Freshworks Success Story: How Freshdesk helped Oceanic Catering manage volume and reduce resolution times

Oceanic is a world-leading supplier of catering services to the marine community. It is an integral part of the V.Group - a global leader in ship management and marine services, managing 2200 vessels in 30 countries worldwide. With over 20 years of experience in catering, Oceanic provides 40 million meals a year for seafarers, most of which are served aboard commercial and merchant vessels at sea. Oceanic is the first catering provider for cargo vessels in the world.

The company handles about 2000 customer queries per month. Previously, these tickets were resolved by various teams within Oceanic - in siloes - which led to a higher resolution time. The company needed an integrated system to consolidate multiple touchpoints and help agents across teams provide better and faster customer service.

To get more insights into the challenges and how they were solved, we spoke to Charalampos, System Support Manager at Oceanic Catering. This case study explores how Oceanic used Freshworks products and services to improve its customer service.