Case Study: Brandt Companies achieves 100% improvement in ticket execution and efficiency with Freshdesk

Brandt improves 100% in ticket execution and efficiency using Freshdesk

Brandt is a Texas-based mechanical, electrical and plumbing (MEP) contractor with 1,500+ employees serving large, complex construction projects across healthcare, education, hospitality and more. Their legacy helpdesk created clumsy workflows, poor ticket assignment and unstable email attachments, leaving agents overwhelmed and SLAs missed—prompting a search for a simpler, more scalable IT support solution.

By adopting Freshdesk and using ticketing, automation, Dispatch’r rules, reporting, gamification and a custom API-driven Kanban onboarding board, Brandt limited agents to two active tickets at a time, automated routing and improved visibility. The result: ticket execution and efficiency improved 100%, open tickets fell from ~200 to 85, average first response time improved by 25%, SLAs and agent morale rose, and management gained actionable reporting to optimize staffing and processes.

Brandt Companies

Robert Everett

Director of IT