Case Study: Breakers Unlimited cuts first response time to minutes and streamlines order management with Freshworks

Breakers Unlimited Reduces First Response Time to Minutes and Streamlines its Entire Order Management Process

Breakers Unlimited, a 30-year-old US electrical components wholesaler and market leader in circuit breakers, fuses and motor control components, struggled with fragmented sales processes across multiple time zones, lack of transparency and duplicated work because orders were managed via email/Outlook. To solve this, Breakers Unlimited engaged Freshworks and implemented Freshdesk to centralize purchase orders and enquiries and bring order information into a single, visible system.

Using Freshworks' Freshdesk, Breakers Unlimited consolidated enquiries into one platform, created region-based groups and automated rules to route and track orders, eliminating duplicate effort and reducing call transfers. The solution cut customer response times to an average first response of 10m 42s and delivered 91% first-call resolution and 95% SLA resolution, while improving staff visibility, productivity measurement and faster order fulfilment.

Breakers Unlimited

Stuart Janda

Sales Team Leader