Case Study: Distribution Management Group achieves 80% faster ticket response with Freshworks (Freshservice)

Freshservice Helped Improve the Response Time for Tickets by 80%

Distribution Management Group, a U.S. logistics and warehousing company, struggled with an on‑premise IT service tool (BMC Track‑It!) that suffered frequent crashes, no remote access, and poor context for tickets. Their small IT operations team evaluated alternatives (ruling out Zendesk and JIRA) and selected Freshworks’ Freshservice to move to a cloud delivery model that required less maintenance and offered better usability.

Freshworks implemented Freshservice with an intuitive UI, customizable workflows, role-based access and Google Apps SSO, making onboarding and ticket management simpler. As a result, Distribution Management Group saw lower costs, faster setup, a 50% increase in first‑contact resolution, an 80% improvement in ticket response time, and reduced ticket backlogs.

Distribution Management Group

Santo Brullo

IT Service Director