Case Study: Hamleys achieves 50% cost reduction and boosts agent morale with Freshdesk

Hamleys boosts agent morale and sees 50% reduction in costs with Freshdesk

Hamleys, the 250‑year‑old, world‑famous toy retailer with a seven‑floor flagship on Regent Street and outlets worldwide, faced mounting support challenges: inadequate reporting and performance visibility, high costs, manual processes and difficulty scaling its service desk. The company needed an adaptable, easy‑to‑use cloud solution to bring customer support under one umbrella and maintain high service levels.

Hamleys implemented Freshdesk (SaaS) for its intuitive UI, automation, real‑time reporting and gamification—going live in under 48 hours. The change cut costs by 50%, boosted agent productivity and morale, improved SLA adherence, freed admins from manual reporting so management could focus strategically, and created a platform that can scale with the business.

Hamleys

Vaughan Potter

Head of Customer Services