INDUSTRY

Software & Technology

HEADQUARTERS

United States

Increase in logged and resolved tickets

150%

Positive survey feedback for Freshdesk 

88%

About Vistaar

Vistaar is a leading provider of price management solutions that enable companies to achieve pricing best practices through price analytics, price optimization, price list management and deal management. Vistaar’s technology transforms pricing and related operations into a strategic advantage for some of the world’s largest manufacturers, distributors and service providers. For these companies, Vistaar pricing solutions drive measurable price and margin improvements to deliver profitable growth and maximum shareholder value. Vistaar’s operations include offices across North America, Europe and Asia. 

 

Challenges

As a part of Vistaar’s customer engagement strategy and initiatives, a customer satisfaction survey was rolled out in 2017. Despite stellar CSAT scores in solution and implementation areas, the overall CSAT scores were being pulled down by usability issues in the customer ticketing system.

The existing ticket system’s usability was raised as a critical issue by several respondents. An overwhelming 70% of respondents were dissatisfied with the existing ticketing tool. 

CSAT apart, the lack of an intuitive and easy-to-use interface for the existing ticketing tool, led to customers trying to raise tickets using emails and phone calls. This in turn led to customer representatives, spending a significant amount of time creating and tracking tickets. This process was also responsible for lack of visibility to true SLA compliance metrics.  


Solution

Vistaar initiated a very detailed evaluation of all the leading ticketing tools available. After a very detailed evaluation which lasted almost three months, Freshdesk was selected as the preferred software of choice.
Vistaar’s Customer Success team was impressed by Freshdesk’s intuitive UX and features available out-of-the-box. The key reason for selecting Freshdesk was its ability to allow users to create tickets by sending an email, intuitive UI, quick configurability and support provided by Freshworks for the onboarding. Additionally, the APIs available to integrate with other internal tools were also key for the success of the initiative. These factors were critical for fast adoption and short time to go-live. 

 

Success
  • 88% of respondents were satisfied with Freshdesk on the subsequent customer satisfaction survey 
  • 150% increase in the number of tickets logged and resolved 
  • Ability to effectively measure SLA compliance and drive improvements
  • Improved productivity due to reduced manual effort for internal ticketing
  • Automated ticket creation for failure emails

“Freshdesk provides a great user experience for customers as well as our support agents. It helps us effectively measure true SLA compliance and drive improvements. Freshdesk provided excellent support through the onboarding and transition process.”

Vijay Parmar

Director, Customer Success

Vistaar