How Brazil’s Copastur hits 95% customer satisfaction

Copastur, a Brazilian-based corporate travel management and technology company, offers its clients custom tech solutions that smooth out the wrinkles of traveling, such as expense management and hotel sourcing. 

In 2018, amid rapid business growth, the company launched an internal support team to help clients with these custom offerings. But Copastur’s existing service desk solution wasn’t functional or scalable enough to meet the demands of clients and employees. The company sought a new platform capable of efficiently managing support tickets without slipping on service level agreements (SLAs).

With Freshworks, Copastur has a single, easy-to-use solution to manage both in-house and external support tickets. Freshservice and Freshdesk have allowed Copastur to achieve a 95% customer satisfaction rate, efficiently manage over 8,000 support tickets per month, and easily implement automated workflows, improving operational efficiency, scalability, and the user experience.

The company

Founded over 50 years ago, Copastur is a Brazilian travel management company providing travel, event, and benefits consultancy services to over 800 corporate customers. The company also offers custom technology solutions—such as online booking tools and mobile apps for travelers—to enhance the booking process, simplify expense management, and ensure travel policy compliance. 

The challenge

In 2018, Copastur was at a crossroads. The IT department was grappling with an outdated service desk solution that couldn’t keep pace with the growing volume of support tickets from employees and clients. This led to delays in resolving issues and SLA breaches, causing dips in employee productivity and customer satisfaction.

It became clear that Copastur needed a more modern, scalable service management platform that could streamline ticketing and automate routine tasks. Any solution had to support both external customers and the growing internal workforce, ensuring timely and effective IT support across the board.

The solution

Copastur launched a pilot of Freshdesk in the two IT teams responsible for providing support to Copastur’s tech customers, starting with 20 agents trialing the platform, deployment kicked off in product support. Customer-facing IT teams soon saw improved efficiency and SLA compliance, and expansion into other IT functions was a natural next step.

Today, Freshworks has become the backbone of the entire IT function. Freshdesk, built on Freshworks Neo Platform and powered by AWS, supports the technology needs of the company’s external customers while Freshservice serves the company’s 1,200 employees in Brazil. Freshworks’ user-friendly IT service catalogs and self-service portals make it easy for employees and customers to request IT support. 

According to Flaviane Moraes, the company’s former innovation technology manager, Copastur also relies heavily on Freshservice to automate repetitive tasks and manual workflows, using Workflow Automator to create over 40 automated processes, improving SLA compliance and user satisfaction.

Impact

With 110 agents now using Freshworks to resolve over 8,000 support tickets each month, Freshworks has helped Copastur improve IT service delivery in-house and bolster support for tech customers. Faster, more consistent IT support workflows have led to improved SLA compliance, contributing to a 95% customer satisfaction rate and increased employee satisfaction. With a vision to provide a unified service delivery experience to its employees, Copastur is exploring extending Freshservice beyond IT to teams such as HR and legal.