Case Study: Axminster achieves 43% faster ticket resolutions and 92% First Response SLA with Freshdesk

Axminster builds world-class support strategy with Freshdesk

Axminster Tools & Machinery is a UK-based mail-order retailer with 40+ years in business and more than 17,000 product lines. Its dedicated customer service team needed a future-proof, omnichannel platform to replace an in-house task system that couldn’t unify email, SMS, web chat, social channels or handle eBay enquiries, nor provide mobile access, robust reporting or easy integrations.

Axminster implemented Freshdesk to consolidate all customer enquiries, enable integrations and automation, and improve visibility and reporting. Since going live they’ve increased First Response SLA to 92%, reduced average ticket resolution time by 43% and cut ticket assignment time by 87%; over 90 staff now manage ~9,000 tickets monthly, and the company has expanded to Freshsales and Freshservice to further improve customer-facing operations.

Axminster

Damion Norcombe

Technology & Business Change Manager