How Freshworks wins with Freshservice
A new whitepaper series details how Freshworks employees serve as ‘customer zero’
For more than 72,000 businesses worldwide, the Freshworks promise is simple: uncomplicated software. Capability without complexity. Payoff in weeks (not months or years) due to easy setup, admin, and usability.
To make sure we keep these promises, we use Freshworks tools ourselves, including Freshservice, our flagship product for IT and employee service management. We put the results in a white paper series, “Freshworks on Freshservice,” with the first covering Freshservice implementation as a whole, and the second ITOM specifically.
Over several months of using Freshservice, we collected quantitative and qualitative feedback from our IT, HR, operations, and other groups as they supported almost 5,000 employees in 14 offices. We’ve seen the same outstanding results we hear from customers.
Freshworks on Freshservice: The inside story
Like many of our customers, we started by rolling out Freshservice for our IT support, then expanded to nine other business functions including HR, operations, and other teams. It only took TK TK TK months to judge the experiment as a resounding success:
$605,906 cost savings
68,042 business hours saved
259% projected ROI
Freshworks on Freshservice: The ITOM story
For any global business, successful operations and satisfied customers all depend on maximizing uptime. The same is true at Freshworks, where the Network Operations Center has to support customers 24/7/365. Finding efficiencies was critical, and using Freshservice for ITOM paid off in many ways:
78% reduction in alert noise
5,000+ agent hours saved annually
60% savings in agent triage time
$500K in SLA penalties avoided
