Case Study: Freshpet achieves 50% faster issue resolution and an 18% reduction in product spoilage with ServiceChannel

Freshpet Cuts Out Middleman for Asset Management, Improves Operations and Increases Customer Satisfaction

Freshpet, a national manufacturer and distributor of fresh refrigerated pet foods sold in over 20,000 stores, was struggling with outsourced repair-and-maintenance processes that relied on manual spreadsheets. The lack of centralized data made KPI tracking, analytics and contractor check-ins nearly impossible, and after-hours service delays were risking inventory and sales.

By deploying ServiceChannel’s integrated platform (Service Automation, Asset Manager, Analytics and open APIs into its CRM) plus a 24/7 call center, Freshpet centralized data, automated warranty routing and began managing R&M by KPIs. The change cut issue resolution time by 50%, increased work efficiency by 53%, reduced product spoilage by 18%, and improved customer satisfaction, enabling faster service and expanded in-store and new-location opportunities.

Freshpet

Vladimir Vukaa

Director of Retail Assets