Case Study: Swinerton Builders achieves 25% customer feedback and improved IT efficiency with Freshservice

Freshservice has changed the way Swinerton’s teams function and improved their work-life as well as their performance

Swinerton Builders, a West Coast construction firm serving medical, education, government and military clients, needed a more reliable IT service management solution after its on‑prem tool Helpstar proved slow, unstable and difficult to scale. They wanted a cloud‑based ITSM to improve usability, processes, self‑service and customer satisfaction while enabling better incident management and reporting.

They adopted Freshservice, which was easy to roll out and offered gamification, service catalog, knowledge base, automation and the ability to work on multiple tickets concurrently. As a result, self‑service and feedback skyrocketed (customer feedback responses rose from 0.4% to 25%), ticket handling and service quality improved, and teams reported better performance and work‑life balance.

Swinerton Builders

Lauren Nunnally

Director of Support