Case Study: Hamleys achieves a 50% cost reduction and a boost in agent morale with Freshdesk (Freshworks)

Hamleys Boosts Agent Morale and Sees 50% Reduction in Costs With Freshdesk

Hamleys, the 250-year-old flagship toy retailer, faced rising customer expectations and a scaling support operation hampered by inadequate reporting, poor performance visibility, high costs, and manual processes. Head of Customer Services Vaughan Potter moved the company from BoldChat to Freshdesk by Freshworks to provide a cloud-based, easy-to-use helpdesk with stronger automation, reporting, and UI features.

Freshworks implemented Freshdesk across Hamleys in under 48 hours, streamlining workflows with automation, real-time dashboards, and gamification to boost agent morale and visibility. As a result, SLA adherence and agent productivity improved, management saved time on manual reporting, and Hamleys achieved a measurable 50% reduction in costs while increasing ROI and customer service performance.

Hamleys

Vaughan Potter

Head of Customer Services