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Freshworks

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"AI-enhanced software for customer service and sales."

This company provides AI-powered software solutions to optimize customer service, IT management, and sales. Their offerings include platforms for efficient customer support, intuitive IT operations, smart sales processes, and multichannel marketing automation. These solutions help businesses improve productivity and deliver seamless service experiences by leveraging artificial intelligence to automate repetitive tasks and enhance decision-making.
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Freshworks's Website Claims...
Our AI found these claims on Freshworks's website.
Effortless customer support
Freshworks claims that Freshdesk provides effortless service and support, delighting both customers and agents.
Intuitive, integrated IT management
Freshworks claims that Freshservice offers modern and intuitive IT service management for seamless operations.
AI-powered productivity boost
Freshworks claims that Freddy AI enhances productivity by offering always-on, conversational service solutions.
BlurbSTAR Case Study
Carrefour Belgium & Freshworks
Carrefour unified helpdesks, boosting productivity and satisfaction greatly.
45%
Reduction in operational overhead.
3 months
Rapid implementation of Freshservice.
1.
Situation
Fragmented Helpdesks and Outdated Systems
→
15 fragmented helpdesks complicated support management.
→
Legacy systems hindered efficiency and growth.
→
Need for agile transformation became imperative.
Carrefour Belgium was operating 15 distinct helpdesks to manage support across multiple business functions including IT, logistics, HR, and supply chain management. The company's legacy IT system, BMC Remedy, had reached its limits, plagued by outdated workflows and disparate tools. This fragmentation posed significant challenges to operational efficiency, innovation, and ensuring a seamless customer service experience, internal team collaboration, and visibility. With rapid organizational growth, these inefficiencies became increasingly pronounced, threatening the retailer's ability to deliver consistent service. Transforming this landscape was critical; however, traditional methods proved slow and cumbersome, demanding a more agile solution to integrate processes and enhance internal structure effectively. This set the stage for a strategic overhaul to streamline operations significantly.
2.
Task
Unify Helpdesks for Streamlined Operations
→
Consolidate fragmented helpdesks into one system.
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Replace outdated systems with modern ones.
→
Achieve swift and efficient digital transformation.
Carrefour sought to unify its scattered helpdesk structure into a cohesive system, thereby centralizing processes to foster operational efficiency and visibility across business units. The task involved implementing a digital transformation strategy that could consolidate procedures, integrate various departmental functions under one umbrella, and enable smoother collaboration. This transformation required replacing outdated systems and manual processes to introduce a single self-service portal that would enhance the company's ability to manage incidents, service requests, and change management efficiently. Carrefour needed to execute this transformation swiftly to keep pace with its rapid growth, minimize implementation time, and realize improvements in employee satisfaction and productivity levels. The objective was to leverage technology to drive a seamless, unified experience across the board.
3.
Action
Deploy Freshservice for Unified IT Management
→
Implemented Freshservice for agile, centralized management.
→
Enhanced efficiency through automation and integrations.
→
Improved productivity and agent satisfaction quickly.
Carrefour Belgium turned to Freshworks' Freshservice to achieve its objective of a centralized service management system. Hosted on AWS, Freshservice provided a scalable and robust platform to address both IT service management (ITSM) and enterprise service management (ESM) needs. Over a three-month period, eight of Carrefour’s 15 helpdesks were streamlined into a single self-service portal, enhancing incident and service request management. The Freshservice deployment automated resolution processes, improving the effectiveness of first- and second-level support. It also facilitated better change management, replacing convoluted legacy systems like emails and Google Sheets with seamless integrations. The agile deployment approach was crucial, rapidly improving productivity, agent satisfaction, and operational visibility across Carrefour's internal logistics. This digital transformation enabled Carrefour to improve customer satisfaction by ensuring services were more efficient and less cumbersome.
4.
Result
Increased Efficiency and User Satisfaction
→
Achieved efficient, unified service management.
→
Boosted agent productivity and satisfaction.
→
Enhanced customer experience and satisfaction rates.
The implementation of Freshservice revolutionized Carrefour Belgium’s service management operations within just under two years. By transitioning eight helpdesks, Carrefour now boasts a centralized system that has dramatically increased agent productivity and satisfaction. The unification of service desks into a single portal simplified incident management and facilitated comprehensive internal logistics oversight. This seamless transition allowed Carrefour to deliver a unified user experience, reducing operational costs and overheads traditionally associated with fragmented systems. Freshservice’s automated processes meant that service efficiency improved, allowing Carrefour staff to focus more directly on enhancing customer experience. As a result, customer satisfaction metrics increased, validating the strategic move to streamline processes. The success of Freshservice deployment has set an industry benchmark for similar organizations aiming for agile digital transformations.
Keywords
DIGITAL TRANSFORMATION
SERVICE MANAGEMENT
CUSTOMER SATISFACTION
ITSM
FRESHSERVICE
CARREFOUR BELGIUM
HELPDESK UNIFICATION
AWS CLOUD
RETAIL EFFICIENCY
AUTOMATION
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9.
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