Story
Freshworks
BAMBAM Uses Freshsales for Customer Messaging
BAM, an industrials organization in the Netherlands, uses Freshsales from Freshworks to support product communications for product and growth teams.
Freshsales became the place BAM uses to send transactional messages from the same stack the product already uses.
“Industrials work at BAM spans more than one site, even when headquarters sits in the Netherlands.”
“Product and growth teams asked for a shared way to run product communications 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 customer messaging has a clear owner |
| Productivity | Handoffs in product communications sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how product communications actually runs |
Story
Industrials work at BAM spans more than one site, even when headquarters sits in the Netherlands. Customer messaging was splitting across regional habits. Product and growth teams asked for a shared way to run product communications without freezing local judgment.
Freshworks (Freshsales) is what they standardized on. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. BAM uses it as the system of record for customer messaging, with product and growth 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 The story is about operating change, not an unpublished percentage.
