Story
Freshworks
SonovaSonova Adopts Freshworks for Customer Support
Sonova, a health care organization in Switzerland, uses Freddy AI from Freshworks to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through Freddy AI |
| Capability | Support agents work from the same Freddy AI record for support tickets |
Story
Inside Sonova, customer support used to depend on whoever still had the latest file. That pattern is common in health care groups working out of Switzerland. Support agents needed a system that would still make sense after the original project team moved on.
Sonova uses Freddy AI from Freshworks as the working layer for support tickets. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. The practical change is simple: customer support has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Sonova gets from Freshworks is a durable place to run customer support and a way for support agents to see the same support tickets at the same time.
