Story
Freshworks
CATLCATL Modernizes Customer Messaging with Freshworks
CATL, an industrials organization in China, uses Freshdesk from Freshworks to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in product communications sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Freshdesk is the governed place product and growth teams use for product communications |
| Capability | New joiners can see how product communications actually runs |
Story
CATL is based in China and runs industrials operations at a scale where customer messaging cannot live in side channels. Product and growth teams were reconciling competing copies of the same work, which slowed product communications and hid who owned the next step.
The company runs product communications on Freshworks, with Freshdesk as the product product and growth teams actually open. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. For CATL, that means product and growth teams can open one workflow, see customer messaging, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for customer messaging.
