Case Study: Brandt Companies achieves 100% improvement in ticket execution and efficiency with Freshworks' Freshdesk

Brandt Improves 100% in Ticket Execution and Efficiency Using Freshdesk

Brandt Companies, a Texas-based mechanical, electrical and plumbing (MEP) services contractor with more than 1,500 employees, was burdened by a clumsy legacy helpdesk featuring unstable email attachments, poor ticket assignment and inefficient workflows that left about 200 open tickets and missed SLAs. Seeking a hosted, easy-to-use solution, Brandt chose Freshworks’ Freshdesk to modernize its IT support.

Freshworks implemented Freshdesk with Dispatch’r rules, reporting, gamification and an API-driven Kanban onboarding board; agents were limited to two active tickets at a time and tickets were prioritized by age/urgency. The changes improved SLAs and reporting visibility, enabled data-driven shift and staffing decisions, and drove better agent performance—cutting open tickets from ~200 to 85, improving ticket execution and efficiency by 100%, and reducing average first-response time by 25%.

Brandt Companies

Robert Everett

Director of IT