Case Study: Pearson Education achieves streamlined email ticketing and boosted social engagement with Freshdesk

Pearson refurbishes their customer service and boosts email support with freshdesk

Pearson Netherlands, part of the global Pearson publishing group, was handling about 1,800 support tickets a month across dozens of email mailboxes with a 12-person team. Their email-based FIFO workflow made SLA tracking, ticket prioritization and ticket management difficult, authors only responded sporadically (making full-time seats impractical), and they lacked reusable responses and social engagement tools needed to maximize impact during the critical 60-day post-launch window.

By implementing Freshdesk they consolidated 24+ mailboxes into a single helpdesk, used Dispatch’r and automations to auto-categorize, prioritize and assign tickets, and enabled authors as “Occasional Agents” with Day Passes. The platform also brought Twitter and Facebook conversations into the queue. The result: hours of manual dispatching saved, faster routing, broader social engagement during launches, dozens of occasional agent accounts alongside 12 full-time agents, and a scalable, trackable support operation.

Pearson Education

Matthijs Lok

Marketing Manager Online