Back to Press Releases Utrecht December 07, 2023

Freshworks (NASDAQ: FRSH) today announced International Car Lease Holding, the lease entity of Van Mossel Automotive Group, uses Freshdesk™ to professionalize its customer service by creating efficiencies with incoming queries, allowing for better workflows and by offering support via live chat and WhatsApp.   

Van Mossel Automotive Group is a 75-year-old Dutch mobility company comprised of automotive dealers, damage and lease companies for the private and business market.  It operates in the Netherlands, Belgium, Germany, France, the UK and Luxembourg and includes International Car Lease Holding, its private lease entity.

Van Mossel has a high volume of customer contact. Therefore,  customer service agents needed better oversight of customer queries including easy retrieval of conversation history for a complete view of the customer.   Because of its rapidly growing private leasing division, Van Mossel researched an array of solutions to find one to best meet the company’s needs.

"We looked at various options and, due to the combination of service, functionality and flexibility, ended up with Freshworks and premium partner Gorilla Services,” explains Dennis van der Weide,  COO of International Car Lease Holding. “Onboarding such a software package is an intensive and exciting phase and the consultancy Gorilla Services offered us was very important to us. Not only did this help with the transition, but is also important for further development in the future. The contact with them is very strategic. Where do we want to go? What bigger issues are we running into? Together, we always find a solution."  

With Freshdesk's smart routing, tickets at Van Mossel are intelligently routed to the right department based on agents' skills and workload. This streamlined approach assists Van Mossel customer service agents in determining what tasks to prioritize and when, leading to increased efficiency with higher ticket resolutions per agent and faster resolution times.
"We are delighted to optimize Van Mossel's customer contact with Freshdesk. Technology plays an increasing role in the way both employees and customers are engaged in their work,” says Martijn Simons, Senior Sales Director and General Manager, Benelux and Nordics at Freshworks. “A survey conducted by Freshworks found that 82% of employees surveyed said their happiness at work is significantly influenced by how well technology performs in their workplace. We believe that software that is easier to use contributes greatly to employee satisfaction by helping them to be more productive. This sentiment is echoed by Van Mossel as they tell us that their customer service agents are doing a better job and that makes it more fun for them. And that's exactly what you want as an employer. Happy customers and happy employees."

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 66,000 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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