Back to Press Releases São Paulo August 16, 2024

Freshworks Inc. (NASDAQ: FRSH) today announced that Piracanjuba, a leading dairy producer in Brazil renowned for its extensive product portfolio, has successfully implemented Freshworks' Freshservice powered by AWS to streamline enterprise service management (ESM) across 17 critical business units. This strategic move comes after the company decided to transition from its previous IT service management (ITSM) provider due to cost and customization challenges.

Piracanjuba, known for its innovation and operational excellence, faced difficulties extending the capabilities of their existing ITSM solution to non-IT functions, which prompted the search for a more flexible and cost-effective ESM solution. Freshservice, with its customizable workflows and ease of implementation, was the clear choice to achieve the company's ambitious goal of migrating within five months, all without disrupting their operations. Piracanjuba started with the logistics department—a strategic move considering the department's complexity.

"We started with our logistics department to put Freshservice to the test in our most challenging area, and it exceeded our expectations,” said Wanessa Borba, IT Governance Coordinator at Piracanjuba. “Freshservice has simplified service delivery across various departments, empowering employees with a unified, self-service portal. The platform's intuitive design and seamless migration have proven effective, even in our most complex operational areas."

Freshservice's adoption has been remarkably swift, with 90% of Grupo Piracanjuba's 3800 employees using its features within the first three months. The platform's user-friendly interface and ability to enhance service quality while maintaining data security through strict role-based permissions have been critical factors in this rapid uptake.

"By choosing Freshworks, Piracanjuba has demonstrated a commitment to driving efficiency,  productivity and improving employee experience across their organization," said William Pimental, Managing Senior Sales Director, LATAM at Freshworks. "We are delighted to support Piracanjuba's journey towards digital transformation and look forward to continuing our partnership to meet their evolving business needs."

Piracanjuba's successful transition to Freshservice marks a significant milestone in their ongoing efforts to modernize and streamline service management across their enterprise, setting a new standard for agility and efficiency in the industry.

About Freshworks

Freshworks Inc. (NASDAQ: FRSH) makes it easy for companies to delight their customers and their employees. Our AI-powered customer and employee-service solutions increase efficiency and improve engagement for companies of all sizes. The result is happier customers and more productive employees. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 67,000 customers, including American Express, Bridgestone, Databricks, Fila, Nucor and Sony. For the latest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X.

© 2024 Freshworks Inc. All Rights Reserved. Freshworks, Freshservice and any associated logo are trademarks of Freshworks Inc. All other company, brand and product names may be trademarks or registered trademarks of their respective companies. Nothing in this press release should be construed to the contrary, or as an approval, endorsement or sponsorship by any third parties of Freshworks Inc. or any aspect of this press release.

Media Relations Contact 

Abigail Watts 

pr@freshworks.com