Case Study: Teletrac Navman achieves industry-leading ticket resolution times and >90% SLA compliance with Freshdesk

Teletrac Navman Achieves Industry-Leading Ticket Resolution Times and SLAs with Freshdesk

Teletrac Navman, a New Zealand–based leader in cloud GPS fleet tracking used by over 40,000 organizations, struggled with disconnected help desk systems while supporting a global fast‑food customer with ~17,000 devices. The mix of in‑house CRM and an outsourced ticketing system forced manual email entry, obscured ticket status across multi‑tier teams, consumed 6–8 hours weekly for reporting, and risked missed SLAs.

After evaluating options, Teletrac Navman implemented Freshdesk to unify support: automated email-to-ticket routing, shared dashboards, and easy reporting gave all teams one source of truth. The result: roughly 1,000 tickets resolved per month, average first response time of about 32 minutes, ticket resolution SLAs above 90% (with resolution rates in the high 90s), faster reporting, and clear SLA compliance and collaboration.

Teletrac Navman

Garth Cloete

Enterprise Support Manager