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

About M&C Saatchi

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.

Goal

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.

Solution we provided

Even with M&C Saatchi’s requirement for a quick implementation, the IT team was still surprised at how quickly Freshservice was implemented. “The portal customization options were also a pleasant and welcome surprise – being able to work with HTML, CSS, and JavaScript on the portal design opened a lot of doors of opportunity.” Tool usage has increased from the day of Freshservice launch – with the M&C Saatchi IT team on track to log and handle over 22,000 calls this year. But this increase in tool usage is not confined to IT users. “Freshservice is also intuitive for end users, with no training and minimal announcement of change required. It’s easier to use (than the old ITSM tool) and a more enjoyable experience for both end users and IT staff."

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.

Success

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).

Key benefits

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:

• Increased efficiency: Freshservice has allowed M&C Saatchi to make more efficient use of its limited IT people resources.
• Better service quality: Response times have dropped, with the “ticker” excellent feature for aiding this, and the greater visibility afforded by the system has allowed M&C Saatchi to eliminate ticket backlogs.
• Greater insight: M&C Saatchi has improved the measurement of performance and seen better performance against SLAs.
• Potential cost savings: While the move to Freshservice is cost neutral, going forward M&C Saatchi expects that savings will be made through the greater adoption of the self-service capability.