Thai Union deploys Freshworks solution to modernize IT service management globally

Paris, France - 2023-03-09

Freshworks Inc. today announced that Thai Union Group PLC, one of the world’s leading  seafood producers,  uses its high-value solution,  Freshservice®, to modernize IT service management at its operations across the globe. Thai Union’s global brand portfolio spans across North America, Europe, Asia, and the Pacific region and includes recognizable names such as John West, Red Lobster and Petit Navire.

With ambitious growth plans, which include strengthening the growth and profitability of its core businesses, Thai Union determines product development based on local insights and market preferences. To successfully grow,  the need to integrate new IT systems was evident to ensure fast and efficient IT support for Thai Union’s employees. 

To streamline IT operations, Thai Union opted to replace disparate legacy ITSM software for Freshservice – a high-performance tool that can be used by multiple teams across the different regions. The flexibility and ease of Freshservice's drag-and-drop Worfklow Automation builder made it possible to migrate, implement and maintain workflows seamlessly.

"This project led us to ask ourselves the right questions in terms of organization, and to define the automations we needed to implement to improve our efficiency,” said Romain Deguitre, CIO for France at Thai Union. “With Freshworks, we successfully created a ticketing system, with approximately 7,000 users in Thailand, 1,500 in Europe and 1,000 in the United States."

Thai Union uses Freshservice for many types of support in the areas of application, desktop and infrastructure. On the First Line Support side, hubs now exist within countries, with a cross-functional view between entities. Freshservice allows users to analyze tickets, to create groups in an intuitive way, and to define workflows that allow to create these virtual hubs.

John Crossan, Senior Vice President and General Manager, Freshworks Europe, said, “We are delighted to have helped Thai Union modernize its ITSM function on its journey to become more efficient as a business. Freshworks takes a fresh approach to software that is unlike enterprise software vendors, we provide high-value software without the high cost, giving our customers what they want and need to be successful.”

Freshservice's open platform allows for easy integration with existing technology solutions. Currently, 95% of Thai Union's tickets are automatically routed to the appropriate support agents. 

The company uses a knowledge base of more than 2,000 items to speed up ticket resolution times and has also implemented a service catalog, allowing users to initiate requests that are quickly addressed. This creation of service requests and management of approval workflows has accelerated the processing of requests. 

Thai Union also uses Freshservice to manage the onboarding process for new employees With more than 220 agents trained on Freshservice, Freshservice’s intuitive features allow the agents to resolve tickets faster. With employees spread across the geography, Thai Union finds managing IT assets through Freshservice easier. Additionally, the reporting and analytic capabilities allow Thai Union to create curated reports to obtain actionable insights. 

"Freshservice offers great flexibility: if we decide to change our organization, we no longer have any technical constraints to convert our ideas into a business model," concludes Romain Deguitre.

About Thai Union Group

Thai Union Group PCL is the world's seafood leader, bringing high quality, healthy, tasty and innovative seafood products to customers across the world for 45 years.

Today, Thai Union is regarded as one of the world's leading seafood producers and is one of the largest producers of shelf-stable tuna products with annual sales exceeding THB 141.0 billion (US$ 4.5 billion) and a global workforce of more than 44,000 people who are dedicated to pioneering sustainable, innovative seafood products.

The company’s global brand portfolio includes market-leading international brands such as Chicken of the Sea, John West, Petit Navire, Parmentier, Mareblu, King Oscar, Hawesta, and Rügen Fisch, Thai-leading brands SEALECT, Fisho, Qfresh, Monori, OMG Meat, Bellotta and Marvo, and ingredient and supplement brands UniQ®BONE, UniQ®DHA and ZEAvita.

As a company committed to “Healthy Living, Healthy Oceans,” Thai Union is proud to be a member of the United Nations Global Compact, a founding participating company of the International Seafood Sustainability Foundation (ISSF), and current Chair of Seafood Business for Ocean Stewardship (SeaBOS). Thai Union's on-going work through its SeaChange® sustainability strategy was recognized when the company was ranked number one in the world on the Food Products Industry Index of the Dow Jones Sustainability Indices (DJSI) in 2022 and listed on the DJSI for the ninth consecutive year. Thai Union was also named to the FTSE4Good Emerging Index for the sixth straight year in 2021. Find out more about our work at seachangesustainability.org.

About Freshworks

Freshworks Inc., (NASDAQ: FRSH) makes business software people love to use. Purpose-built for IT, customer support, and sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 63,000 customers including Allbirds, Blue Nile, Bridgestone, Databricks, Klarna, NHS, OfficeMax, and PhonePe. For the freshest company news visit www.freshworks.com and follow us on Facebook, LinkedIn and Twitter.

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Media Contact Abigail Watts pr@freshworks.com