Story
Freshworks
Applied MaterialsApplied Materials Standardizes Contact Center Routing on Freshworks
Applied Materials, an information technology organization in the United States, uses Freshservice from Freshworks to support omnichannel service for contact center teams.
Information Technology teams at Applied Materials treat Freshworks as the working layer for omnichannel service.
“Information Technology work at Applied Materials spans more than one site, even when headquarters sits in the United States.”
“Contact center teams asked for a shared way to run omnichannel service without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because contact center routing has a clear owner |
| Risk and compliance | Freshservice is the governed place contact center teams use for omnichannel service |
| Capability | New joiners can see how omnichannel service actually runs |
Story
Information Technology work at Applied Materials spans more than one site, even when headquarters sits in the United States. Contact center routing was splitting across regional habits. Contact center teams asked for a shared way to run omnichannel service without freezing local judgment.
Freshworks (Freshservice) is what they standardized on. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. Applied Materials uses it as the system of record for contact center routing, with contact center teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
