Case Study: Macmillan Distribution achieves 80% First Call Resolution and 90% CSAT with Freshworks (Freshdesk)

Macmillan Distribution (MDL) streamlines customer support using Freshdesk

Macmillan Distribution (MDL), the logistics and distribution arm of Macmillan Publishers supporting more than 40 specialist publishers, was managing most customer service via email and lacked team transparency, measurable workload and performance data, and quantifiable client feedback. Facing demand for multi-channel support and a data-driven approach, MDL selected Freshdesk from Freshworks to provide intelligent routing, visibility, and reporting beyond a basic task-management system.

Freshworks implemented Freshdesk with ticketing, automation (redirecting queries and dispatcher rules), group organization and advanced reporting—Freshdesk engineers also collaborated with MDL to deliver key configuration enhancements. The solution streamlined workflows, improved ownership and routing, enabled real-time SLA tracking and staffing adjustments, and produced measurable gains: First Contact Resolution now regularly exceeds 80% and customer satisfaction levels routinely top 90%.

Macmillan Distribution

Matthew Hogg

Director of Publisher and Customer Services