Back to Press Releases London, UK September 28, 2023

Freshworks Inc. (NASDAQ: FRSH) today announced it helped  UK-based branded multi-beverage manufacturing business, AG Barr, digitally transform its IT service management (ITSM) using the cloud-based solution, Freshservice®.

Established over 140 years ago in Scotland, AG Barr operates across the UK and internationally with almost 1,000 people across 10 UK sites. The company is home to some of the UK’s most loved soft drink brands – from the iconic IRN-BRU to the vibrant fruit-based brand RUBICON and the unique range of Barr flavours.

With thousands of IT service tickets submitted to IT support each month, AG Barr’s previous helpdesk tool prevented the business from coping with the growing needs of its expanding business. The IT processes were ad hoc and manual in nature —plagued with lots of shoulder tapping, not enough recording of data,  and a lack of dashboards and reports to show metrics.  To continue driving business forward, the company required an ITSM solution that fit its needs and it adopted Freshservice as its new ITSM solution.  

With more than 70% of the organisation using Google Workspace, and since every employee has a Google account, AG Barr knew integrating with Google Workspace was crucial to meet employee expectations for facilitating easier collaboration and support.   Freshservice enabled AG Barr to seamlessly move its teams to Freshservice and allow for these integrations.

As AG Barr operates 24 hours a day, it was crucial that AG Barr could support its users outside of normal business hours. Adding Azure Active Directory and workflow automation has not only allowed users working at company sites based out of hours to reset their Azure Active Directory passwords automatically, but it has also enabled remote access users to do the same, saving the costs of out-of-hours support staff.

 “We’ve been focusing heavily on the integration of digital technology into all areas of the business, and implementing Freshservice is a really positive step forward for us,” said Graeme Hendry, Service Delivery Manager at AG Barr. “Freshservice has allowed us to improve our service management across the entire organisation. Aside from reducing the volume of tickets, we are now able to proactively solve issues and improve efficiencies.”

Freshservice can be implemented in just a few hours, offering unrivalled time-to-value, and low total cost of ownership (TCO), with no engineers or consultants needed.

Hendry said, “I got approval to try Freshservice from my manager on a Friday. I spent the weekend, just an hour here or there, putting some basic rules and administration in place. I introduced it to one of my team members on Monday and asked them to log in and see what they think. They said it's ready to use! We really didn't need any hand-holding to get Freshservice going.”

In addition, with Freshservice AI-powered chatbots, AG Barr has unleashed the power of automation and self-service. The company currently uses a bot within Freshservice, internally branded as BruDog, to provide rapid support to employees – saving agents time and resolving over 2,000 tickets a month.  Using the service request management feature and automation, the company can streamline workflows to direct requests to the relevant teams and categorise tickets based on their criticality. This has optimised ticket prioritisation and resolution while providing crucial status insights on tickets.

Simon Johnson, Senior Sales Director UK & Ireland at Freshworks said, “Companies like AG Barr need to scale efficiently to deal with a surge in the volume of customer queries. Freshservice enables support agents to automate queries or respond with self-service tools, or with direct contact in an accelerated way. We’re thrilled to see AG Barr transforming its entire service management across the organisation, and look forward to helping them with continued success in future.”

About AG Barr

Established over 140 years ago in Scotland, AG Barr operates across the UK and internationally. The company is home to some of the UK’s most loved soft drink brands – from the iconic IRN-BRU to the vibrant fruit-based brand RUBICON and the unique range of Barr flavours. Today, Barr Soft Drinks employs around 860 people across seven UK locations, while the wider group employs closer to 1,000 people across 10 UK sites. 

About Freshworks

Freshworks Inc., (NASDAQ: FRSH) creates AI-boosted 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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