Story
Freshworks
RabobankRabobank Standardizes Contact Center Routing on Freshworks
Rabobank, a financials organization in the Netherlands, uses Freshservice from Freshworks to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Omnichannel service stays visible to adjacent teams through Freshservice |
| Capability | Contact center teams work from the same Freshservice record for contact center routing |
| Capability | Contact center routing can be reviewed without waiting on a personal export |
Story
Rabobank is based in the Netherlands and runs financials 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 Rabobank, 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.
