How inMusic freed its musician-agents to do what they do best
Freshworks helped inMusic unify global support, connecting customers with the experts who truly know the gear
When your support agents are musicians, producers, and DJs themselves, they bring something no training manual can teach: genuine expertise and passion for the products they support. That was inMusic's secret weapon—but it was trapped inside isolated regional teams.
As the company grew to over 20 music technology brands including Akai Professional, Moog, and Denon DJ, teams were stuck operating in silos, managing inquiries through Outlook inboxes with no way to share knowledge or leverage their distributed talent. Leadership had no visibility into what was working, and emails piled up faster than even the most dedicated team could handle.
After implementing Freshdesk, inMusic's leadership made bold structural changes: reorganizing from territorial teams into specialized tiers, creating a dedicated Customer Champion role focused on quality analysis, and integrating tools like Jira and Maestro to surface trends and streamline workflows.
Freddy Copilot's AI features helped eliminate redundant work during ticket handoffs, freeing agents to focus on complex troubleshooting and building out the knowledge base.
The transformation delivered. First response times dropped 87%, from 76 hours to just 10. Customer satisfaction climbed to 85% on average, peaking at 90%. And the global restructure—made possible by unified data and reporting—saved over $500,000 in operational costs.
Read the full case study here.
