Case Study: Sage Publications achieves faster, scalable customer support with Freshdesk

SAGE Publishing delivers delightful service to 75,000 B2B clients with Freshdesk

SAGE Publications, a leading academic publisher serving B2B clients worldwide, needed a better way to manage growing customer interactions, improve cross-functional visibility, and automate manual case handling. Before Freshdesk, the team relied on shared inboxes, which created confusion over ownership, duplicate work, backlog buildup, and little ability to track SLAs or generate reports.

Freshdesk implemented intelligent assignment rules, automation, and reporting dashboards to streamline support and improve collaboration across teams. As a result, SAGE Publications now supports 115 agents handling 110,000 customer queries a year, with measurable gains including 75% first contact resolution and 89% resolution SLA, while improving speed, reducing duplication, and enabling data-driven decisions.

Sage Publications

Graeme Doswell

Head of Business Solutions and System Operations