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

M&C Saatchi IT Department achieves 97.9% Excellent Customer Satisfaction with Freshservice

M&C Saatchi, a global advertising network headquartered in London with 25 offices and 2,200 staff, needed a SaaS ITSM to support its UK IT team of 15 (including five service desk agents) and roughly 1,200 users and devices. Facing an inflexible, Windows-only Hornbill system that lacked self-service, reporting, SLAs and branding—and left the team with backlogs and no performance insight—they required a better-fitting tool that could be live within two months.

Freshservice was implemented quickly and branded to match M&C Saatchi’s standards, with a customizable portal and intuitive UI that needed no formal training. Portal views jumped over 200% at launch and the team is on track to handle 29,000 calls this year; improvements include stronger problem/change/asset management, higher self-service adoption, eliminated backlogs, faster response times, better SLA measurement and increased business buy-in—resulting in 97.9% “Excellent” customer satisfaction and potential cost savings.

M&C Saatchi

Adam Le Feuvre

Project Manager for M&C Saatchi’s Freshservice implementation