How Freshservice streamlines service management for Freshworks
A new whitepaper explores how Freshworks manages over half a million tickets annually with fewer than 290 IT and business agents
Over the past decade, Freshworks has grown exponentially, expanding its global footprint and workforce. One enabler of that growth is our implementation of Freshservice, a robust IT service management and operations tool that has revamped service management and operations.
A new whitepaper dives into Freshworks' journey of leveraging Freshservice to empower 10 business functions to deliver effective services and boost overall operational efficiency, successfully managing half a million tickets annually with fewer than 290 IT and business agents.
Creating modern, AI-powered employee experiences
At Freshworks, our diverse teams span generations and locations. With Gen Z joining Boomers and Millennials in the workforce, the dynamics are constantly evolving. The shift to a hybrid workplace model has elevated expectations for consistent, consumer-grade experiences. Our solution? AI.
By using AI, we've automated mundane tasks, enhancing service delivery and providing employees with various channels to seek support. For example, employees can reach out to IT via Slack, where a virtual agent swiftly handles basic queries, significantly reducing response times. This allows human agents to focus on high-value tasks, boosting productivity and overall efficiency.
Optimizing processes with automation
When addressing requests, IT support agents are constantly racing against the clock. Among the most time-consuming tasks is granting application access to new hires. We tackled this challenge by automating repetitive tasks to perform actions on third-party applications directly from the service desk. Using zero-code integration with major tools like Azure, Google Workspace, and Zoom, we eliminated operational silos and promoted cross-functional collaborations.
By automating routine tasks, we have boosted efficiency and significantly reduced manual effort. Since 2019, we have seen:
27% decrease in time per contact
31% average yearly decrease in resolution time
Building enterprise-grade application architecture
Freshservice implementation started with IT before expanding to other functions. We transitioned from one workspace for all teams to a platform with 16 unique workspaces, improving privacy and autonomy of the service desk. For example, each workspace can have its own service-level agreements and configuration.
Other teams quickly followed, including our Network Operations Center (NOC) team, which ensures the uninterrupted operation of client-facing systems. They faced challenges managing multiple monitoring tools and alerts. Adopting Freshservice streamlined alert management by consolidating alerts into a single platform, triggering automated ticket creation for high-priority alerts and promptly notifying on-call agents.
Freshservice’s robust analytics and reporting capabilities provide our IT leaders and agents with detailed metrics on service desk performance, resolution efficiency, and agent workloads. This has empowered strategic resource planning, informed decision-making, and real-time insights into service efficiency. By prioritizing high-quality data and analytics, Freshservice fuels informed, efficient, and value-driven decisions at Freshworks.
To discover more insights on delivering enterprise-grade service while reducing costs and complexity, read the full whitepaper: How Freshworks uses Freshservice to deliver enterprise-grade service management at scale.
