Case Study: Macmillan Distribution achieves 80% First Contact Resolution and 90% CSAT with Freshdesk

Macmillan Distribution (MDL) streamlines customer support using Freshdesk

Macmillan Distribution (MDL), the UK logistics and fulfilment arm of Macmillan Publishers supporting 40+ specialist publishing houses, faced growing pains as customer support outgrew an email-based approach. The team lacked transparency, measurable workload and performance data, and quantifiable client feedback, making it hard to balance resources or expand into new support channels.

MDL implemented Freshdesk—using ticketing, automation (routing and dispatcher rules), groups and reporting—to centralise requests and drive a data-led support strategy. With Freshdesk and close implementation support, MDL streamlined routing and ownership, gained real-time metrics and SLA tracking, and reduced waste; First Contact Resolution now regularly exceeds 80% and customer satisfaction sits above 90%.

Macmillan Distribution

Matthew Hogg

Director of Publisher and Customer Services