Story
Freshworks@
Johnson and Johnson
How Johnson and Johnson Runs Omnichannel Service on Freshservice
Johnson and Johnson, a health care organization in the United States, uses Freshservice from Freshworks to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for contact center routing |
| Capability | Omnichannel service stays visible to adjacent teams through Freshservice |
| Capability | Contact center teams work from the same Freshservice record for contact center routing |
Story
Johnson and Johnson is based in the United States and runs health care operations at a scale where contact center routing cannot live in side channels. Contact center teams were reconciling competing copies of the same work, which slowed omnichannel service and hid who owned the next step.
The company runs omnichannel service on Freshworks, with Freshservice as the product contact center teams actually open. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. For Johnson and Johnson, that means contact center teams can open one workflow, see contact center routing, 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 contact center routing.
