Back to Press Releases Sao Paulo April 04, 2024

Freshworks Inc. (NASDAQ: FRSH) announced that OdontoCompany, the largest dental chain in Brazil, has successfully implemented Freshdesk and Freshservice to revolutionize its IT operations across various departments, resulting in streamlined service delivery and heightened customer satisfaction.

Founded in the early 1990s, OdontoCompany has rapidly grown from a single clinic to become Brazil's premier dental clinic franchise network, with 1,700 clinics serving 25 million consumers across more than 1,000 municipalities. With an average of 30 new dental clinics opening each month, the company faced the challenge of efficiently managing franchisee services amidst this rapid expansion, while also encountering the need to scale IT service delivery to meet the growing demands of its operations. In response, OdontoCompany turned to Freshworks to standardize processes and provide enhanced support to its stakeholders.

Freshworks’ solutions were adopted across four critical departments within OdontoCompany: franchisee support, partnership support, legal affairs, and IT. The journey began with Freshdesk implementation in the franchisee support area, yielding significant improvements in service efficiency and reduced response times. The average initial support time for franchisees decreased from three hours to five minutes, and the time to resolve support tickets was halved. Building on this success, OdontoCompany extended the implementation to partnership support and legal affairs, resulting in enhanced operational efficiency and streamlined service delivery across the organization.

With Freshservice deployment, OdontoCompany established strong IT governance practices, ensuring seamless operations amidst rapid expansion, leading to significant improvements in support efficiency and impacts in change management, incident and problem management, prerequisites for auditing, and SLA improvement.

"The average time for ticket resolution decreased from 24 hours to 12 minutes over the past 12 months in franchisee support," said Alexandre Ricoy, IT Director of OdontoCompany. "Based on franchisee support reports, we found that, through Freshworks, it was possible to map which franchises made more requests, investigate the root cause of the most recurrent requests, and as a result, the number of calls dropped considerably." 

OdontoCompany continues to uphold its commitment to delivering exceptional dental care services, empowered by the innovative solutions provided by Freshworks. As the company looks towards the future, it remains dedicated to leveraging technology to drive operational excellence and elevate customer experiences. 

“We believe customer service software should empower people, not frustrate them,” said Willian Pimentel, Freshworks Senior Regional Director, LATAM at Freshworks. “Many software tools today are overloaded, expensive, siloed, and slow. Freshworks’ solutions are easy to use and help employees to do their best work more efficiently, which improves customer satisfaction.”

About OdontoCompany

OdontoCompany is the largest and most complete chain of dental clinics in Brazil, with more than 1.700 units across the country. The franchise was born with the aim of multiplying the smile of Brazilians, by offering quality and affordable dental treatment to people. Since the beginning in 1990, they have been pioneers in talking about the importance of prevention and the need for oral health care, in addition to offering several advanced procedures in the areas of Orthodontics, Dentistry, Aesthetics, Endodontics and Implantology. Today, OdontoCompany offers more than 50 treatments and has more than 10 million active customers in the country.

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 67,000 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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