How Creditsafe eliminated the "black hole" between teams
Freshworks integration connects customer-facing and tech teams, boosting resolution rates to 90% in 8 hours
When customers reported issues to Creditsafe's support team, their tickets would often vanish into what Mark Hall, senior manager of service delivery, calls "a black hole" between systems.
Customer-facing teams couldn't see what technical teams were doing, and vice versa. For a company providing credit reports to 430 million businesses worldwide, these communication breakdowns were threatening customer relationships and renewal opportunities. As a longtime Freshdesk user since 2017, Creditsafe turned to Freshworks when their outdated ITSM solution became a barrier to growth.
By bridging Freshdesk and Freshservice, Creditsafe transformed fragmented operations into unified service delivery:
The breakdown they inherited:
Legacy IFS Assyst ITSM solution was "archaic" with unintuitive interface that teams "literally didn't want to log in" to use
Poor integration between customer support teams and technical teams led to missed tickets and dissatisfied customers
Account managers lacked visibility into customer support issues during crucial renewal conversations
Freshworks brought a solution:
Seamless integration between Freshdesk and Freshservice connects customer support with backend development teams
Six-week proof of concept gave the team confidence for successful self-implementation in just 8 weeks total
Unified workflow that dramatically improved visibility across the entire support lifecycle
Outcomes:
90% of incidents and service requests now resolve within eight working hours
15% increase in customer satisfaction through streamlined communication and faster resolution
Major incident processes consolidated, eliminating two third-party tools while improving efficiency
Now when customers report issues, nothing disappears into a black hole—instead, Creditsafe has complete visibility from initial contact through final resolution, enabling better customer experiences and more informed business decisions.
Read the full story here.
