Freshworks: digital transformation via intelligent software
“Refreshing business software that your teams will love.” We take a look at how Freshworks is helping organisations digital transform their operations.
The challenge: Founded in 1931, Bridgestone is the world’s largest tire production and distribution company, that harnesses innovative technology to make life safer for people across various demographics.
With over 150,000 employees, Bridgestone operates 180 production plants in 26 countries. Of those 150,000 employees, the company’s customer support team for its solution business unit is managed by 15 agents based in France, who on average receive 95-100 tickets a day, prior to adopting Freshworks' intelligent software, the agents were using outdated systems which made it difficult to integrate multiple channels under one domain.
The solution: Wanting to build a solid customer support system that is simple, effective and can be integrated with multiple channels, Bridgestone adopted Freshdesk - via Freshworks’ authorised French reseller Cirruseo. The switch to Freshdesk provided Bridgestone with a single point that could handle its customer support across multiple channels, allowing agents across all departments to get back to customers with timely responses.
In addition the company increased its productivity by deploying service level agreements (SLAs) via Freshdesk easing their work and achieving a 95% success rate in scaling up their customer support ladder by responding to tickets faster.
Other features that Bridgestone has benefited from includes satisfaction surveys and gamification features that help to keep track of an agent’s helpdesk activity and monitor the efficiency of the entire system.
Roseville Joint Union High School District (RJUHSD)
The challenge: At the forefront of digitalisation Roseville Joint Union High School District (RJUHSD) has everything connected from the schools’ infrastructure, audio-visual systems, to teachers’ and students’ computers.
As a result, it is very important for the IT department to be on top of any technical issues. The district was initially using a legacy work order system that was rigid, clunky and difficult to maneuver. The district required a system that worked out-of-the-box, had excellent reporting capabilities and had a mobile application.
The solution: Freshdesk. By integrating Freshdesk within the district’s systems, the school removed friction for end-users by simplifying the support process down to sending an email for issues that arise.
“Now, I’d say well over 50% of our tickets come in via email. The ease of email allowed people to come to us with smaller, tertiary problems they might not have reported otherwise,” commented Tony Ham, the Director of Technology at RJUHSD.
With the addition of Freshdesk’s reporting and analytics capabilities, the district can proactively deflect repeat queries, sending out district-wide emails with instructional material and resources on how to solve particular issues.
With the district’s transition from a legacy system to Freshdesk, the district was able to improve agent productivity with metrics and gamification, with its increased transparency and visibility provided by the new system.
“Freshdesk has great reports. This is what I love about the product - all the metrics are very simple. It’s so easy to find out whether or not you’re performing better and all the ticket trends and data points are accessible. It allows me to set realistic expectations for my team regarding performance metrics like First Response Times, Resolution SLAs and CSAT scores.”
For more information on manufacturing topics - please take a look at the latest edition of Manufacturing Global
Grupo Espinosa: 70 years of constant evolution
Founded in 1952, Grupo Espinosa has been relentlessly supporting the publishing industry with producing more than 100 million copies every year – whether its books, magazines, catalogues or single-order custom prints. No project is big or small for Grupo Espinosa, as the facility can scale up on demand and their turnaround times are highly competitive. Grupo Espinosa works with on-demand digital press or offset press, in paperback with glued softcover binding, PUR softcover binding, stitched paperback binding, binder’s board, hardcover, saddle stitched, Spiral or Wire-O. Equipped with the experience needed for a product to leave the plant ready for distribution, Grupo Espinosa delivers anywhere inside or outside Mexico. Traditionally starting off as a black and white printing press, Grupo Espinosa has experienced transformation first hand – from colour to digital offset printing. Currently, Grupo Espinosa is also looking at making capital investments into audio books to match with the increasing demand.
So how did a seemingly local operation in Latin America become a world-renowned printing facility trusted by hundreds of clients? As Rogelio Tirado, CFO of Grupo Espinosa for the last six years says “It all comes down to our market experience and our dedication to quality”. With nearly 70 years behind them, and located in Mexico City, Grupo Espinosa has two major locations – one spanning 75,000 square metres and the other about 45,000 square metres. Both locations are controlled by a single ERP (Enterprise Resource Planning) system ensuring speed, consistency and quality of work. Tirado says this isn’t their only competitive advantage. He adds “Our competitive advantage is the relationship we have with customers and the trust they put in us with their intellectual property”. Speaking of trust, global publishing giant Macmillan Education exclusively partners with Grupo Espinosa for their Latin America operations, as part of Macmillan’s decentralized hub strategy. Having a facility that offered the full spectrum of service – from storing digital content to printing and distributing – was one of the major requirements for Macmillan, and Grupo Espinosa was recognized as the leading printing hub for providing this 360 infrastructure. Another factor that has led to success for Grupo Espinosa is the absolute focus on quality and time. The staff are committed to providing the best quality in the best possible time, without causing wastage of resources. Sustainability is a huge factor playing into Grupo Espinosa’s operations, and they’ve created a healthy environment with the sustainable use of paper and energy resources as well as keeping their employees – most of them associated with the organisation for over 10 years – happy. He adds, “In order to be truly successful, you need to be good to the environment, employees, suppliers, and your customers. But most importantly, you need to be sustainable, you need to have proper working conditions, pay proper salaries, proper prices for paper, source the paper from sustainable sources, pay your taxes, basically be a good global corporate citizen and that's probably one of the biggest achievements that we have.”