Jun 1, 2020

Freshworks Academy: delivering excellence in enterprise

Technology
Digitalisation
Georgia Wilson
4 min
The Freshworks Academy offers advanced product training and customer support, marketing and sales to help customers upskill and deliver success

Freshwo...

The Freshworks Academy offers advanced product training and customer support, marketing and sales to help customers upskill and deliver success

Freshworks is a leading provider of software as a service (SaaS) customer engagement solutions that make it easier for professionals to communicate effectively with their customers. 

The organisation delivers these solutions based on a very simple proposition: to streamline software and make business easier and more effective. 

This is driven by a suite of solutions that cover every aspect of enterprise success. More can be read about these products here

Freshworks Academy

Freshworks believes in working closely with its customers to deliver long-term success. Accordingly, it offers the Freshworks Academy. 

This is a product training service that is free to enroll into and offers customers courses and certifications in Freshworks’ products. 

Visit the Academy here.

There are several benefits to enrolling in the Freshworks Academy for the supply chain and manufacturing industry.

For example, the range of courses allows customers to arm themselves with the knowledge and tools required to accelerate personal growth and bring greater success to their business.

Similarly, the range of certificates that can be achieved on Freshworks’ products gives a demonstrable advantage on understanding the complexities of SaaS solutions. 

Importantly, enrolment to the Freshworks Academy sees users join a like-minded community of Freshworks-approved professionals from around the world. 

Freshworks Academy: courses

Freshworks courses provide the opportunity to be trained, and to attain the skills needed to excel in the customer’s chosen career. Courses available to drive business value within the supply chain and manufacturing industry include:

  • Freshsales CRM Admin Fundamentals: a walk-through guide of how to set up the company’s CRM as an admin. This covers the basic concepts of Freshsales CRM, how to invite and onboard team members, customisation options and capabilities, creating workflows and more. 

  • Freshsales CRM User Fundamentals: a walk-through guide of how to use Freshsales. This covers basic usability, using emails within the solution and how to manage leads. 

  • Freshdesk Agent Fundamentals: an overview course providing information on the company’s Freshdesk product. This includes the basics of ticketing, understanding the ticket list page, working with customer information and working with a knowledge base. 

  • Freshdesk Admin Fundamentals: demonstrates the essential functionalities of FreshDesk. This includes setting up emails, automation, customisation, and more about specific responses. 

  • Freshcaller for Freshdesk: where organisations can learn how to integrate Freshcaller and Freshdesk to bring data from both tools together

  • Freshservice Admin Fundamentals: providing the best practices of configuring Freshservice as an admin, as well as further information on understanding the system’s workflow capabilities and asset management capabilities. 

  • Freshservice Agent Fundamentals: offering a greater understanding of working with tickets, ticket properties and the essential requirements of an agent role. 

Other courses available include:

  • Marketing Masterclass: a course aimed at new and aspiring marketing leaders.

  • Fresh Chat Admin Fundamentals: learn everything you need to know about the modern messaging software

  • Customer service skills: for training in email communication, handling difficult conversations and overcoming demotivation

  • ITSM 101: for learning about the benefits of ITSM, quick wins, ITIL and its processes, and common ITIL adoption mistakes to avoid

A full list of Freshworks Academy courses can be found here. 

Freshworks Academy Certificates

Customers also have the option to become a Freshworks-certified product expert. 

The Academy’s range of certificates cover several core areas of its product and service proposition. This includes: 

  • Freshdesk Product Expert Certification for Admins

  • Freshdesk Product Expert Certification for Agents

  • Freshservice Admin Certification

  • Marketing Masterclass - Leadership Certification

For more information about Freshworks’ Academy, click here!

Click here for more information on Freshworks’ services for manufacturing and here for more information on its services for the supply chain.

A full list of Freshworks’ services can be found here.

SEE ALSO:

For more information on procurement, supply chain and logistics topics - please take a look at the latest edition of Supply Chain Digital magazine.

Follow us on LinkedIn and Twitter.

Share article

Jul 30, 2021

QR technology: The Bridge to a Sustainable Fashion Industry

ESG
Sustainability
CircularSupplyChain
Technology
6 min
Supply Chain Digital discusses how the fashion industry supply chains can create a more circular economy and be more sustainable with QR code technology

As one of the top polluting industries, Sara Swenson, Global Senior Manager Sustainability at Avery Dennison explains “there's debate whether it's the third, fourth or fifth most polluting industry, but it's generally well known that about 4% of global carbon emissions and about 20% of water pollution comes from the fashion supply chain. So obviously it’s massive. On the US side, we dispose of about 70 pounds, which is about 30 to 32 kilogrammes clothes every year. So it's a growing impact that has dramatically started impacting the world.”

Could Technology be the Answer to Sustainability Challenges?


Year after year, over 100 billion new garments are made, with US$450bn worth of textiles thrown away around the world. The emergence of a ‘fast fashion’ society has resulted in the average person not only buying 60% more clothes than in 2000 but also discarding more. On average, a family in the Western World throws away 30kg of clothing a year, with only 15% being recycled or donated. 

“Over the past 20 years, environmental issues have ramped up and ‘fast fashion’ is partly to blame,” says Swenson. “Fast fashion has changed the mindset of how quickly styles and consumers want to update their clothing lines. But over the past 20 years, consumers purchased about 60% more clothes than we did in 2000 and we're not circulating those materials back in. They're really going in a linear fashion: take, make and waste out. 

“We've really switched from having high quality garments to lower quality, more plastic based garments, and out of those that are manufactured every year, about 30% are just overstocked, they're never even sold. So there's all these waste stitches along the supply chain that need to be figured out, and then the recirculation of those raw materials back into the supply chain. None of that's happening with fast fashion, because everything is done so quickly and consumers want new products so much faster than ever before.”

Adopting a circular economy approach, instead of a linear one can help the fashion industry to become more sustainable. “A Circular economy is really about designing out that waste and pollution that I was talking about within the supply chain, and then keeping those products and materials in use for as long as possible, and then regenerating them back into the supply chain at the end of their life,” says Swenson who strongly believes that this is important to do, “because A: we all know the risks to the environmental factors, and then B: customers and consumers want us to solve these problems. We're getting more and more educated consumers that are willing to dive into the data. Brands are no longer able to greenwash and say, ‘Hey, we're doing something sustainable’, they actually have to prove they’re doing something sustainable with the data that backs it up or approves it.” 

Mobile Technology: The Future of Sustainable, Transparent and Ethical Fashion


With 60% of consumers valuing brands that are transparent about their operations, fashion brands are turning to mobile technology such as QR Codes and NFC tags to provide their customers with end-to-end information on the product they have purchased from raw materials and production, right through to distribution and beyond. 

“Technology is probably going to be the easiest way to create data to show that brands are making more sustainable actions, that they are not just greenwashing their sustainability progress. It also gives supply chain stakeholders the right to ask questions and engage, as well as consumers to understand ‘if you make this choice in how you're going to dispose of our garments, this is going to be your environmental impact. So it provides the right data that's available to both the consumer and the brand and other stakeholders to make those choices,” says Swenson.

“Right now we're asking stakeholders to make choices without data and without an easy solution. Consumers are not going to go through extensive links to find the right recycler, or find the right reseller. But if that information is at the tip of their fingers, on the garments that they can access, then they're much more likely to make those appropriate environmental decisions as well.”

With it still being legislation to have physical care and contents information written on a garment, Swenson adds that “many brands are now adding a QR code with information such as how to better wash your garment, how to take care of it so that it has a longer life, the benefits of high quality garments that you want to dispose of, but is still good quality to resell, how to brand authenticate it, and then how it can be recycled at its end of life.”

Whilst Swenson explains that “labels are by no means the solution that is going to solve everything in the apparel supply chain, it is the place that most people go to find more information on their environment.”

Fashion brands adopting QR and NFC technology include PANGAIA, Sheep Inc., and Skopes.

PANGAIA


In May 2021, materials science company - PANGAIA - partnered with EON to create ‘digital passports’ for its products. The lifestyle products brand uses QR code technology to accelerate greater transparency, traceability and circularity in the fashion industry, inspiring responsible consumer choices. 

QR codes are printed directly onto the care labels unlocking a bespoke digital experience when scanned with a mobile phone. The experience takes the customer on a journey from the product's origin through to purchase, dyeing, production, distribution, transportation and aftercare. 

The digitalisation of this experience allows customers to be updated in real-time, bridging the gap towards a full circular model, providing authenticity and visibility of lifecycle data.

Sheep Inc.


Also partnering with EON, Sheep Inc. - the world’s first carbon-negative fashion brand - is leveraging a bio-based NFC tag that provides each customer with a unique ID to trace and discover their product's supply chain journey.

The knitwear company leverages this technology to communicate with their customers the product’s carbon footprint at each stage of its supply chain journey from raw materials to manufacturing, distribution, and approximate usage. 

“Finding out how well or badly a brand has behaved shouldn’t have to turn into an exploratory mission. It should be instantly visible when you go to buy a garment.” commented Edzard van der Wyck, CEO and Co-Founder of Sheep Inc., on the partnership. “We need to get to the stage where brands give customers the full, non-redacted picture of the journey and the impact behind the things they buy.”

Skopes


In 2020, Leeds-based brand - Skopes - coincided with the launch of its first sustainably sourced suit collection - made using plastic bottles - with its use of care labels with QR codes allowing customers to see exactly how and where their suits are made.

“We are really keen to reduce our environmental impact and have developed this collection diligently with Lyfcycle over the past 18 months,” commented Nick McGlynn, head of buying at Skopes, on the launch. “The aim with Lyfcycle is to create a fully self-sufficient, transparent loop of sustainable and traceable sourcing, production and delivery,” adds McGlynn.

Concluding on the future for this technology Swenson says, “the industry has made huge strides, and I think with technology and the availability of tracing and triggers on garments to hold that data, I think it really helps jump the industry forward into providing some actionable data that can be used to showcase a lot of their great efforts that are going unnoticed now, or focus on what they're not doing and that they need to increase, increase what they are doing because  it's not working for their consumers or garments aren't getting where they need to go. So some pretty exciting stuff is finally happening in this.”
 

Share article