Case Study: Kiewit achieves 93% CSAT with Freshdesk

Kiewit achieves 93% CSAT with Freshdesk

Kiewit, a Fortune 500 engineering and construction firm headquartered in Omaha, runs a 100+ member Engineering, Design & Technology (EDT) shared‑service team supporting multiple divisions. After eight years on an MS Access on‑premise ticketing tool, the team faced missed tickets, frequent downtime, heavy maintenance, poor scalability and no way to track billable time or measure agent performance. ServiceNow didn’t meet their time‑tracking and integration needs, so they sought a cloud solution.

Kiewit went live with Freshdesk in October 2017, migrating data and training users in weeks and using features like Dispatch’r/Observer auto‑assignment, custom ticket views, private notes and open APIs. The result was faster response and resolution times, increased ticket volume and productivity, reliable time tracking pushed to a local SQL database for reporting in Tableau/Power BI, better SLA and performance visibility — and a 93% CSAT.

Kiewit

Tyler Nace

Engineering and Design Services Manager