Case Study: Meon Valley Travel achieves streamlined customer support, faster response times and a 99% resolution SLA with Freshdesk

Meon Valley Business Travel Delivers Streamlined Customer Experiences Using Freshdesk

Meon Valley Travel Group is a UK-based travel management company (founded 2002) serving leisure, corporate and emergency travel needs. Facing fragmented customer interactions in Outlook and no visibility into booking volumes or service performance, the team needed a platform to streamline support, manage agent workloads and measure SLAs.

Meon Valley implemented Freshdesk in December 2016, leveraging reporting, ticket management, intelligent routing and workload tools. The result: first response time fell to 1 hr 18 mins (1 hr 42 mins over the last six months), a 99% resolution SLA in 2017, 87% of tickets closed in under five customer responses and just 1% negative feedback—plus new reporting for management and customers and a move to Freshsales for CRM.

Meon Valley Travel

Colin Boddy

Corporate Director