New Freshworks case study: Databricks

Founded by the creators of Apache Spark, the storied analytics engine for big data workloads, Databricks is on a mission to democratize data and AI. Over 9,000 world-class organizations rely on the Databricks platform to enable massive-scale data engineering, collaborative data science, and full-lifecycle machine learning and analytics. 

Databricks was in acute need of a major IT service management (ITSM) upgrade to scale its service desk and bring its employee experience on par with its high quality and service standards. The company needed a modern cloud solution that could keep pace with service tickets from about 5,000 employees and help it cope with infrastructure issues and manage service-level agreements. As an organization at the forefront of AI and data analytics, Databricks was keen to find an ITSM platform with AI capabilities to optimize IT investment decisions, deflect tickets, and help IT staff to work more efficiently.

Databricks chose Freshservice after a thorough evaluation of several platforms, including ServiceNow, Zendesk, and SolarWinds. After quick implementation, Freshservice’s ease of use and high adoption rate within IT led other departments supporting employee service needs—HR, legal, security, and learning and development—to adopt Freshservice for Business Teams. 

Freshservice’s self-service knowledge base allows employees to quickly find answers to frequently asked questions, helping the company deflect 23% of its tickets—while complex queries are automatically routed to the right department’s workspace. Use of a single self-service portal for all business functions has resulted in significant cost savings and an enhanced employee experience for the company.

Read more in the Databricks case study: “How Freshworks revamped employee experience for an entire company.”