Story
Freshworks
WhitbreadWhitbread Brings Support Tickets onto Freshworks
Whitbread, an information technology organization in the United States, uses Freshsales from Freshworks to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because support tickets has a clear owner |
| Risk and compliance | Freshsales is the governed place support agents use for customer support |
| Capability | New joiners can see how customer support actually runs |
Story
Inside Whitbread, customer support used to depend on whoever still had the latest file. That pattern is common in information technology groups working out of the United States. Support agents needed a system that would still make sense after the original project team moved on.
Whitbread uses Freshsales 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 Whitbread 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.
