Case Study: Swinerton Builders achieves improved IT support and 25% customer feedback with Freshworks' Freshservice

Freshservice Has Changed the Way Swinerton’s Teams Function and Improved Their Work-life as Well as Their Performance

Swinerton Builders, a US-based construction firm, was struggling with a slow, unreliable on‑premise help tool (Helpstar) that lacked cloud support, a knowledge base, self‑service, and customer feedback. Seeking a cloud ITSM to improve service delivery and agent scalability, they selected Freshworks’ Freshservice to replace their legacy system.

Freshworks implemented Freshservice, introducing a service catalog, knowledge base, automation, multi‑ticket handling and gamification that improved agent engagement and usability. As a result, self‑service and feedback uptake rose sharply — customer feedback response climbed from 0.4% to 25% across ~1,300 employees — while service quality, team performance and overall work‑life improved.

Swinerton Builders

Lauren Nunnally

Director of Support