Case Study: AIP Publishing achieves streamlined email consolidation and 90%+ SLA performance with Freshdesk

AIP Publishing improves the productivity of the Customer Experience and Order Processing team with Freshdesk

AIP Publishing, a not‑for‑profit scholarly publisher in the physical sciences, faced mounting support challenges: its Customer Experience and Order Processing team in Melville, NY handled over 40,000 emails a year across 10 inboxes, relied on Excel for productivity tracking, and struggled to meet 48‑hour SLAs while lacking consolidated routing, prioritization and accurate reporting.

AIP Publishing implemented Freshdesk—chosen for its ease of setup, features and pricing—to consolidate mailboxes, automate routing with Dispatch’r rules, auto‑close no‑action emails and assign tickets by group or skill. The change streamlined workflows, gave managers actionable reporting, clarified roles, and helped the team sustain SLA compliance above 90%; next steps include a customer knowledgebase and FreshChat.

AIP Publishing

Bernadette Garcia

Assistant Director, (CEOP)