Case Study: Teletrac Navman achieves industry-leading ticket resolution times and SLA compliance with Freshdesk by Freshworks

Teletrac Navman Achieves Industry-leading Ticket Resolution Times and Slas With Freshdesk

Teletrac Navman, a New Zealand–based fleet‑management technology leader supporting over 40,000 organizations, faced disconnected help‑desk systems, poor visibility into ticket status, slow manual reporting, and difficulty coordinating multi‑tier in‑house and outsourced support for large global customers (including a client with ~17,000 GPS devices). To address these challenges Teletrac Navman selected Freshworks’ Freshdesk to replace siloed tools and centralize support workflows.

Using Freshdesk from Freshworks, Teletrac Navman implemented automated email‑to‑ticket routing, notifications, dashboard visibility, and easy reporting so all seven help desks could collaborate and monitor SLAs in real time. The result: roughly 1,000 tickets resolved per month, average first response time of about 32 minutes, ticket resolution rates in the high‑90s and SLAs above 90%, faster reporting and clear, auditable ticket lifecycles that improved productivity and customer confidence.

Teletrac Navman

Garth Cloete

Enterprise Support Manager