Sep 28, 2020

Freshworks: Intelligent IT Solutions at Freshservice

Freshworks
AI
Digital Transformation
Sean Galea-Pace
2 min
Freshworks: Intelligent IT Solutions at Freshservice
Supply Chain Digital explores Freshworks and takes a look at its Freshservice platform in the third of six articles...

Freshworks provides a suite of products that combine the power of sales, support, and marketing software together so that you not only communicate more effectively but also keep track of the full 360º view of your customer data.

The company offers Freshworks 360 - the ultimate customer-for-life software suite - which allows engagement with customers at all steps of their journey. Freshworks solutions and experts can support, accelerate and improve inventory management efforts as your supply chain and business grows. It provides omnichannel customer engagement, in-context collaboration and integrated experience. Its products include:

● Freshdesk - Empowering support teams to work together and resolve customer issues more quickly and efficiently.

● Freshservice - Streamline IT services and manage internal requests fpom employees.

● Freshsales - Keep sales teams updated about prospects and close deals quicker.

● Freshchat - Engage with website visitors and product users for sales and customer success.

In this article, we examine Freshworks’s most popular platform - Freshservice.

Freshservice allows for an intelligent, right-sized service management solution for the modern enterprise. Through Freshservice, you can extend digital capabilities and deliver exceptional employee experience through an intuitive, scalable, no code solution.

Through Freshservice you can:

Do more with less with powerful automations

Automate repetitive tasks through powerful workflow automation that harness support through virtual agents and AI-powered chatbots.

Accelerate service delivery

Introduce service management on a single platform to form silos, improve time to resolution, decrease costs and improve visibility.

Deploy quickly and at scale

Quickly develop enterprise-grade customisations through Freshservice’s no-code platform. This allows for expert onboarding, migration services and 24/7 support.

Its features include:

Incident management - This allows users to raise tickets via email, self-service portal, phone, or in person. Users can track, prioritise, assign and automate resolution processes to drive service desk efficiency.

SLA Management - Its software lets you set a number of SLA policies to create task deadlines based on a number of different business hours or ticket categories. This enables tickets to be resolved based on priority.

Automations and AI - Keep ahead of high priority tasks and things that need attention. Freshservice allows for intelligent decisions to be made through AI and ML while the automations take care of the other lower priority tasks.

Self-service portal - Allow users to look up solutions from the knowledge base and let them raise requests directly from your service desk’s support portal, which can be customised to reflect your brand’s identity.

Interested in finding out more? To try Freshservice for free for 21 days, click here!

Image: Freshservice 

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Jun 16, 2021

Grupo Espinosa: 70 years of constant evolution

Macmillan Education
Grupo Espinosa
3 min
A proudly Mexican company servicing the publishing industry with best-in-class printing, storage and distribution facilities in the heart of Latin America

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.”

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