From Chaos to Clarity: Freshworks for IT Management

Prepared By : Dhawal Saratkar, Omkar Jadhav

Introduction

Business automation has advanced significantly, transitioning from basic rule-based workflows to sophisticated, AI-powered, fully integrated ecosystems. In the modern, fastpaced business environment, companies require intelligent automation solutions to enhance efficiency, minimize manual labor, and elevate customer experience.

Freshworks has established itself as a frontrunner in the realm of business automation, providing AI-enabled tools and comprehensive workflow automation capabilities across various domains, including customer support (Freshdesk), sales (Freshsales), IT service management (Freshservice), and marketing (Freshmarketer).

In this blog, we will delve into how Freshworks revolutionizes business automation through the implementation of artificial intelligence, no-code automation, workflow orchestration, and API integrations. We will examine how these cutting-edge solutions empower businesses to efficiently scale their operations, thereby driving productivity and success.

The Evolution of Business Automation Business automation has come a long way from its inception. Initially, automation was confined to rule-based workflows that required manual programming and maintenance. These early systems were rigid and limited in scope, often failing to keep pace with dynamic business needs. However, the advent of AI has transformed automation into a more adaptive and intelligent process. AI-driven automation systems can learn from data, make decisions, and continuously improve, allowing businesses to achieve unprecedented levels of efficiency and agility.

The Need for Smart Automation Solutions In today’s rapidly evolving business landscape, organizations must adopt smart automation solutions to stay competitive. Manual processes are not only time-consuming but also prone to errors. By implementing AI-driven automation, companies can streamline their operations, reduce operational costs, and improve overall accuracy. Furthermore, smart automation solutions enhance the customer experience by enabling faster response times, personalized interactions, and proactive problem-solving.

Overview Of Freshworks

Freshworks is a global platform  used for  customer engagement and business automation solutions, helping organization to  streamline IT service management.

Freshworks was founded in 2010 by Girish Mathrubootham and Shan Krishnasamy in Chennai, India.The idea behind the freshworks is to  provide affordable and easy to use solution for the purpose of customer support over the time Freshdesk – A customer support channel gained popularity and  became flagship product of freshworks  after that  the company expanded its product suite which includes :

Freshworks is a First Indian SaaS Company to IPO Listed on NASDAQ in September 2021, marking a major milestone in global SaaS innovation also ranked as a leader in customer support, CRM, and ITSM by analysts like Gartner and Forrester.

Till today freshworks served 65,000+ Customers Worldwide which includes all size ranges  of the organizations.

Key Products

Freshworks offers a range of modern business software products designed for automating IT, customer service, and support. Key products include:

• Freshdesk: Freshdesk is an AI-driven, omnichannel ticketing platform designed to streamline customer support across multiple channels, including web, email, phone, chat, and social media. It facilitates seamless management of customer inquiries.
• Freshservice: Freshservice is an AI-powered IT Service Management (ITSM) solution that enhances issue resolution speed, asset management, and workflow automation. This tool is tailored to help organizations optimize their IT operations.
• Freshsales: Freshsales is a robust Customer Relationship Management (CRM) system that assists sales teams in closing deals more efficiently by automating repetitive tasks, tracking leads, and offering valuable insights to drive sales performance.
• Freshchat: Freshchat is an advanced messaging platform that enables businesses to deliver conversational support and self-service options across various channels such as web, mobile apps, WhatsApp, Facebook Messenger, and more.
• Freshcaller: Freshcaller is a phone system crafted for sales and support teams. It is designed to streamline communication processes, enhancing team efficiency and customer engagement.
• Freshmarketer: Freshmarketer is a marketing tool specifically built for e-commerce businesses to engage and convert customer leads. It provides comprehensive marketing automation and analytics to drive customer engagement and conversion rates.

Features and Benefits

FEATURES

Freshworks is rapidly  transforming business operations along with its scalable solutions designed for customer support, sales, IT service management. Whether you’re a new-age startup or a grown enterprise, Freshworks offers easy-to-use and cost-effective solution that help Organisations to  enhance its productivity and efficiency.

AI-Powered Automation:  Freddy AI

• AI Chatbots – Automates conversations.
• Advanced Ticket Routing : Assigns tickets based on their priority.

No-Code & Low-Code Workflow

• Drag-and-Drop Workflows: There is no need of coding.
• Omnichannel Support: Manages the customer interaction through various source in one place.
• Knowledge Base – Empower customers with instant solution.

Orchestration

• Escalation Rules – Helps to manage issues for rapid resolution.
• collaborative issue resolution- Allows multiple departments to collaborate to resolve issue. 

Security & Compliance

• Role-Based Access Control : Ensures Only an authorized person is able to manage the actions on workflow.
• ISO 27001, SOC 2, GDPR, and HIPAA Compliance – Enables data security across all  workflows.

Advanced Analytics

• Create reports tailored for  business :  create custom reports to track the business.
• Customize reports to reflect  business needs as well as style.
• provides Real-Time Dashboards to readily track your progress.

BENEFITS

• Increased Efficiency: Automate repetitive along with manual tasks with minimized human error.
• Cost-Effective : Affordable than other enterprise solutions.
• Easy to use : Easy to understand and implement solution.
• Scalable along  Customization  : Works for new age startups as well as for large organizations.
• Globally  Accessible : Can access from anywhere.
• Enhanced Productivity: Automates the repetitive tasks with faster execution along time.
• Secure & Compliant: data protection ensures trust and reliability.

Customer Success Stories

1. BRIDGESTONE  average ticket age by 97% with Freshdesk.

CHALLANGES	SOLUTIONS
Siloed legacy support infrastructure  No documentation of service history Inefficient internal collaboration Manual ticket assignment	Unified support interface Self-service SLA enforcement Automated ticket assignment Integration with internal applications

• DECATHLON scores with streamlined customer service.

CHALLENGES	SOLUTION
High volume of requests led to missed customer inquiries. Lack of standardized ticket documentation caused handoff issues. Inefficient customer feedback collection due to no integrated CRM. Difficulty in tracking and following up with customer support questions.	Automate workflows for customer support requests. Provide a channel to proactively gather customer feedback Adapt and scale with continued growth.   Measure employee productivity.

• DATABRICKS finds success with Freshservice’s AI-powered automation for IT support.

CHALLENGES	SOLUTIONS
Inefficient IT service desk using email and Slack. Struggled with 5,000 employees’ IT requests. Long resolution times, SLA issues, and poor tracking	Self-service knowledge base reduces IT tickets. Easy ticket submission & tracking via Freshservice portal. Unified self-service portal for all business functions.

You can find more customer success stories on the Freshworks website.

: Freshworks Customers: Customer Stories of Success

Conclusion

Freshworks is revolutionizing the way businesses engage with customers, manage sales, streamline IT services, and automate workflows. Its AI-powered automation, user-friendly design, and scalable infrastructure make enterprise-grade solutions accessible to businesses of all sizes, without adding complexity or incurring high costs.

Key Takeaways:

1. AI Efficiency: Freshworks automates repetitive tasks, significantly reducing workload and improving productivity. By leveraging AI, it allows businesses to focus on more strategic activities.
2. Omnichannel Support: Freshworks seamlessly connects with customers across email, chat, phone, and social media through a unified dashboard. This ensures consistent and efficient customer support across multiple channels.
3. Scalability & Flexibility: Freshworks is designed to grow with your business, ensuring high performance and cost-effectiveness as your business expands. Its adaptable infrastructure supports both small and large-scale operations.
4. User-Friendly Interface: The no-code automation and intuitive design of Freshworks make implementation quick and easy. Users can create and manage workflows without extensive programming knowledge, democratizing automation within the organization.
5. Real-Time Insights: Freshworks provides real-time analytics, enabling businesses to make data-driven decisions. This timely access to insights helps in optimizing operations and driving better outcomes.
6. Enterprise-Grade Security: Freshworks ensures compliance with ISO 27001, SOC 2, GDPR, and HIPAA standards, providing robust security measures to protect sensitive data and maintain regulatory compliance.

In summary, Freshworks offers a comprehensive suite of solutions that transform business operations. Its innovative approach to automation, combined with a user-centric design and robust security, makes it the ultimate choice for businesses seeking to enhance efficiency, customer experience, and growth potential.

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