2. AP Processing
AP Processing(APPS) is a national debt settlement company, providing debt settlement/negotiation
services to customers across the United States. AP Processing develops individualized debt
settlement programs for its clients and protects them from the harsh impacts of bankruptcy. Based in
Jupiter, Florida, they have over 4000 clients.
How Things Used To Work
Customers call into the helpline and talk to the customer service department. The CS department
logs in the call as a ticket and sends all the information to an agent in the negotiations department.
Negotiations begins a dialogue on behalf of the debtor with the creditor. Once an agreement is
reached, CS puts into motion the paperwork to get it all down in writing.
Previously, APPS responded to customer queries with the help of a ticketing enabled CRM system.
However, the process didn’t scale well and APPS wanted to build their own in-house ticketing
system to handle customer requests, and then gradually expand the scope of their support. They
decided to stake out the help desk market first so as to get a good idea of the features they wanted to
incorporate into their help desk.
© 2012 Freshdesk, All rights reserved. To learn more visit us online at http://www.freshdesk.com
At a Glance
Base
Jupiter, Florida
The Checklist
Efficient ticketing system
Custom software integration capability
Keyword filters
The Driving Factor
Simplistic, efficient support solution with
powerful capabilities
Favorite Capability
FreshPlugs

3. “Freshdesk helped us do all we want to do in our support, including the custom integration that lets us
bring in customer info from our own CRM. We are very pleased with Freshdesk and highly
recommend it to others looking to energize their support.
- Paul White
AP Processing
The Customer Support Challenge
APPS wanted a support tool that would make sure
that no queries ever fell through the cracks. With
the large number of interdepartmental exchanges
required for a single customer, it is imperative that no
correspondence ever be lost. Tickets are assigned to
the different departments based on their kind (legal
orders to the legal department, creditor information
to the negotiations department.etc). The inflow of
requests also differed from department to department;
customer service receives more requests than any other
department and the system has to be able to handle the
load.
© 2012 Freshdesk, All rights reserved. To learn more visit us online at http://www.freshdesk.com

4. The Freshdesk Experience
APPS just wanted a system that would make sure that the internal flow of informa-
tion is as smooth as possible with no roadblocks. No lost conversations, no forgotten
queries. And they’re happy that they’ve found it in Freshdesk.
APPS loves just how efficient their process has become. Before Freshdesk, a lot of
time was spent in routing information through the various departments and keeping
track of conversations. Now, APPS is free to focus on just helping its customers. Key-
word filters helps them keep out all the drivel and makes sure that only the relevant
tickets get attention. FreshPlugs is a particular favorite because it helps them route in
all their customer info that they’d accumulated in their old CRM into Freshdesk with
minimum hassle !
© 2012 Freshdesk, All rights reserved. To learn more visit us online at http://www.freshdesk.com