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

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

M&C Saatchi, a global advertising agency headquartered in London, was struggling with an inflexible, Windows-based ITSM tool (Hornbill) that offered poor usability, no self-service, limited reporting and SLA visibility, and growing ticket backlogs. With a 15‑person UK IT team supporting ~1,200 users, they sought a SaaS replacement and selected Freshworks’ Freshservice to meet a two-month go‑live requirement.

Freshworks implemented Freshservice rapidly with minimal configuration, delivering a branded, customizable portal and mobile-friendly self-service that drove strong adoption—portal views jumped over 300% immediately after the mid‑October 2015 launch and the team was on track to handle 29,000+ calls that year. The switch yielded measurable gains: 97.9% “Excellent” customer satisfaction, faster response times, eliminated backlogs, improved problem/change/asset management and SLA tracking, increased efficiency, and potential cost savings from greater self‑service use.

M&C Saatchi

Adam Le Feuvre

Project Manager for M&C Saatchi’s Freshservice implementation