TaylorMade's Caddy chatbot helps its IT team halve resolution time in a surge
-50%According to Freshworks: 50% decrease in average ticket resolution time while managing a 250% spike in ticket volume; 100% of core workflows automated; 150 approval workflows supported; 90% SLAs maintained with the same team. No measurement period stated.
“Cut response and resolution time by 50% while managing a 250% spike in ticket volume received.”
- Who
- TaylorMade, the US golf equipment manufacturer (clubs, balls, clothing, accessories) with about 3,000 employees and manufacturing, distribution, sales and support teams across 12 time zones. Its IT department runs Freshservice (Freshworks) with Caddy, a support chatbot powered by Freddy AI, integrated into Microsoft Teams.
- Problem
- With e-commerce booming, a cloud migration and a mass shift to remote work colliding in 2020, employees were logging in to new tools for the first time and the IT team faced a dramatic rise in monthly tickets, from password resets to major incidents. Manual workflows made it hard to keep ticket volume manageable and resolution times tolerable.
- Agent
- Caddy is TaylorMade's internal support chatbot, powered by Freshworks' Freddy AI and integrated into Microsoft Teams. Employees and partners submit requests by chat; Caddy resolves routine ones such as password resets, points simple queries to a self-service portal and routes the rest automatically to the right party, escalating to a live person when needed.
We'll build it for you
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Try it yourself with Freshservice
You help run operations for a tennis, padel or golf business (club group, brand or federation). Goal: an internal help assistant that answers staff's routine IT and admin questions and routes the rest to the right person, approved by our ops lead before launch. My input: [our last 3 months of internal requests, exported from email or our ticket tool], [how-to guides we already have], [who owns which type of request], [approval rules, e.g. who signs off on new software or access]. Give me: 1) request types ranked by volume, split into 'self-service answer' and 'goes to a person'; 2) a short step-by-step answer for each self-service type; 3) a routing table with owner and approval step; 4) 5 metrics to track resolution time before and after. Never invent policies; flag gaps.What we can do for your club or brand
Clubs, federations and sports brands lose hours every week to the same internal questions: logins, access, where a file lives, who approves what. The Court can set up an internal AI assistant in the chat tool your team already uses that answers routine requests from your own guides, routes the rest to the right person with the right approval step, and tracks resolution time, so your small ops team keeps up when things get busy.
Source:
Freshworks customer story (TaylorMade), 26 Oct · vendor case study
What they did
TaylorMade's IT department chose Freshservice to bring all IT processes into one tool, with shared ticket visibility, auto-assignment to handle spikes in volume, and reporting. It automated mission-critical workflows such as password resets and redirecting simple queries to self-service, set up approval workflows, and added Caddy in Microsoft Teams so employees can raise requests by chat and have them routed automatically, with escalation to a live person when needed.
How it went
Freshworks reports that TaylorMade automated 100% of core workflows, supports 150 approval workflows and cut average ticket resolution time by 50% while managing a 250% spike in ticket volume. Caddy has helped the IT team maintain its 90% SLAs with the same team, absorbing the surge without burning out. Ali Chitsaz, senior manager of global digital workplace, on treating employees' issues "with the utmost importance, and then escalate that to a live person if needed": "It's hugely valuable." Limits: vendor case study (Freshworks); figures are not dated and no measurement period is stated; the surge dates from 2020.