Breaking silos, building trust: Creditsafe’s support revolution

Too often when customers reported issues to Creditsafe's support team, their tickets would vanish into what Mark Hall, Engineering Director, Service Delivery at Creditsafe, calls "a black hole" between systems. This communication breakdown was threatening customer relationships and renewal opportunities.

As a longtime Freshdesk user since 2017, Creditsafe naturally turned to Freshworks when its outdated ITSM solution became a barrier to growth. By bridging customer-facing and technical teams with Freshservice, Creditsafe, which provides credit reports for millions of businesses worldwide, transformed its entire service delivery model.

After implementing Freshservice alongside their existing Freshdesk solution, Creditsafe established a unified workflow that dramatically improved visibility across their support lifecycle. The results: 90% of incidents now resolve within eight working hours and customer satisfaction has improved by an estimated 15%, enabling better customer experiences and more informed business decisions.

The company

Founded in the UK, Creditsafe provides data-driven insights to over 430 million businesses around the world, helping them assess risk and make informed decisions. With approximately 500 employees distributed across global locations including Cardiff, Hyderabad, France, Germany, and Scandinavia, they serve businesses worldwide with credit report solutions.

The challenge

Creditsafe's previous ITSM solution had become increasingly problematic. "It was archaic," says Hall. "The interface was unintuitive; people literally didn't want to log in every day because it was that sluggish."

This outdated system created significant challenges:

• Limited integration with Freshdesk created a "black hole" between customer support and technical teams, with tickets disappearing and customers waiting for responses

• Lacking a workflow between systems, teams relied on email for issue resolution, with no escalation management

• Account managers lacked visibility into customer support issues during renewal conversations

• The product-to-support cost ratio couldn't be measured, making it impossible to evaluate product profitability

"We were ending up with dissatisfied customers and support teams because there was no way to properly prioritize or escalate tickets through the system," notes Brian McGeough, CIO of Creditsafe.

The solution

After evaluating options including ServiceNow, Creditsafe selected Freshservice, powered by AWS, for its seamless integration with Freshdesk, modern interface, and cost-effectiveness. A six-week proof of concept gave the team confidence to proceed with self-implementation.

"We had six weeks in a trial environment with Freshservice to really get to grips with what the capabilities were," says Hall. "That gave us a lot of confidence that we were going to get a good amount of what we're expecting."

The integration connected their Freshdesk customer support system with backend development teams through Freshservice, creating a unified workflow that improved visibility across the entire support lifecycle.

Creditsafe's onboarding and offboarding workflows were partially automated before the migration to Freshservice. This was achieved by an in-house developed integration between the previous ITSM toolset and Human Resources systems. Switching to Freshservice for this integration was simple and created additional automation opportunities that will enable further efficiencies soon. Benefits we have already seen include enhanced reporting and exception handling. Collectively, these result in fewer escalations and better visibility of pain points that can be addressed by process re-engineering or training.

The company has also begun piloting Freddy AI tools, including Freddy AI Copilot and Freddy AI Agent, with agents using auto-resolution notes, auto-categorization suggestions, and summarization capabilities.

Impact

The unified workflow between Freshservice and Freshdesk has eliminated the communication gaps that once plagued Creditsafe's support operations. With clear visibility across systems, the company now delivers markedly improved service:

• 90% of incidents and service requests are now resolved within eight working hours

• Customer satisfaction has improved by an estimated 15%

• Improved search capabilities enable faster issue resolution through access to previous solutions

• Integration with Azure DevOps has enhanced workflow efficiency and bug resolution time

• Major incident processes have been consolidated, eliminating two third-party tools

"One of the things we strive for is knowing the customers better than they know themselves," says CIO McGeough. "The integration between Freshdesk and Freshservice gives us much-needed visibility into the entire support lifecycle, which is crucial for understanding customer pain points and greatly improve our customer support experience."

Looking ahead, Creditsafe is considering expanding Freshservice beyond IT to other departments like Sales Operations and HR, further unifying their service management approach across the organization.