Case Study: Breakers Unlimited achieves minutes-level first response times and streamlined order management with Freshdesk

Breakers Unlimited Reduces First Response Time to Minutes and Streamlines its Entire Order Management Process

Breakers Unlimited is a 30‑year‑old US wholesaler and market leader in circuit breakers, fuses and motor control components. Sales and order management were handled by email/Outlook across multiple time zones, which caused duplicated work, poor visibility into order status and delays in enquiry resolution — prompting the company to overhaul its order management and improve response times.

By implementing Freshdesk to centralize fax and email orders, create location-based groups and automated routing rules, Breakers Unlimited eliminated redundancy and made every order and conversation visible to the team. The changes produced faster, more consistent service (avg. first response 10m 42s, first-call resolution 91%, SLA resolution 95%), fewer call transfers, better productivity tracking and higher employee satisfaction.

Breakers Unlimited

Stuart Janda

Sales Team Leader