Aviolinx

“Freshdesk was the best value for money!”

Aviolinx is a world leader in the Airline Communications industry. Having started out providing communication services on HF radio in 1968, Aviolinx is now one of the globe’s largest communication service providers. They are the people who make the systems that keep you safe in the air. Their oldest product, Stockholm Radio is probably the most trusted service product in aviation history for dependable long range radio communication.

Aviolinx’s portfolio of customers include Etihad, Virgin Atlantic, Qatar Airways, Malaysia Airlines, Aeroflot, AirEuropa, British Airways, Air France and many other leading airlines of the world.

The Customer Support Challenge

Aviolinx has a three tier customer support process with Tier 1 being the customer facing team handling simpler tickets and Tier 3 being product experts resolving technical queries.

All support was being handled through phone and email. The process was protracted, and was clearly not scaling up with the tremendous growth of Aviolinx’s new products and ever increasing customer base.

Eliminating Customer Waiting Periods, and Frustration

Alec Farquharson, Senior Account and Product Manager at Aviolinx decided it was time to change. He commissioned a detailed review of the customer support process and identified that a lot of time was being wasted in replying to customers who wanted to know the status of their tickets, because everything was manual. He knew that with the right tool he could enable his customers to check the status of their tickets online without disturbing his support team.

Alec also knew that if he could notify customers by email whenever there is an update to their ticket, it would go a long way in keeping them informed and would also eliminate customer frustration. Alec and his team wanted a help desk tool that could do all this, was easy enough to setup themselves, and they wanted it now.

It lives up to it’s name... it’s very Fresh!

“We have been using Freshdesk live for a few weeks now and so far I have been impressed. I have looked at
other similar help desk software and in my view Freshdesk was the best value for money!”

-Alec Farquharson

The Freshdesk Experience

When the Aviolinx team used Freshdesk the first time, they were immediately impressed with its simple set up and functionality.

Within a few hours they were already pulling in customer support emails a tickets, and had setup Email Notifications and integrated the customer portal into their website.

The customer portal functionality has been a huge plus both from the help desk & customer point of view. Their customers love the ability to go online and check the status of their existing tickets.

Now after 4 months of using Freshdesk, Alec is seeing increased productivity in all his three tiers of support, as his team has found the new system incredibly simple and easy to use.

The switch to Freshdesk to manage their customer service has changed the way that customer support used to work at Aviolinx. From being cumbersome, layered & time intensive, it has been converted into a simple & straight forward process that the support team totally enjoys using.

When asked about features he had liked in Freshdesk, Alec said “Freshdesk had all our ‘must have’ functions and moreover, was accessible from a very fresh and easy to use GUI. I have looked at similar products and in my view, Freshdesk was the best value for money. This is exactly what we were looking for and it lives up to its name, it’s very fresh.”