Case Study: Meon Valley Travel achieves streamlined customer support and faster responses with Freshworks

Meon Valley Business Travel Delivers Streamlined Customer Experiences Using Freshdesk

Meon Valley Travel, a UK-based business travel buyer, needed better visibility into customer interactions and service levels than Outlook could provide. They turned to Freshdesk from Freshworks to streamline support operations, manage team workload, and gain reporting and analytics, ticket management, intelligent routing, and workload management capabilities.

Freshworks implemented Freshdesk (and later Freshsales), delivering automated ticketing, routing and performance reporting that let Meon Valley Travel work more efficiently. Since going live in December 2016 they cut average first response to 1 hr 18 min (six-month average 1 hr 42 min), achieved a 99% resolution SLA in 2017, closed 87% of tickets within fewer than five customer responses, and recorded just 1% negative feedback — while giving management clear visibility of agent performance and ticket trends.

Meon Valley Travel

Colin Boddy

Corporate Director