The all in one customer engagement suite
IT, HR, Facilities
M&C Saatchi is an international advertising agency network formed in January 1995 by the brothers Maurice Saatchi and Charles Saatchi. Headquartered in London, with 25 offices and 2200 people worldwide, M&C Saatchi is the largest independent advertising agency network in the world.
Faced with the need to commit to another subscription term for Hornbill’s cloud-based ITSM tool, M&C Saatchi decided that they needed a better-fitting solution. They considered a number of other ITSM offerings in addition to Freshservice, including Zendesk, Heat, and ServiceNow Express. Software-as-a-service was preferred, with the M&C Saatchi UK IT team of 15 – 5 of which are service desk agents – needing to support over 1200 users, and approximately 1200 computers (split 70:30 between Windows and Mac). The new solution had to be up and running in two months, with minimal configuration and resources required.
Freshservice also looks as though it’s a part of M&C Saatchi. The combination of it working well, being branded, and having a custom portal created in line with M&C Saatchi’s in-house design standards has increased buy-in across the business and has also improved the business perception of the IT department.
“If another organization is frustrated with their current ITSM tool and wants a breath of fresh air (pun intended), then Freshservice is there ready and waiting.”
Project manager for M&C Saatchi’s Freshservice implementation
At an ITSM best practice level, existing capabilities have improved – problem, change and IT asset management. However, one of the biggest wins for M&C Saatchi is the increased adoption of self-service and self-help. The chart below, provided by M&C Saatchi, shows that Freshservice has increased end-user take-up of self-service. Freshservice went live in the middle of October 2015, when portal views immediately jumped by over 300% (with the associated increase in self-help and self-service transactions).
On implementation of Freshservice, M&C Saatchi saw several immediate benefits. In addition to an easy-to-learn and easy-to-use interface, they enjoyed:
Freshservice boosted our customer satisfaction rating to 96% boosted
Mipsmedia sees greater team collaboration with Freshservice
Donvale Christian College sees 99% first call resolution
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