Case Study: Distribution Management Group achieves 80% faster ticket response times with Freshservice

Freshservice helped improve the response time for tickets by 80%

Distribution Management Group (DMG) is a U.S. logistics and warehousing company founded in 1985, operating two facilities totaling over 655,000 sq ft. Its small IT team was struggling with an on-premise ITSM (BMC Track‑It!) that frequently crashed, lacked remote access and contextual linking, and required heavy maintenance — prompting a move to a cloud-based, easier-to-manage solution.

DMG adopted Freshservice for its intuitive UI, cloud delivery, customizable workflows and role-based access, with simple Google Apps SSO setup. The change cut maintenance costs, sped onboarding, and improved ticket handling—first-contact resolution rose 50%, ticket response time improved by 80%, and backlogs were significantly reduced.

Distribution Management Group

Santo Brullo

IT Service Director