Freshworks
Overview
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HQ Location
United States
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Year Founded
2010
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Company Type
Public
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Revenue
$100m-1b
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Employees
1,001 - 10,000
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Website
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Stock Ticker
FRSH (NASDAQ)
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Twitter Handle
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Company Description
Freshworks (NASDAQ: FRSH) creates AI-boosted business software for IT, customer support, sales, and marketing teams to make them more efficient and deliver more value for immediate business impact.
Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 67,000+ customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, and OfficeMax.
IoT Snapshot
Freshworks is a provider of Industrial IoT platform as a service (paas), networks and connectivity, automation and control, sensors, actuators, analytics and modeling, cybersecurity and privacy, functional applications, application infrastructure and middleware, wearables, robots, infrastructure as a service (iaas), and drones technologies, and also active in the apparel, automotive, buildings, cement, chemicals, cities and municipalities, construction and infrastructure, consumer goods, e-commerce, education, electrical grids, electronics, equipment and machinery, finance and insurance, glass, healthcare and hospitals, life sciences, oil and gas, renewable energy, retail, telecommunications, transportation, and utilities industries.
Technologies
Sensors
Autonomous Driving Sensors
Chemical Sensors
Electrical Conductivity Sensors
Haptic Sensors
Level Sensors
Liquid Detection Sensors
Application Infrastructure & Middleware
Blockchain
Data Exchange & Integration
Data Visualization
Event-Driven Application
Middleware, SDKs & Libraries
Analytics & Modeling
Big Data Analytics
Data-as-a-Service
Machine Learning
Real Time Analytics
Robotic Process Automation (RPA)
Use Cases
Additive Manufacturing
Advanced Metering Infrastructure (AMI)
Asset Lifecycle Management
Building Automation & Control
Chatbots
Construction Management
Demand Planning & Forecasting
Edge Computing & Edge Intelligence
Experimentation Automation
Facial Recognition
Infrastructure Inspection
Intelligent Packaging
Inventory Management
Last Mile Delivery
Leasing Finance Automation
Mass Customization
Material Handling Automation
Onsite Human Safety Management
Personnel Tracking & Monitoring
Public Transportation Management
Real-Time Location System (RTLS)
Remote Patient Monitoring
Retail Store Automation
Smart Campus
Smart City Operations
Smart Contracts
Supply Chain Visibility
Time Sensitive Networking
Track & Trace of Assets
Usage-Based Insurance
Visual Quality Detection
Functional Areas
Industries
Apparel
Automotive
Buildings
Cement
Chemicals
Cities & Municipalities
Construction & Infrastructure
Consumer Goods
E-Commerce
Education
Electrical Grids
Electronics
Equipment & Machinery
Finance & Insurance
Glass
Healthcare & Hospitals
Life Sciences
Oil & Gas
Renewable Energy
Retail
Telecommunications
Transportation
Utilities
Services
Technology Stack
Freshworks’s Technology Stack maps Freshworks’s participation in the platform as a service (paas), networks and connectivity, automation and control, sensors, actuators, analytics and modeling, cybersecurity and privacy, functional applications, application infrastructure and middleware, wearables, robots, infrastructure as a service (iaas), and drones IoT Technology stack.
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Devices Layer
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Edge Layer
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Cloud Layer
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Application Layer
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Supporting Technologies
Technological Capability:
None
Minor
Moderate
Strong
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Case Studies.
Case Study
7-Eleven Philippines Enhances Customer Support with Freshdesk
7-Eleven Philippines, a pioneer of 24-hour convenience stores in the country, was facing challenges with its customer support system. The customer support was outsourced to an external vendor, which resulted in limited visibility into customer query patterns and performance metrics. The company had no transparency into the vendor's analytics and could not validate their reports. They also had no visibility into the volume of calls, number of abandoned calls, etc. due to the use of the vendor’s telephony solution. This lack of control and visibility into customer support led the team to decide to bring the entire function in-house. They began exploring helpdesk solutions that would enable them to build a strong in-house support team.
Case Study
Kaafmeem Enhances Customer Operations with Freshchat and WhatsApp Integration
KaafMeem, a Saudi-based fashion e-commerce company, was facing challenges in its customer service operations. The company, which specializes in modern Arabic fashion, had traditionally used email and direct calls to handle sales queries, delivery information requests, and questions about refunds and replacements. However, they wanted to provide a more user-friendly channel for their customers to immediately access the Kaafmeem team. They were looking for a solution that would allow them to open a direct dialogue with their consumers, making the shopping experience as seamless and convenient as possible. The challenge was to find a platform that was popular among their customer base and could be integrated easily into their existing operations.
Case Study
Cheetah Digital's Transformation: Enhancing ESM with Freshservice
Cheetah Digital, a cross-channel customer engagement solution provider, faced significant challenges in its IT operations after breaking away from Experian in 2017. The newly formed IT team was understaffed with only four agents, insufficient to meet the volume of demands. The team had previously relied on Experian’s internal tools to manage IT requests and needed a new ticketing system. The company's IT roadmap was to be cloud-first, requiring a solution that could provide continuous maturity and stability. Additionally, the IT department recognized the need for automation to scale with increasing demand. The company also faced challenges in driving user adoption of the new ITSM solution, as most IT requests initially came in through emails or walk-ups.
Case Study
Kern High School District's Journey to 100% Customer Satisfaction with Freshdesk
The Kern High School District (KHSD) in California, which comprises 18 comprehensive high schools and 11 alternative, adult, career technical, and special education institutions, was facing a significant challenge in managing its customer service operations. The district office, which began its journey with Freshworks in 2014, had over 50 agents working out of Freshdesk to support the student information system, Synergy, used by over 4000 staff across 34 education institutions. The support teams were set up across functions with separate groups of agents who tackled payroll, student systems, admin, etc. However, they realized that while it was easy for teachers to reach out to their assigned IT technician when they had an issue with their computer, not everyone knew who to reach out to if they had issues with their paycheck or leave applications. This lack of a unified system led to confusion and frustration among both the staff and the agents. The agents were unsure if the incoming requests had already been addressed by someone else, and there was no way to extract metrics and monitor the performance of agents.
Case Study
Aramex Boosts Agent Productivity by 50% with Freshservice Implementation
Aramex, an international express, mail delivery, and logistics services company based in Dubai, was facing challenges in delivering consistent, quality IT services and support to its employees. As the organization grew, responding to service requests in a timely manner became increasingly difficult due to outdated processes and communication silos. Aramex was using an in-house legacy IT service desk that was rigid, ill-defined, and required constant resources to maintain and upgrade. The on-premise system was not easy to scale and could not keep up with the growing needs of Aramex. The company was in need of a flexible, agile IT service desk that could streamline its workflow and improve ticket resolution time.
Case Study
Bracknell Forest Council Boosts Self-Service Usage by 76% with Freshservice
Bracknell Forest Council, a local authority in Berkshire, England, was facing several challenges with their legacy ticketing system. The system was heavily reliant on traditional channels such as emails and phone calls, which limited the efficiency of the teams. The system required heavy customizations to meet the council's needs, making it difficult for non-IT teams to use. The council's IT environment was plagued with manual processes and the system was heavily siloed, restricting the flow of information among teams and resulting in longer resolution times. The council was in need of a modern, user-friendly IT service desk that would enable them to serve their customers better. They were looking for a solution that would provide self-service capabilities to reduce agent workload, visibility across teams for better collaboration, and an easy learning curve for non-technical teams.
Case Study
C&K Enhances Business Processes and IT Alignment with Freshservice
The Creche and Kindergarten Association Limited (C&K), a leading non-profit organization in Australia, faced significant challenges in managing its IT service management (ITSM) tool. With over 350 centres across Queensland, C&K was struggling to scale its processes, systems, and IT infrastructure to meet the demands of its expanding operations. The existing ticketing system was inadequate, leading to misrouted tickets, miscommunication, and a lack of visibility. The system's inability to categorize and route tickets to the right team resulted in confusion and inefficiency. Additionally, the workload was unmanageable, leading to employee burnout. The approval process was cumbersome, involving 10-12 pages of handwritten paperwork and uploading this information onto an external government portal. The lack of a priority matrix and SLA management led to ticket resolution times ranging from 2 days to 2 weeks, causing chaos and frustration.
Case Study
Jeanswest Enhances Customer Service with Freshworks
Jeanswest, a renowned denim brand with over 230 stores across Australia and New Zealand, was facing challenges with its customer service operations. The company's customer base is highly loyal and engaged, with 70% of all purchases coming from existing loyalty program members. However, as Jeanswest continued to grow, its legacy customer service platform started showing gaps that threatened its ability to maintain its high level of customer service. The primary channel used for customer service was phone, but the legacy system was unable to cope with increasing call volumes, capture missed calls effectively, or provide a robust reporting structure. This lack of visibility into customer queries and siloed operations was hindering Jeanswest's ability to optimize call rosters and gain insights into its customers' preferences.
Case Study
MISA's Success in Achieving 50% Query Deflection Rate with Freshdesk
MISA, an online fashion retailer, faced a significant challenge in managing customer support and communication during the COVID-19 pandemic. The shift in consumer behavior towards online shopping led to an explosive growth in digital footfall, increasing MISA’s average number of orders from 30-50 a day to about 70-100 a day. This surge in orders resulted in higher support volumes, with customers frequently enquiring about their orders and delivery status. The team struggled to prioritize issues as their existing email systems ordered conversations based on the latest response rather than the urgency of the queries. Additionally, the shift to remote work due to the pandemic raised concerns about effective team collaboration and communication. MISA also faced the challenge of dealing with repetitive customer queries, which were time-consuming and redundant.
Case Study
City Property's Transformation: Achieving 45% Increase in NPS with Freshdesk and Neo Platform
City Property, one of South Africa’s leading residential and commercial property management companies, faced significant challenges in managing its extensive portfolio and customer base. The company's operations were primarily manual, with a lack of automation in customer service processes and workflows. The outbreak of the pandemic further heightened the need for automation to improve the management of ticket enquiries across various channels and enhance the overall customer service experience. The company's most significant portfolio is residential apartment management, with a customer base comprising individuals, families, and businesses. The bulk of enquiries received were from individuals looking for residential or business space. The company had three teams, commercial, retail, and residential, focused on the specifics of each area of leasing. The customer service side served existing customers. The global lockdown during the pandemic outbreak posed a significant challenge as City Property’s operations were highly office-based, and the staff was not equipped to work from home. This situation severely impacted customer service, as the flow of information and agent productivity took a hit. The lack of automation, increase in WhatsApp enquiries, and just three agents handling all customer support tickets led to longer turnaround times and a significant drop in Net Promoter Score (NPS).
Case Study
Dineout Enhances Customer Service Experience with Freshworks
Dineout, one of India's largest restaurant tech platforms, was facing challenges in managing its customer service operations. Initially, the company relied on shared inboxes and a small team to manually handle communications. However, as the organization grew and began processing $800M worth of transactions for its partner restaurants, the need for a more systematic solution became apparent. The team aimed to create customer experiences as memorable as the dining ones. The challenge was to find a solution that could help them interact with customers effectively, provide quick resolutions, and offer a personalized service experience.
Case Study
Diversey's Transformation: Achieving 100% Productivity and Agent Satisfaction with Freshdesk
Diversey, a global hygiene company, was facing significant challenges with its customer support system. The team was using email and email groups to interact with both their customers and employees, which led to a loss of context, confusing threads, and difficulty in establishing who was working on which query. This lack of organization and accountability often resulted in teammates working on the same query. The customer support team was dealing with clogged up inboxes due to high volumes of mail and phone calls, repetitive tasks due to the lack of automations, a lack of customer history, zero transparency into customer queries, and loss of context and customer queries. There was no portal for customer/agent interaction, making it impossible to route queries/problems to the right person, and ticket resolution times were long. The quality and effectiveness of their service were being affected by unanswered emails/calls/chats, delayed responses, and a lack of reporting.
Case Study
Eastern Washington University's Transformation with Freshworks' ITSM Suite
Eastern Washington University (EWU), a comprehensive regional public university in Cheney, Washington, faced several challenges with its IT services. The university, which has a total enrollment of 12,633 students spread across multiple campuses and online, was struggling with legacy platforms, lack of end-user adoption, visibility and ownership of service requests, and scalability. The IT team at EWU was tasked with ensuring the on-time availability of technological facilities and services across all the campuses. However, the incumbent on-prem SolarWinds and ServiceNow solutions were not meeting the university's needs. The team was looking to modernize and scale the campus IT services, moving from on-premise to cloud-based solutions. The objective was to improve agent and end-user adoption and extend the solution instance across campus partners, departments, and other offices.
Case Study
Fluid Services Enhances Customer Support and Agent Accountability with Freshdesk
Fluid Services, a field service marketing and operations company, was initially managing customer queries and requests through a shared inbox. This system lacked accountability and transparency, often leading to a bystander effect where no one took ownership of incoming service requests. The company also faced challenges with their initial help desk solution, Zendesk, which did not meet their growing requirements. Fluid Services also needed to manage their customer support channels more efficiently. Phone support was the most popular but also the most time-intensive channel, and with a fixed number of agents, it was not a scalable solution. The company wanted to push text support but needed an integrated solution that could manage customer interactions across channels.
Case Study
Streamlining Supply Chain Management: A Case Study on HelloFresh and Freshservice
HelloFresh, a leading global meal-kit company, was facing significant challenges in managing and tracking incidents within the company. The company was using forms and spreadsheets on an ad-hoc basis, which proved to be inadequate with the growing operations and evolving needs. The challenges included error-prone and manual work, inability to identify and track bottlenecks, dependencies on multiple channels for cross-departmental collaboration, lack of traceability in task management, and lack of clean & accurate data for external and internal reporting. The company was in need of a service management solution that could standardize the approach to incident management and centralize information flow, leading to a single source of truth for all incident-related data.
Case Study
Katz Media Group Enhances ITSM Processes with Freshworks During COVID-19
Katz Media Group, the largest media representation company in the United States, faced significant challenges with its IT service management (ITSM), service delivery, and IT support. The company's legacy platform was not user-friendly, leading to knowledge silos and a lack of uniform ITSM processes and service SLAs. The incumbent on-premise ITSM solution was becoming a bottleneck, hindering integration, migration, and standardization of IT service and incident management. This situation was part of a broader technology transformation initiative that Katz was undertaking. The company needed to overhaul its existing functionality and improve scalability, which required a new solution to replace their incumbent on-premise solution.
Case Study
Koti Puhtaaksi's Transformation Journey with Freshdesk Towards Becoming Finland’s Largest Cleaning Company
Koti Puhtaaksi, a dynamic family-run business in Finland, had an ambitious plan to become the largest Finnish cleaning company. However, the company's existing customer support system was becoming a hindrance to this goal. The support system was segmented into three divisions, with customer interactions across all three groups conducted largely through email and phone. As a result, there was no single repository where past conversations could be recorded and accessed. Only the agent who had spoken with the customer would have context into the customer’s problem. With the number of agents and volume of customer queries steadily increasing, this system was no longer effective. Furthermore, with customer queries pouring in from different channels, the support team needed a single solution to streamline the customer journey and increase visibility of the various touchpoints.
Case Study
Kovai.co's Journey to 80% CSAT with Freshworks
Kovai.co, a B2B SaaS company, was facing challenges in managing customer support across its multiple teams spread across different geographies. The company was using email for support, which made it difficult to route queries to the appropriate team and ensure correspondence with the Service Level Agreement (SLA). The company was looking for a solution that would offer a high degree of adaptability and scalability, and a mechanism to track, monitor, and adhere to the SLA. As a multi-product organization with multifaceted teams, Kovai.co wanted to provide a granular level of support across the platform. The company also wanted to ensure that customers are taken care of, their needs are understood, and realistic expectations are set.
Case Study
Transforming Customer Service in Financial Services with AI Chatbots
The customer, a leading US financial services company and one of the largest credit card providers in the world, was facing challenges with their existing customer service model. They had over 8000 customer service agents handling queries on phone and digital channels, but their first foray into digital customer service in 2006, which involved live chat support on their website, was not as effective as they had hoped. Customers had to wait in a chat queue and could not switch tabs or leave the page without missing their turn and having to start over. The company wanted to improve this experience by adopting a more intuitive and familiar flow, similar to popular messaging applications like iMessage and WhatsApp. They also wanted to maintain the context of past issues the customer has faced to provide a more personalized experience.
Case Study
Logisfashion Enhances Operational Efficiency with Freshservice's IT Solution
Logisfashion, a multinational logistics operator specializing in intralogistics for the fashion industry and e-commerce, was facing challenges due to its rapid global expansion and growing IT maturity. The company needed a consolidated system that could capture incidents, identify problems, and initiate changes from a single platform. With over 1200 employees worldwide, the IT team was inundated with countless IT requests and support queries. Ensuring timely allocation and resolution of support tickets was a key priority. Additionally, Logisfashion sought to improve process consistencies and end-to-end visibility to enhance user experience and customer satisfaction. They aimed to streamline workflows, speed up incident resolution times, and implement a robust root-cause analysis to meet new business requirements. The company was in search of an IT service desk that offered ease of deployment, a robust ITSM solution, better resolution time, workflow automation, and real-time insights through reports and analytics.
Case Study
1-grid Enhances Customer Service Experience with Freshdesk and Freshchat
1-grid, a South African web hosting company, was facing challenges with its existing helpdesk software, Kayako. As the company expanded, the limitations of their software became more apparent. Incoming customer queries were grouped into a single queue and were not directly assigned to agents. This resulted in bottlenecks and affected customer response times. At its peak, 1-grid was receiving about 12,000 customer queries each month. These queries would come in through the website and remain in a single queue. The existing software did not offer any segmentation or automatic routing features, so managers would have to manually sift through the queries and assign the most appropriate agents for each. 1-grid needed a new platform that would help their team manage incoming queries in a faster and more efficient way.
Case Study
Revolutionizing HR Challenges in a Global Venture Capital Firm with IoT
Accel, a leading venture capital firm, faced unique HR challenges due to its complex organizational structure and the need to manage a large volume of inbound profiles. The firm's HR administrative tasks were being tracked manually, making the process inefficient and prone to errors. Accel receives around 50-60 inbound profiles daily, including those of senior professionals and industry experts. While these profiles may not always find opportunities within Accel, they could be suitable for Accel's 140+ Indian portfolio companies. However, maintaining these inbound resumes in Excel sheets and Google Drive was chaotic and unmanageable. The firm needed a solution that could seamlessly integrate and share all the information with their portfolio companies. Additionally, aligning the entire team on a single HRMS platform suitable for both internal and external usage was a significant challenge.
Case Study
Alice's Customer Service Transformation with Freshdesk
Alice, a leading travel tech start-up and Israel’s largest online travel agency, was facing significant challenges in managing its customer service requests. Prior to implementing Freshdesk, Alice used a shared mailbox for all agents to handle customer service requests. This system lacked a logical ticket-tracking mechanism, leading to inefficiencies and difficulties in monitoring and following up on tickets. As Alice continued to grow, this mechanism proved inadequate. There were no set service level agreements for ticket resolution, no escalation process for high-priority tickets, and no automations or rules in place to improve efficiency. The lack of these features resulted in agents spending unnecessary time choosing which tickets to address, and a lack of visibility into the overall customer support process.
Case Study
AWM Electrical Enhances Customer Support with Freshdesk
AWM Electrical, an Australian Electrical Wholesaler, was facing challenges in managing large volumes of emails across multiple accounts. The company had set up several email addresses for different teams including projects, purchases, sales, and other office branches, each receiving an average of 50-100 emails a day. This led to cluttered inboxes, making it difficult for the support teams to manage end-user requests. As a result, customer requests started slipping through the cracks, eroding the trust between customers and the company. The company was using Outlook to organize and respond to customer requests, but the system was not scalable with the business growth, leading to slow turnaround times and disappointing responses to priority requests.
Case Study
Big Bus Tours: Building a Unified Support Hub with Freshdesk Omnichannel
Big Bus Tours, the world's largest open-top sightseeing service, was facing a significant challenge in managing their customer support. With a scattered support team and no visibility into customer context, they were struggling to provide a unified and efficient customer service experience. The company was also missing out on identifying revenue-generating opportunities due to the lack of data. The support team was working out of a shared inbox, which provided little to no customer context, making it difficult to manage the increasing volume of queries. The data was too siloed to offer a unified experience to both the support team and customers. The company wanted to centralize all 23 separate in-city customer service functions and create a customer service excellence center. They also wanted to give customers the opportunity to communicate through any channel they choose, including social media.
Case Study
BrewDog's Customer-Centric Approach in Times of Uncertainty
BrewDog, a Scottish-born craft beer business, faced a significant challenge during the COVID-19 pandemic. With their bars closed, the company saw a surge in online orders and customer inquiries. The customer service team, which handles all e-commerce customers and general brand-related queries, was overwhelmed with the sudden increase in activity. The team was dealing with up to 2000 tickets a day during the lockdown, a significant jump from the usual 150-200 tickets. The fast-paced nature of BrewDog's operations, with new projects and initiatives launching daily, further complicated the situation. The company's existing processes, which were fairly manual, were not equipped to handle this surge in volume. The challenge was to quickly adapt and streamline their customer service operations to continue providing excellent service during these uncertain times.
Case Study
Brooke's Transformation: Achieving High Employee Satisfaction with Enterprise Service Management
Brooke, an international equine welfare organization, was facing challenges with its legacy ITSM tool. The management team wanted to evolve towards a more proactive approach, foreseeing and responding to issues rather than waiting for them to unfold. With significant investments in staff and technology services, it was crucial to improve employee productivity and power the next phase of growth. Brooke needed a mechanism to foster this culture, while being able to measure and evaluate the impact of their investment in technology and employees. The Information Services team, consisting of over 50 service agents, was using JIRA for their internal ticketing requirements. To efficiently manage asset tracking, streamline technology workflows for different service requests, and overhaul the existing functionality, Brooke began evaluating solutions based on UI simplicity, ease-of-use, flexibility in features, ITIL framework compliance, scalability, and cost-effectiveness.
Case Study
Campaigntrack's Transformation: Achieving 60% First Contact Resolution with Freshworks
Campaigntrack, Australia’s largest real estate marketing company, faced several challenges in its customer service department. The company initially relied heavily on individual agents for support, primarily via phone and email. However, as the company grew, this structure proved unsuitable due to the dependency on individual agents, leading to issues when they were unavailable. To address this, Campaigntrack tried creating agent groups to handle issues, but this led to difficulties in coordination, especially when the team was not in the same location, resulting in missed inquiries. Furthermore, there was a lack of transparency regarding the team's activities and workload balance. The company was also receiving a high volume of phone calls, approximately 8000, which needed to be reduced and distributed more evenly across other channels such as email and self-service.
Case Study
CeX WeBuy Leverages Freshdesk to Manage Surge in Customer Enquiries During COVID-19
CeX WeBuy, a global dealer of second-hand electronics, video games, and computing equipment, faced a significant challenge during the COVID-19 pandemic. The company, which relies heavily on its physical stores for buying and selling used products, was hit hard by the lockdown restrictions. The closure of stores led to a surge in customer enquiries, with ticket volumes increasing by over 100% compared to the previous year. The company was also dealing with the confusion over lockdown guidelines, with customers contacting individual stores to check if they were open and to get updates on their orders. Prior to the pandemic, CeX WeBuy had been using Zendesk to manage its customer support operations, but found it lacking in customization, support, and reporting options.
Case Study
Seamless Collaboration and Knowledge Sharing in Adelaide City Councils with Freshservice
In 2018, three large metropolitan councils based in Adelaide, the Cities of Charles Sturt (CCS), Marion (COM), and Port Adelaide Enfield (PAE), formed a collaborative partnership for the benefit of their communities. The IT teams of these councils were responsible for ensuring all projects planned for the communities were seamlessly executed and delivered in a timely and cost-effective manner. However, the IT infrastructure of all three councils was not closely aligned, which hindered collaboration and knowledge sharing across business functions. The Service Desk setup of the three councils was different and made effective collaboration and cross-team communication a challenge. All three councils had their own Service Desk solutions, so information from one could not easily be shared with the other councils. Two of the councils, PAE and CCS, also had ageing legacy software which needed to be modernised urgently.
Case Study
Code Engine Studio Streamlines HR Processes and Saves Time with Freshteam
Code Engine Studio, a software development firm based in Vietnam, was facing significant challenges in managing time off requests and calculating payroll for its rapidly growing team. The company was using spreadsheets and emails to track and respond to time off requests, which was becoming increasingly difficult as the company grew. The process was time-consuming, with the company spending up to 8 hours each month collating and finalizing time off and payroll data. The system was also prone to errors, with leave requests often being missed or not addressed on time. This led to difficulties in calculating payroll each month, as the HR team had to double-check various spreadsheets, emails, and chat messages to ensure accurate data. The company needed a simple, efficient platform through which employees could submit their time off requests and managers could approve or reject these requests in a timely manner.
Case Study
Freshworks' Omnichannel Engagement Solution Transforms Collinson's Customer Service
Collinson, a global leader in customer benefits and loyalty, was facing challenges with its customer service operations. The company was using a legacy telephony platform for customer communication, which was limited to two channels: email and phone. These channels were siloed, and operations were highly manual, leading to inefficiencies. Collinson wanted to improve the efficiency of customer interactions and bring services to market quicker. The company also wanted to shift from a CapEx-based cost model to a consumption-driven model. In 2020, the company had to accelerate its digital transformation project timelines to quickly equip customer service agents to work from home due to the pandemic. Furthermore, disruption in the travel industry prompted a new business requirement for Collinson to begin offering COVID-19 testing facilities at partner airports, which required customer service support from agents working from home.
Case Study
Conlog's Digital Transformation with Freshworks' ITSM Suite
Conlog, a global leader in smart metering, was facing challenges with its existing IT Service Management system. The legacy platform was becoming a bottleneck due to escalating licensing and customization fees, non-user-friendly interfaces, and a lack of workflow automation. The IT services team at Conlog was in search of a flexible solution that would enhance service efficiency, allow the creation of new fields on mandatory information, support contact creation, incident/service creation, and provide a summary description. They also needed a system that could easily add tasks to a service request, offer customization for the description, category, and product fields, and support a fully integrated workflow escalation process. In essence, Conlog was seeking an ITSM solution that would digitally transform its IT service landscape.
Case Study
Cure.fit Enhances Customer Support and Adherence to SLAs with Freshdesk
Cure.fit, a disruptor in the Indian fitness industry, faced challenges in maintaining an agile support team, increasing ticket resolution speed, and gaining a holistic view of the customer journey. As the company rapidly scaled up, the need for a dedicated customer experience team became apparent. The company's core philosophies included the belief that customer support should be the final frontier, meaning their products should be so good that customer support is rarely needed. They also believed in the importance of speed in resolving customer issues and empowering their support consultants with the right tools. However, the use of shared inboxes was proving to be an obstacle in achieving these objectives. Cure.fit needed a customer service solution that could manage customer interactions in totality and provide a stellar experience.
Case Study
Transforming Customer Service: A Case Study on Cutter Group's Success
Cutter Group, an IT solutions provider, was founded in 2005 with a customer-first approach to service. The company designs, deploys, and supports virtual infrastructure for organizations across various industries. However, Cutter Group faced challenges in maintaining its high standard of customer service due to the increasing volume of customer queries and the complexity of their needs. The company was using an open-source internal helpdesk system, but with the implications of GDPR compliance, it was necessary to invest in a more robust support platform. The company also needed a system that could handle the influx of tickets from larger customers and provide exhaustive monthly reports on support metrics. The COVID-19 pandemic further complicated matters as the company saw a 40% increase in support volumes due to customers shifting to remote work.
Case Study
Datahut Streamlines Hiring Operations with Freshteam
Datahut, a data extraction company, faced several challenges in their hiring process. The first challenge was filtering and shortlisting quality candidates from a vast pool of applicants, which was a cumbersome task for the HR department. Each job posting attracted close to 300 applicants, making the process of shortlisting and scheduling interviews a daunting task. The second challenge was managing the hiring process on spreadsheets. Moving candidates across various stages of the interview process, sending custom emails to select and reject candidates, and navigating through multiple excel sheets led to chaos and inefficiency. The third challenge was manually posting jobs to job boards. This process was time-consuming and inefficient, and they needed a solution that would streamline their process and optimize their hiring.
Case Study
Doctaly's Use of Freshchat to Streamline COVID-19 Consultations
At the onset of the COVID-19 pandemic, the UK's public health infrastructure and NHS frontline professionals were overwhelmed as patient numbers began to exceed available resources. Doctaly, an innovative Healthtech solution, was faced with the challenge of easing the demand on healthcare workers. The company needed to prioritize high-risk cases while also providing reliable guidance to patients experiencing COVID symptoms. The challenge was twofold: low patient adoption due to app fatigue and maximizing the efficiency of healthcare workers. The company had previously used Intercom and Twilio, but these solutions did not offer the breadth of capabilities needed for the new challenge.
Case Study
Doozer's Growth Acceleration through Freshsales: An IoT Case Study
Doozer, a SaaS platform specializing in real estate renovation, faced several challenges in managing their sales process. Their sales team had to handle three different target groups: craftsmen, B2B clients such as private housing companies and public housing schemes, and B2B2C clients that include individuals owning multiple houses that they rent out and need craftsmen regularly for renovation. The company was struggling with organizing data, following up with leads regularly, and managing a large number of leads. They were using Salesforce, but it wasn't flexible enough to meet their requirements. They needed a CRM tool that was flexible, highly customizable, and offered advanced workflow capabilities to manage their fast-growing business.
Case Study
Dunzo's Transformation: Enhancing Customer Service with AI and Chatbots
Dunzo, an all-in-one 24x7 delivery platform, was facing challenges in maintaining its high standards of customer service as it scaled operations. The company, which fulfills over 2 million orders per month across India’s top 8 cities, was looking for a high-performing tool to handle high volume and support their load. The customer service team realized that 60% of the order-related queries they received were generic, and they wanted to reduce the number of chats that go to an agent. They needed a platform that could provide structured team performance reports to improve their customer experience. Dunzo also wanted to offer service through a familiar and convenient channel for its predominantly GenZ and Millennial customer base, for whom messaging is second nature.
Case Study
Digital Transformation in Public Sector: East Midlands Shared Services’ Journey with Freshdesk
East Midlands Shared Services (EMSS), a strategic partnership between Leicestershire County Council and Nottingham City Council, was facing challenges with its legacy service management suite. The existing ticketing system had basic capabilities and lacked features that could drive support and self-service improvements. EMSS wanted to upgrade to a modern, cost-effective solution that would help create efficient self-service and query management processes. The team also needed to demonstrate that a new support system would deliver distinct business value for both the business and partners to secure funding for the project. Additionally, they had recently implemented new finance, HR, and payroll systems and wanted a service desk that would integrate well with their existing architecture, drive support improvements at scale, and promote self-service among end-users.
Case Study
edamama Streamlines HR Operations and Reduces Hiring Time by 50% with Freshteam
edamama, a rapidly growing e-commerce platform for mothers in the Philippines, faced significant challenges in their HR operations. The company was manually handling all HR tasks, from recruitment to employee management and time-off management. They lacked a career site and budget for job board postings, leading to manual candidate sourcing. The interview scheduling and feedback consolidation were also done manually, making it difficult to hire quality candidates for various roles. Employee data was scattered across multiple documents, and there was no centralized solution for storing all employee information. Time-off management was also a manual process, with employees applying via email and the HR team consolidating the data at the end of each month. These processes were time-consuming and involved a lot of manual administrative work for the three-member HR team at edamama. As a rapidly-scaling organization, edamama was looking for a solution to streamline their recruitment process and manage their employee data.
Case Study
Edinburgh Trams Enhances Customer Satisfaction with Freshworks
Edinburgh Trams, an award-winning tram operator based in Scotland, was facing significant challenges in customer service. The company was dealing with low customer satisfaction and inadequate reporting and customer insights. The customer service was initially shared with their sister organization, Lothian Buses, as part of an existing Service Level Agreement. However, as Edinburgh Trams matured as an organization, the decision was made to bring the Customer Services operation in-house. This was to ensure that Customer Relations Officers at Edinburgh Trams could provide personalized advice to customers in a timely and accurate fashion. However, the transition from a shared service to an in-house operation presented its own set of challenges, including managing customer queries across multiple channels such as email, phone, help-center, chat, and social media.
Case Study
Elsevier's Digital Transformation: A Cloud-First Approach to IT Services & Operations
Elsevier, a global information analytics business, was facing several challenges with its IT environment. As a digital-first and data-driven business, Elsevier’s IT team was required to operate at an unparalleled scale, speed, and efficiency. However, the existing ITSM tools could not support the fast-moving, agile organization or do justice to Elsevier’s strategic investment in AWS cloud infrastructure. This resulted in a suboptimal experience, with engagement between employees and IT hindered by legacy processes, tools, and questions relating to ownership. Furthermore, with slow time-to-value and limited user efficiency, IT at Elsevier was reactive rather than proactive. To move into the next phase of growth, Elsevier launched a digital transformation initiative to move to a cloud-first approach.
Case Study
Freshdesk's IoT Solution Streamlines ESS's Support to 700 School Districts and 80,000 Educators
ESS, an educational staffing solution provider, was facing challenges in coordinating customer support due to the use of shared inboxes. There was no defined system of assignment, leading to inconsistencies in client responses and a lack of insight into agent performance. The company was struggling to manage the high volume of queries from over 700 school districts and 80,000 educators across 27 states. The shared inbox system was not only inefficient but also time-consuming, as agents had to spend a significant amount of time organizing their personal and group inboxes. The lack of a unified support system was affecting customer satisfaction and the overall efficiency of the support team.
Case Study
Fantastic Services Doubles Chat ROI with Freshchat Implementation
Fantastic Services, a property maintenance service provider, was facing challenges with its custom-built live chat platform. The platform had limited capabilities and features, which resulted in agents spending more time manually picking up tickets and waiting for replies from idle customers, reducing agent concurrency. Furthermore, despite having a full in-house development team, maintaining the chat platform was proving to be difficult. Technical updates and maintenance slowed down support, and the company found it hard to manage the chat channel without external assistance. The company needed a solution that could enhance the efficiency of their sales and customer service teams and improve their chat-generated revenue.
Case Study
Felix Mobile's Digital Transformation: Achieving 98% CSAT with Freshdesk Omnichannel
Felix Mobile, an environmentally conscious, SIM-only telecommunications brand in Australia, faced the challenge of distinguishing itself in a saturated market. The company's vision was to offer a simple product and easy-to-use digital service while also considering its environmental impact. However, as a new entrant in a busy marketplace, Felix Mobile needed to find a unique selling proposition. The company identified 'digital-first customer service' as a potential differentiator. They aimed to provide an integrated experience for their customers, offering local and personalized service to ensure memorable customer interactions. However, to achieve this, they needed a vendor capable of integrating a chat platform with Felix's app and providing a seamless omnichannel experience for their customers.
Case Study
FinAccel's Journey to Achieving 98% CSAT with Freshchat
FinAccel, an Indonesian fintech company, was facing challenges with its customer support system. Initially, customers who needed to contact the support team would do so via the support email address or the native phone channel. This support email ran on Gmail and presented several challenges. The most significant of these was the lack of visibility over customer inquiries and resolutions. There was no way to track or measure critical support metrics like response times, and the shared inbox system led to issues with accountability and efficiency. Furthermore, FinAccel was keen to implement live chat to offer their users a familiar conversational experience, especially considering their target base of the Indonesian millennial population. This demographic has shown a preference for popular messaging applications like WhatsApp and Facebook Messenger, making it crucial for FinAccel to offer a similar, conversational and continuous customer experience.
Case Study
Finsure's Transition to Freshdesk: Enhancing Efficiency and Achieving a 94% SLA
Finsure, a rapidly growing mortgage aggregator in Australia, was facing a significant challenge in managing its broker network. The company relied heavily on email as the primary communication channel with its network of over 1550 brokers. However, the use of multiple shared inboxes to respond to brokers' queries and requests was proving to be inefficient and unmanageable. The sheer volume of incoming queries often caused their email client to crash, negatively impacting employee performance. The Commissions team, responsible for managing broker remuneration, was particularly affected. They were struggling to perform their day-to-day operations efficiently due to the sensitive nature of their conversations and the high volume of queries. The management at Finsure realized that shared inboxes were not a scalable solution and began looking for alternatives.
Case Study
Fitness Passport Streamlines Operations and Reduces Queries with Freshworks
Fitness Passport, a corporate health and fitness program in Australia, was facing several challenges in its operations. The organization was struggling with inaccurate data and reporting, which hindered their ability to make critical business decisions. The lack of insights was a significant issue as it prevented them from understanding what was working for their members and what wasn't. Additionally, there was a lack of cross-team collaboration, which was affecting their efficiency and productivity. The organization was also dealing with a high volume of routine queries, which was taking up a significant amount of their resources. The legacy Salesforce solution they were using was not providing the reliability and capabilities they needed.
Case Study
Georg Fischer Piping Systems Enhances Global Support Operations with Freshdesk
Georg Fischer Piping Systems (GFPS), a subsidiary of Georg Fischer, a leading supplier of piping systems, was facing challenges in managing its global support operations. GFPS's global customers relied entirely on its 30 sales offices and 20 production companies to execute their large-scale projects. The Global Service and Support (GSS) Team, led by Jürgen Harsch, was responsible for handling any technical queries, documents, certificates, project pricing, tender, and audits. However, the complex nature of the queries and the need for lengthy explanations, attachments, and images determined that email was the best form of communication for this purpose. The team was using shared inboxes for this purpose, but it soon became apparent that this system had its shortcomings. Once a team member forwarded an incoming query mail to his own Outlook mailbox to answer it, it disappeared from the view of others. This made it difficult to track the speed of response, learn from the answers, and identify recurring questions or regions with specific problems.
Case Study
Glenbrook High School District Enhances Support Structure with Freshdesk
Glenbrook High School District, located in Illinois, USA, was facing significant challenges with its outdated support systems. The district, which comprises several schools and serves over 5,300 students, was struggling to provide a streamlined and efficient support structure for its students, teachers, and staff. The existing tools, Servicewise and Web Help Desk, were underdeveloped and not fully cloud-based, making them difficult to use and ineffective in meeting the needs of the end-users. The lack of a robust support structure was leading to issues such as lack of follow-ups and closure of assistance requests. The district needed a solution that would not only replace the outdated systems but also bring structure to the support process.
Case Study
Enhancing Hiring Efficiency and Transparency at Gogoprint with Freshteam
Gogoprint, the largest online printing company in South East Asia, faced significant challenges in managing its talent pool and maintaining transparency across the hiring lifecycle. Despite being a printing company, Gogoprint identifies itself as a Tech and Marketing company, necessitating the acquisition of tech-savvy, independent, motivated, and self-driven talent. The company's unique hiring process, involving multiple rounds of screening, interviews, and practical tests, required a platform that could accommodate these steps while enabling collaboration among all stakeholders. Furthermore, as a rapidly growing business, Gogoprint had to fill several positions simultaneously, making it challenging to keep track of all interviews, follow-ups, and decisions.
Case Study
Happay's Growth and Customer Service Enhancement with Freshworks
Happay, a fintech startup specializing in corporate expense management, was facing challenges in managing its customer service operations. The company, which operates on a subscription model, needed to ensure quality customer service to maintain trust and encourage subscription renewals. With over 25,000 customer queries per month across various channels, Happay had outgrown its initial systems which were not interconnected. The company aimed to resolve each ticket within 16 hours, a target that was difficult to achieve with the legacy systems. Additionally, the support team had to collaborate with bank partners to resolve issues like invoice-related queries, technical bugs, and legal contracts. The lack of a unified system across internal teams made information sharing difficult. Happay was in need of a platform that would support their business model, unify their operations, and enable easy collaboration.
Case Study
Hindawi's Transformation of Customer Experience with Freshdesk
Hindawi Limited, a leading disruptor in the publishing industry, faced significant challenges in managing its customer service. The company dealt with four types of customers: authors, editors, reviewers, and readers, each with unique queries and needs. Initially, Hindawi managed support through Gmail, with each staff member having an individual account and email address. However, as the company grew, this method proved ineffective. There was no oversight or reporting on communications, and the shared inbox setup led to unclear ownership of incoming tickets. Customer queries were being passed from one team to another, leading to delays in responses and resolutions. Furthermore, Hindawi operates with a mix of in-house and outsourced customer service teams, which added another layer of complexity to their customer service management.
Case Study
IBA Cosmetics' E-commerce Success with Freshchat and Neo Platform
Iba Cosmetics, an India-based cosmetics company, faced a significant challenge when the COVID-19 pandemic forced a nationwide lockdown in India. The company, which had initially focused on offline retail, had to quickly shift its strategy to e-commerce. This sudden shift brought about a huge increase in the volume of customer queries, which the company struggled to manage efficiently. The company also wanted to replicate the meaningful human interactions that were a hallmark of their offline retail stores. However, the simple chat tool they initially implemented on their website and their WhatsApp Business account were not sufficient to handle the increasing volume of online queries.
Case Study
Instantprint Boosts Customer Satisfaction with Freshdesk-Powered Omnichannel Service
Instantprint, the UK’s largest online printer, experienced rapid growth of 136% over the last five years. However, this growth brought challenges in maintaining their high level of customer service. The team struggled with a lack of visibility, unable to establish a single customer view of all communications across channels. This led to duplicated work for agents when a single customer reached out on multiple channels. They also lacked an organized method of tracking the volume or nature of customer queries, making it difficult to identify and address common customer pain points. Furthermore, without a way to track Customer Satisfaction (CSAT) scores, they had no means to measure the effectiveness of their customer service. Lastly, shared inboxes led to confusion and lack of ownership, as agents had no visibility into who was answering which tickets.
Case Study
L’Osteria's Journey to 100% Customer Satisfaction with Freshservice
L’Osteria, a renowned restaurant chain with over 120 outlets across 8 European countries, was grappling with an outdated legacy system for managing its IT service delivery. The system's limited capabilities, ongoing maintenance and support issues, and poor user experience were impeding the restaurant chain's growth. The central IT department, which catered to all the restaurants, was inundated with repetitive requests on recurring issues such as WIFI problems and machinery breakages. This resulted in an excessive workload for the IT team and a lack of structure and automation in their operations. The legacy system was unable to support the scale and speed at which L’Osteria was operating, leading to inefficiencies and hindering their ability to provide top-notch service.
Case Study
LAMDA's Successful Streamlining of Global Examination Operations with Freshdesk
The London Academy of Music and Dramatic Art (LAMDA) is a prestigious drama school and a regulated awarding organization that offers globally recognized qualifications. The examinations department of LAMDA faced significant challenges due to the COVID-19 pandemic. Prior to the pandemic, LAMDA allowed customers to raise queries through tickets on the website or through phone calls. However, with the enforcement of lockdown and the shift to remote work, phone support had to be discontinued. This led to an exponential increase in the number of tickets coming in through Freshdesk, their customer support platform. Additionally, LAMDA had to transition from offline examination centres to online assessments, which led to a surge in queries about the new examination format and test requirements. The situation was further complicated by a reduction in the size of the customer service team due to the pandemic, resulting in each agent having to handle a significantly larger number of tickets.
Case Study
Mama Money Enhances Customer Support and Boosts Resolution SLAs by 40% with Freshchat
Mama Money, a rapidly growing tech company specializing in cross-border payments, was facing challenges with their customer support system. They were using Google Sheets to track all customer interactions, which became increasingly cumbersome as the company expanded into new regions and increased their field agent strength to 2500. The company was facing scaling and growth-related issues and needed a solution that could cater to their specific needs. These included identifying new channels for rapid market acquisition, managing the increased volume of customer interactions, and providing a simple and intuitive user interface, especially in markets like West Africa where users were less tech-savvy.
Case Study
MediusGo's Journey to Reducing Customer Queries by 40% with Freshdesk
MediusGo, a cloud-based tool developed by Swedish software company Medius, was facing a significant challenge in managing a high volume of customer support tickets. The company was initially using Desk.com from Salesforce as their customer service solution. However, the solution was soon retired, and MediusGo needed to explore alternatives. The company evaluated several solutions, including Salesforce Lightning, Zendesk, Kayako, and Freshdesk. The primary goal was to find a solution that would allow them to be self-sufficient and not rely on consultants for every move. They also wanted to improve the adoption of self-service among their customers to reduce the number of support tickets. The company receives a large volume of support tickets every month, and they wanted to equip their customers with the knowledge and tools they needed to solve their own issues, reducing the need for regular contact.
Case Study
Freshdesk Boosts Cinnamon Hotels & Resorts' Response Time and Revenue
Cinnamon Hotels & Resorts, a member of John Keells Holdings PLC, is a chain of 15 hotels and resorts across Sri Lanka and the Maldives. The company prides itself on providing luxurious experiences that attract a large number of foreign travelers. However, the company faced a challenge in managing online enquiries. These enquiries were initially handled by different teams across properties, depending on who got to it first. But with teams busy creating delightful experiences for guests on their properties, online enquiries did not get the attention they needed. These responses were crucial as they served as the gateway to potential customers. The properties that responded the fastest had a higher chance of winning over customers. Hasara Fernando, Assistant Manager - Online Marketing, realized that Cinnamon would be able to achieve a lot more with a central team focused on online enquiries that worked off a centralized platform.
Case Study
Alterra Mountain Company's IT Transformation with Freshservice
Alterra Mountain Company, a hospitality business with 15 ski resorts across North America, faced significant challenges in managing its IT operations. Each resort had its own unique ticketing system and process for IT support, leading to over eleven different processes to raise an IT support ticket. This lack of a unified system resulted in little to no visibility into the status of a ticket, especially for high-priority ones. The situation was particularly stressful during the busy ski season, as resources and time were not being used efficiently. Additionally, each resort had its own Service Level Agreements (SLAs) and processes, creating operational complexities and silos.
Case Study
Promoting Work-Life Balance and Improving Employee Satisfaction with Freshteam’s time off module
Cognologix Technologies, a fast-growing Product as a Service (PaaS) company based in Pune, India, was facing challenges in managing the time off process for its 160 employees. The company had been using Excel-based processes for recruitment and employee time off management, which led to a clutter of paperwork and a significant amount of effort involved in manual tracking, archiving, and managing data. The approval process was a combination of verbal and email-based communication with a highly complicated tracking mechanism. This lack of planning and time management was a significant concern, especially as the company had switched to a hybrid working model due to the pandemic. The situation was described as 'tedious, cumbersome and requiring a lot of follow-ups for planning leaves and accounting for them'.
Case Study
GC International Streamlines IT Support with Freshservice
GC International, a leading dental company with operations in over 100 countries, was facing challenges in managing its IT support across multiple locations. The lack of a centralized IT support system led to a lack of synergy between different regions, making it difficult to get a holistic view of the situation. Additionally, the company was in the process of rolling out SAP globally, which created additional demands for IT support. The company needed a solution that could capture data from the moment a ticket is created until the problem is solved, providing a clear view of the types of problems users report. This was vital for process management and data retention.
Case Study
Ice Norway Enhances Customer Care and Boosts Sales with Freshdesk Integration
Ice Norway, the third-largest mobile telecom operator in Norway, was facing a challenge in managing its customer care operations. The company had outsourced parts of its customer contact activity to different external parties, each using their own software. This resulted in a fragmented view of their three key performance indicators (KPIs): average handling time for each task, the hit rate (sales from an identified group of prospects), and the customer satisfaction score (CSAT). The company was struggling to strike a balance between reducing handling time and increasing sales through cross-selling and up-selling. They also wanted to maintain a high CSAT, which they believed was crucial for long-term growth. To achieve their growth objective of expanding their market share from 10 percent to 25 percent, they realized the need to integrate their three most-used customer contact channels: telephone, chat, and email.
