a robust and intuitive customer-facing portal was a major bottleneck. They wanted customers to be able to access a portal where they could find knowledge base articles, FAQs, and more information easily.

The Solution

CEQUENS adopted Freshdesk as their new customer support tool, which brought about significant improvements in their day-to-day support operations. The transition to Freshdesk was smooth and quick, with all ticket data and customer information migrated within three days. The Freshdesk onboarding team provided personalized help, making the transition process seamless. The new tool was well-received by the support agents, who appreciated its user-friendly interface and responsiveness. Freshdesk's automation and collaboration features digitalized their internal helpdesk operations and reduced manual work significantly. The tool also improved important customer service metrics like their first contact resolution (FCR) and SLA percentage. The FCR saw a major jump from 29% to 70%, and the average first response time was reduced to just 3 minutes. Freshdesk also provided a self-service portal that was well-received by customers. The portal allowed customers to view their own tickets, understand who's working on them, the status and priority of the requests, and much more. Freshdesk also made it easier for CEQUENS to collect customer feedback through customer satisfaction surveys.

Operational Impact

The implementation of Freshdesk brought about a significant positive impact on CEQUENS' day-to-day support operations. The tool's user-friendly interface and responsiveness were appreciated by the support agents, leading to an improvement in their productivity. The automation and collaboration features of Freshdesk digitalized their internal helpdesk operations, reducing manual work and eliminating the need for constant follow-ups and phone calls. The tool also improved their ability to adhere to SLAs. The self-service portal provided by Freshdesk was well-received by customers, making it easier for them to access information and track their requests. Freshdesk also made it easier for CEQUENS to collect customer feedback, allowing them to measure their customer satisfaction percentage with more confidence. The tool also facilitated the transition to remote work during the Coronavirus crisis, with the support agents facing no issues in working from home and managing customer problems.

Quantitative Benefit