Case Study: Axminster achieves 43% faster ticket resolution and 92% First Response SLA with Freshworks

Axminster Tools achieves a 360-degree view of customers with the Freshworks platform

Axminster, a UK-based mail-order tools and machinery retailer, faced limitations with a bespoke task-management system that couldn’t provide omnichannel support, eBay integration, mobile access for field staff, or the reporting needed to track and improve service. To solve this, Axminster selected Freshworks’ Freshdesk to bring email, SMS, web chat, social, e-commerce and third‑party channels into a single, easy-to-use platform.

Freshworks implemented Freshdesk with seamless integrations, automated eBay support, mobile access and improved reporting, enabling over 90 staff to support more than 9,000 tickets a month. As a result, First Response SLA rose to 92%, average ticket resolution time fell by 43%, and ticket assignment time dropped 87%; Axminster has since expanded with Freshworks’ Freshsales and Freshservice to further improve customer service and operations.

Axminster

Damion Norcombe

Technology & Business Change Manager