Back to Press Releases Dubai August 29, 2023

Freshworks Inc. (NASDAQ: FRSH), today announced that Commercial Bank of Dubai (CBD), a leading banking institution in the UAE, has enhanced its customer service operations with the implementation of Freshdesk™. By leveraging Freshworks’ customer experience software, CBD has digitized and automated key processes, resulting in a 50% reduction in customer support resolution time.

CBD is one of the largest banks in the UAE with a reputation for delivering innovative digital banking solutions. With high-ticket transactions amounting to hundreds of millions of dollars, CBD’s customer service function is critical to its success. Recognizing the importance of providing superior customer experiences, CBD invested in Freshdesk – Freshworks’ flagship customer support software.

“At CBD, we are constantly working on enhancing our customer service to provide a seamless banking experience to our customers. Our relationship with Freshworks leverages digital platforms to provide high-class and personalized customer service to our Corporate Customers. We are delighted to state that Freshworks helped in enhancing our customer service team’s efficiency, cutting our resolution times by nearly half.” said Anurag Saigal, Head of Investment and Transaction Banking at CBD.

CBD has deployed over 60 automations that increase the productivity and effectiveness of its customer service team. Leveraging Freshdesk, CBD has empowered its customers to self-serve for basic queries such as login issues or forgotten pins. This approach has reduced the average number of tickets agents receive per month by 28%, providing further evidence of Freshdesk’s positive impact.

The financial services industry demands a high standard for data security, a requirement that Freshworks Marketplace app integrations support. CBD uses Masking to ensure customer protection and compliance, and a credit card integration to comply with Central Bank guidelines. “Freshdesk has provided us with the flexibility to execute on any requirement with no restrictions and rapid solution deployment,” added Ben Crampton, Client Excellence & Service Delivery at CBD.

“The Commercial Bank of Dubai is at the forefront of digital innovation in the banking sector and we’re happy to provide them with the technology required to deliver delightful customer experiences every day,” said Pradeep Rathinam, Chief Revenue Officer at Freshworks.

About Commercial Bank of Dubai (CBD)

Commercial Bank of Dubai was established in 1969 and is registered as a Public Shareholding Company (PSC). The Bank is listed on the Dubai Financial Market and is mostly owned by UAE Nationals, including 20% by the Investment Corporation of Dubai (ICD). Over the years, Commercial Bank of Dubai has built itself into a progressive and modern Banking institution, endowed with a strong financial structure and strong management, as well as a loyal and ever-increasing customer and correspondent base. Today CBD is one of the leading banks in the United Arab Emirates and offers its customers a full range of retail and commercial banking products and services.

For additional information, contact CBD’s PR and Media team at PRandMedia@cbd.ae 

About Freshworks Inc.

Freshworks Inc., (NASDAQ: FRSH) creates business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our AI-boosted products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 65,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna, and OfficeMax. For the freshest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn, and Twitter.

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