Story
Salesforce
FreshworksSalesforce Supports Service Operations at Freshworks
Freshworks, an information technology organization in the United States, uses Sales Cloud from Salesforce to support customer service operations for agents and team leads.
Freshworks uses Sales Cloud to route and resolve customer issues with the same record sellers already use.
“From the United States, information technology teams still had to serve customers and internal partners who expected a straight answer.”
“Salesforce is the enterprise customer relationship platform for sales, service, marketing, and customer data, with Slack as the collaboration layer.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Customer service operations stays visible to adjacent teams through Sales Cloud |
| Capability | Agents and team leads work from the same Sales Cloud record for case handling |
| Capability | Case handling can be reviewed without waiting on a personal export |
Story
Freshworks grew case handling faster than the local tools around it. From the United States, information technology teams still had to serve customers and internal partners who expected a straight answer. Agents and team leads were the ones stitching the picture together by hand.
Rolling out Sales Cloud put customer service operations on Salesforce. Salesforce is the enterprise customer relationship platform for sales, service, marketing, and customer data, with Slack as the collaboration layer. Freshworks keeps the product in the path where work already happens, so agents and team leads do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer service operations. Case handling is easier to inspect, and adjacent groups can join agents and team leads without a guided tour of someone's desktop.
