Back to Press Releases Utrecht December 13, 2023

Freshworks Inc. (NASDAQ: FRSH) announced Teijin Aramid, a world leader in high-end fibres (aramids), has been fully managing its IT organisation using Freshservice.  Within six months,  the organisation has seen great improvements including faster IT service, lower costs and improved user-friendliness for both employees and customers. All of which have led to higher customer satisfaction. 

As an international company with over 2,000 employees, Teijin Aramid relies on IT as an important part of its operations. The digital transformation is creating more and more data-driven processes. To meet the changing needs of the company, Teijin Aramid has implemented a “SaaS-first” strategy – putting IT front and centre. Fully managing the IT organisation with a single tool has become essential.   

Teijin Aramid needed to find a modern solution that could provide ITSM and Information Technology Infrastructure Library process automation, as well as support project management, alert management, SaaS management and contract management. After a careful selection process with a long-term vision in mind, Teijin Aramid chose Freshservice for Enterprise Service Management including IT, Human Resources and Facilities departments.

"Digital transformation stands or falls with managing your IT in the right way,” said Joost van den Reek, Manager PPM & SMO at Teijin Aramid.” Our IT organisation needs to mirror the SaaS-first strategy we have in place.. Freshservice excels when it comes to being user-friendly.  It’s efficient and intuitive for both our employees and our customers. We can suffice with a single solution that fully meets our expectations. It increases our decisiveness, and it leads to satisfied employees and customers alike." 

With the automation and standardisation of having Freshservice handle the IT team’s tickets and service requests, Teijin Aramid has experienced higher customer satisfaction and at lower costs. Customers' service-level agreements are also managed in Freshservice, and the Asset Management function allows Teijin Aramid to keep an inventory of all hardware within the IT organisation. The existing monitoring within the infrastructure landscape is integrated with Freshservice. As soon as an alert comes from that monitoring tool, a ticket is automatically created with a priority high. 

Martijn Simons, Senior Sales Director and General Manager, Benelux and Nordics at Freshworks said, “Teijin Aramid is a perfect example of how companies of all sizes can leverage business software to make the lives of their employees and their customers easier. This unique approach to using a single solution has created operational efficiencies and accelerated digital transformation for customers. We’re proud to offer our customers easy-to-implement software solutions that deliver high-value at an affordable cost.”

ITSM global training and consulting advisor, Pink Elephant, rolled out the Freshservice Enterprise Service Management implementation to  Teijin Aramid’s IT, Human Resources and Facilities departments within three months.  

Misha Macinski, Business Unit Manager at Pink Elephant said, "Freshservice was definitely the best match for Teijin Aramid. In particular due to the usability and speed, ease of implementation and the very pragmatic approach of Joost van den Reek."  

About Teijin Aramid 

Teijin Aramid is a subsidiary of the Teijin Group and world leader in aramids. Its aramid products Twaron®, Teijinconex®, and Technora® are renowned for their strength, sustainability, safety, heat resistance and low weight and are used in a variety of markets and segments, including automotive, safety and life protection, aerospace and a wide range of industrial applications. These high-performance materials are produced in the Netherlands, Thailand and Japan. For more information: www.teijinaramid.com

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 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 X.

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