Case Study: AWM Electrical achieves 2‑hour average resolutions and proactive customer support with Freshdesk

AWM Electrical delivers its ‘One Stop, One Solution’ Vision with Freshdesk

AWM Electrical is an Australian electrical wholesaler with over 55 branches that supplies electrical and data-communications products across multiple industries. The support team relied on Outlook mailboxes—each receiving 50–100 emails daily—resulting in cluttered inboxes, missed or duplicate requests, slow turnaround and eroding customer trust.

AWM moved to Freshdesk as a single helpdesk to centralize conversations, track and prioritise tickets, access historical context, assign ownership and monitor team performance. The change delivered faster, more transparent service—average resolution time is just over two hours—reduced duplicate responses, and shifted the company from reactive to proactive customer support.

AWM Electrical

Ross Walker

IT Development and Support