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 FactorSimplistic, efficient support solution with powerful capabilities

Favorite Capability FreshPlugs

“ 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 oth-

ers looking to energize their support.- Paul White

APProcessing LLC

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

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