Story
Freshworks
TextronHow Textron Runs Customer Support on Freshservice
Textron, an industrials organization in the United States, uses Freshservice from Freshworks to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Support agents work from the same Freshservice record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for support tickets |
Story
Industrials work at Textron spans more than one site, even when headquarters sits in the United States. Support tickets was splitting across regional habits. Support agents asked for a shared way to run customer support 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. Textron uses it as the system of record for support tickets, with support agents 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 The story is about operating change, not an unpublished percentage.
