TaylorMade swings into efficiency with Freshworks' AI-powered IT support

TaylorMade's IT team leveraged Freshworks' AI to streamline support and automate workflow, achieving 90% SLA adherence

Khyati SehgalCustomer marketing lead, Freshworks

Jul 22, 20241 MINS READ

Imagine Tiger Woods lining up a putt for victory, only to find his clubs replaced by a mountain of paperwork. That was TaylorMade IT during its e-commerce surge. Spread across 12 time zones, its manual ticketing system was a nine-iron when the team needed a full bag of clubs to handle its support requests.

TaylorMade turned to Freshservice to centralize all IT processes, allowing for better visibility and agent collaboration. Caddy, TaylorMade’s chatbot powered by Freshservice AI, seamlessly integrated with Microsoft Teams, allowing employees to submit requests via chat. Response times were cut in half, even with a 250% increase in service tickets, allowing TaylorMade to achieve 90% SLA adherence.

Read more about how Freshworks helped TaylorMade here.

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