Case Study: AIP Publishing streamlines email management and achieves 90%+ SLA compliance with Freshworks

Aip Publishing Improves the Productivity of the Customer Experience and Order Processing Team With Freshdesk

AIP Publishing, a not‑for‑profit publisher in the physical sciences, faced a growing customer support burden—more than 40,000 emails a year routed to 10 different Outlook inboxes—while trying to meet a 48‑hour response SLA and relying on Excel for monitoring. To solve consolidation, prioritization, skill‑based assignment and reporting needs, AIP Publishing selected Freshworks’ Freshdesk as their customer support platform.

Freshworks implemented Freshdesk to centralize mailboxes, automatically route and close no‑action emails with Dispatch'r rules, and provide role‑based ticket assignment and built‑in reporting. Deployed to 11 CEOP users, the solution eliminated manual foldering, improved visibility into ticket volume and response times, and helped AIP Publishing sustain SLA targets above 90%, while enabling quicker setup and on‑the‑fly configuration changes.

AIP Publishing

Bernadette Garcia

Assistant Director, (CEOP)