Case Study: M&C Saatchi achieves 97.9% Excellent Customer Satisfaction with Freshdesk

M&C Saatchi - Customer Case Study

M&C Saatchi, a global advertising agency headquartered in London with 95 offices and about 2,000 staff, needed a modern, SaaS ITSM tool to replace an inflexible, Windows-based system that caused backlogs, poor usability, no self‑service, limited reporting and no clear SLA or performance visibility. Their 15‑person IT team (including five service desk agents) had to support ~1,900 users and 1,200 devices and required a solution that could be deployed quickly with minimal configuration.

Freshservice was implemented rapidly and customized to match M&C Saatchi’s design standards, giving staff and end users an intuitive portal, self‑service, CMDB, mobile access and strong change/asset/problem management. Adoption rose sharply (portal views jumped over 300%), ticket handling scaled to tens of thousands annually, backlogs and response times fell, SLA measurement improved, and customer satisfaction reached 97.9%—delivering better service quality, greater efficiency and future cost‑saving potential.

M&C Saatchi

Adam Le Feuvre

Project Manager for M&C Saatchi’s Freshservice implementation