Driving smarter productivity with Freshworks’ integrations
Business Chief North America takes a look at how Freshworks is partnering with leading technology companies to develop its platform integrations.
Powered by artificial intelligence (AI), Freshworks’ enterprise platform, “unifies customer experiences, enhances employee productivity and empowers an ecosystem of developers and partners.” The flexible, end-to-end platform allows organisations across a variety of industries to scale their operations to deliver intuitive and engaging experiences.
Three key benefits that Freshworks highlights about its platform include: keeping your customers for life, the capability to accelerate digital transformation and the ability to extend the experience by creating custom application stacks.
To ensure that its customers can work faster, smarter and easier, Freshworks partners with leading technology companies to develop its platform integrations. These partners include:
By partnering with Slack, Freshworks provides its platform users with the capabilities to improve their team collaboration. Freshworks Slack gives organisations the ability to seamlessly collaborate on tickets, incidents, or service requests within Slack.
Amazon Web Services (AWS)
Via its partnership with Amazon Web Services (AWS), Freshworks provides its users with the capabilities to export events in real time from Freshworks products to AWS services using EventBridge. With this capability users can leverage the data for crafting innovative customer experiences.
To enable efficient incident management for its users, Freshworks has partnered with PagerDuty. By syncing PagerDuty with Freshworks’ products organisations can manage incidents from their service desk to ensure every ticket is looked into.
This integration is available for: freshservice
Partnering with Microsoft Teams, Freshworks users can simplify the management of their IT tickets. This integration uses ServiceBots to manage tickets within Microsoft Teams, which allows users to get instant updates, solve issues faster, and act on any service requests.
This integration is available for: freshservice
“The Freshdesk and Slack integration helps us stay better connected with each other, with our developers, and with our customers which is critically important right now. Our customer service agents love the technology’s ease of use. With this integration, they are able to quickly resolve issues, building trust and earning customers for life,” states Eric Holliday, Head of Data and Systems Management, Customer Service at Springer Nature.
Freshworks’ vision for its platform integrations is to work together with its leading technology partners, the company will enhance the way its customers work and make their operations more productive, contextual, and effortless.
“At Freshworks, we believe your business deserves better software - software that’s ready to go, easy to setup and use, and requires minimal customization. All of our products live up to this promise and are backed by our world-class support.”
Giving efficiency the full throttle at NASCAR
The NASCAR organization has long been synonymous with speed, agility and innovation. And so by extension, partnerships at NASCAR hold a similar reputation. One such partner for the organization has been CDW – a leading multi-brand provider of information technology solutions to businesses, government, education and healthcare customers in the United States, the United Kingdom and Canada. CDW provides a broad array of products and services ranging from hardware and software to integrated IT solutions such as security cloud hybrid infrastructure and digital experience. Customer need is the driving force at CDW, and the company helps clients by delivering integrated services solutions that maximize their technology investment. So how does CDW help their customers achieve their business goals? Troy Okerberg, Field Sales Manager - North Florida at CDW adds “We strive to provide our customers with full stack expertise, helping them design, orchestrate and manage technologies that drive their business outcomes.”
NASCAR acquired International Speedway Corporation (ISC) in 2019, merging its operations into one, new company moving forward. The merger represents an important step forward for NASCAR as the sport creates a unified vision to embrace its long history of exciting, family-oriented racing experiences while developing strategic growth initiatives that will drive the passion of core fans and attract the next generation of race fans. CDW has been instrumental in bringing the two technology environments together to enable collaboration and efficiency as one organization. Starting with a comprehensive analysis of all of NASCAR’s vendors, CDW created a uniform data platform for the data center environment across the NASCAR-ISC organization. The IT partner has also successfully merged the two native infrastructure systems together, while analyzing, consulting and providing an opportunity to merge Microsoft software licenses as well.
2020 turned into a tactical year for both organizations with the onset of the pandemic and CDW has had to react quickly to the changing scenario. Most of the initial change included building efficiencies around logistics, like equipment needing to be delivered into the hands of end users who switched to a virtual working environment almost overnight. CDW’s distribution team worked tirelessly to ensure that all customers could still access the products that they were purchasing and needed for their organizations throughout the COVID timeframe. Okerberg adds that today, CDW continues to optimize their offering by hyper-localizing resources as well as providing need-based support based on the size and complexity of their accounts. Although CDW still operates remotely, the company commits to adapting to the changing needs of their clients, NASCAR in particular. Apart from the challenges that COVID-19 brought to the organization, another task that CDW had been handed was to identify gaps and duplicates in vendor agreements that the two former single-entity organizations had in place and align them based on services offered. CDW further helps identify and provide the best solution from a consolidation standpoint of both hardware and software clients so that the new merged organization is equipped with the best of what the industry has to offer.