Back to Press Releases Berlin September 11, 2023

Freshworks Inc (NASDAQ: FRSH), announced that Rubix, a leading wholesale distributor of industrial products and services, uses Freshdesk™ to automate its HR workflows, implement self-service and leverage dashboards to improve service quality and make internal processes more efficient. 

With Freshdesk, Rubix can now create KPIs, track error messages, and collect and analyze previously uncollected data. The company has experienced a 97% success rate of closed tickets, as well as increased workflow automation. 

As a growing company, Rubix faced a number of challenges including coordinating centralized and decentralized offices, adjusting to scalability , and data collection and reporting capabilities. It became increasingly important for the management, as well as employees, to have a self-service way to customize themes easily and without the need  for programming knowledge. By switching to Freshworks, Rubix streamlined its internal operations and improved its quality of service.  According to Freshworks’ 2023 customer service benchmark report, on average, retail organisations using Freshdesk have been able to achieve 93.4% CSAT scores, 95.10% Resolution SLA compliance and a resolution time of less than 24 hours. 

Freshworks enables Rubix to systematically track tickets, analyze issues based on facts, and make repair processes more efficient. Departments and locations can now collaborate since Freshdesk seamlessly routes information between the teams making communication visible to all employees, resulting in the quicker resolution of issues. 

"We are now using Freshdesk in many areas of the business and increasing the measurability of our internal service levels,” explains Boris Kistenpfennig, Director of Operations at Rubix DACH.  “Another major benefit comes from the fact that we can run open tasks through our company without media disruption." Freshworks also enabled Rubix  to improve its automation capabilities. Freshdesk identified and automated repetitive tasks, resulting in time savings and smoother onboarding and offboarding processes for employees. Additionally, using the self-service catalog, employees can manage their own requests and automatically assign approval rules.

"Rubix is a great example of a company being proactive in the face of many challenges," said Gabriel Frasconi, Senior Director of Sales for DACH, France and Southern Europe at Freshworks. "Freshworks prides itself on delivering software that provides high value and can scale with growing companies. We’re pleased Rubix has chosen Freshworks to help them with their software needs and as they continue to scale and grow."

Rubix plans to continue to expand its automation efforts to continuously improve customer service efficiency and quality.

About Rubix

Rubix is a wholesale distributor of technical products and services. The company is characterized by growth and acquisition of companies, that is, it grows by acquiring smaller distributors, which are then integrated and brought back to the market with a larger range of products. Rubix is thus growing both in terms of assortment and due to increasing regional coverage.

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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Media Contact

pr@freshworks.com