How Vermeer transformed ITSM and doubled efficiency
With Freshservice, Vermeer modernized ITSM, cut resolution times in half, and achieved 95% CSAT
“If an outage shuts down a line in manufacturing, we’re losing money every minute. Change management in Freshservice is critical to prevent that.”
Business challenge
Legacy ITSM system relied on manual ticketing, spreadsheets, and lacked automation
Outages risked shutting down manufacturing lines, costing thousands per minute
Scaling globally with limited staff made manual processes unsustainable
Business outcome
Resolution time reduced nearly 50 percent, with faster first responses and higher CSAT
Automated onboarding, ticket routing, and change management improved efficiency and reduced risk
Freshworks solutions are powered by AWS, providing a strong and scalable foundation for end-to-end cloud operations
Vermeer Corporation is a global manufacturer of industrial and agricultural equipment, headquartered in Iowa with 3,500 employees worldwide.
Manufacturing
North America
Vermeer Corporation, a global leader in manufacturing equipment for agriculture, construction, and environmental management, needed a modern IT service management (ITSM) platform to match its rapid growth. Their legacy solution relied on manual processes, lacked automation and AI, and couldn’t readily scale across global operations. “Everything was manual—dispatching tickets, maintaining asset data, even differentiating between incidents and service requests,” recalls Mike Jansen, Senior IT Business Services Manager.
Partnering with Freshworks and Whitlock Infrastructure Solutions (WhitlockIS), Vermeer implemented Freshservice, powered by AWS, to streamline service delivery and scale enterprise-wide. Freshservice introduced automated ticket routing, structured change management, an end-user portal, and AI-driven support through Freddy Copilot.
The results have been impressive: resolution time dropped nearly 50% (from 33 to 16.5 hours), first response time improved from 5.54 to 4.22 hours, and customer satisfaction rates soared to 95 percent. With Freshservice, Vermeer is not only improving IT outcomes but also laying the foundation for enterprise service management across HR, finance, legal, and engineering.
The company
Vermeer Corporation, headquartered in Pella, Iowa, is a privately held manufacturer of industrial and agricultural equipment serving construction, landscaping, environmental, excavation and forage markets worldwide. Founded in 1948, the company operates globally through production facilities and independent dealers in over 60 countries, with a strong reputation for innovation and durable machinery.
The challenge
As a rapidly growing organization, supporting technology requests and incident reports started to become a challenge for the team in 2024. The IT service management (ITSM) tools at the time did not provide tools to match technology initiatives at Vermeer. Many of the requests required manual processes with assets living in spreadsheets and support requests difficult to differentiate. “Everything was manual—dispatching tickets, maintaining asset data, even differentiating between incidents and service requests,” said Mike Jansen, senior IT business services manager.
Vermeer set out to find a better way to support their team members—one that could scale globally, reduce risk, and make everyday work easier.
As Vermeer continued to expand, the IT team was encouraged to find a better way. “We were trying to figure out how we can do more with the team that we have right here, and how we can make their work easier by taking out a lot of manual processes,” said Nate Nikkel, IT business services team lead.
Delays in IT support for an organization like Vermeer could mean downtime on the manufacturing floor—risking customer impact and financial loss for the organization. This drove the need for a simple, scalable, and AI-driven support tool.
The solution
After a thorough RFP process, Vermeer partnered with Freshworks and Whitlock Infrastructure Solutions (WhitlockIS) to implement Freshservice, powered by AWS. Vermeer was impressed with the intuitive interface, current and future automation capabilities, and the low-disruption implementation.
Rolling out the new ITSM platform included:
Automated ticket routing and AI-powered support with Freddy Copilot.
Structured change management to reduce risk and improve reliability.
Enterprise service management capabilities supporting HR, finance, legal, and engineering teams to adopt Freshservice workspaces for their own service requests.
The Vermeer team appreciated Freshworks’ hands-on support to demonstrate Freshservice’s ease of use, resulting in fast adoption. “Your sales team treated us how we want to treat our own customers—attentive, responsive, and caring.” said Jansen.
We were trying to figure out how we can do more with the team that we have right here, and how we can make their work easier.
Nate Nikkel
IT Business Services Team Lead
Impact
Since launching Freshservice, Vermeer has seen measurable improvements:
Resolution time cut nearly in half from 33 to 16.5 hours.
First response time improvements from 5.54 to 4.22 hours.
Customer satisfaction (CSAT) jumped to 95%.
AI-powered Freddy Copilot helps Vermeer agents work smarter, while analytics give the insights Vermeer needs to keep improving. And with fewer manual tasks, the teams can focus on what matters most—supporting people and driving innovation.
“Freshservice has helped improve how we deliver IT services across the enterprise—efficiently, predictably, and with confidence,” said Jansen.