Case Study: Ann Arbor T-shirt Company achieves sub-minute average response time and 78% first-call resolution with Freshworks (Freshdesk)

Ann Arbor, a Freshdesk customer since 2012 achieves average response time of less than a minute

Ann Arbor T‑Shirt Company, a retail garment‑printing business in Ann Arbor, Michigan, faced a surge in support requests after expanding into online marketplaces — roughly 1,500 tickets per month — and struggled with agent assignment, contact management and ticket prioritization while relying on Gmail. To solve these challenges they became a Freshdesk (a Freshworks product) customer in 2012.

Freshworks implemented Freshdesk with automatic ticket dispatch, priority/status tags, notifications, automation rules and Freshplugs‑customized Contacts so agents could see order history and past tickets. The solution cut stress and support time, improved response quality and manageability, and delivered measurable results: an average response time of under one minute, about 1,500 tickets handled monthly and a 78% first‑call resolution, plus easier escalation via Freshworks’ reporting.

Ann Arbor T-shirt Company

Chantal Laurens

Vice President of Retail Operations