Story
Freshworks@
Bio-Rad Laboratories
Bio-Rad Laboratories Uses Freshsales for Contact Center Routing
Bio-Rad Laboratories, a health care organization in the United States, uses Freshsales from Freshworks to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in omnichannel service sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Freshsales is the governed place contact center teams use for omnichannel service |
| Capability | New joiners can see how omnichannel service actually runs |
Story
Inside Bio-Rad Laboratories, omnichannel service used to depend on whoever still had the latest file. That pattern is common in health care groups working out of the United States. Contact center teams needed a system that would still make sense after the original project team moved on.
Bio-Rad Laboratories uses Freshsales from Freshworks as the working layer for contact center routing. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. The practical change is simple: omnichannel service has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Bio-Rad Laboratories gets from Freshworks is a durable place to run omnichannel service and a way for contact center teams to see the same contact center routing at the same time.
