Freshworks: an AI-powered enterprise platform
Dedicated to delivering intuitive, easy to setup and out-of-the-box style software, Freshworks is a transformative partner for North American business
The company provides organisations of varying sizes with SaaS customer engagement solutions that make it easy for support, sales and marketing professionals to communicate effectively with customers for better service.
The organisation believes in better software, which is ready to go, easy to set up and use, while requiring minimal customisation.
The Freshworks platform provides everything you need to deliver intuitive and engaging experiences across the board. By leveraging it, you can:
- Keep customers for life
CX and Sales create relationships that span a lifetime by delighting their customers at every touchpoint.
- Accelerate digital transformation
IT and Operations automate, integrate and customise workflows through a single, unified platform.
- Extend your experience
Developers create custom application stacks through apps built by its thriving community.
Via the Freshworks’ platform, achieve enterprise scale by providing rich API for custom integration, developer portal and over 1,000 marketplace apps.
- Create a supportive ecosystem
Develop apps that integrate your systems and customise workflows that enable your team to enjoy a unified software experience.
- Leverage powerful technology
It provides everything needed to supercharge your engagement experience, such as open APIs, a serverless framework powered by AWS and powerful search capabilities.
- Integrate your ideas, data and workflows
Its enterprise-class solutions provides control over data through analytics and a 360-degree view of master customer records.
The company offers Freshworks 360 - the ultimate customer-for-life software suite - which allows engagement with customers at all steps of their journey. Freshworks solutions and experts can support, accelerate and improve inventory management efforts as your supply chain and business grows. It provides omnichannel customer engagement, in-context collaboration and integrated experience. Its products include:
Freshworks AI, known as Freddy AI, helps sales, marketing and support professionals with predictive insights across the customer journey. Through Freddy AI, data scientists aren’t required to unlock the value of customer data. Freddy AI builds and refines its machine learning models to make the power of AI accessible and allow the automation of repetitive tasks and provide compelling insights.
Freshworks believes that every organisation should have access to AI and ML that is quick to deploy, affordable and without compromising on enterprise complexity. Freddy AI works across the entire customer journey - from prospect to customer success. It works quietly in the background, learning and developing skills to drive sales velocity and support productivity.
Gartner Magic Quadrant
In this year’s Gartner Magic Quadrant for the CRM Customer Engagement Centre, Freshworks was named a Visionary and last year, a ‘Niche Player’. Gartner lists its strengths as:
Collaboration - Its vision is to enable better customer conversations, with a focus on internal collaboration beyond agents. It continues to expand its case management basics with innovative features from the acquisitions of AnsweriQ and Natero.
Customer growth - As Freshwork’s portfolio has matured, Gartner has recognised an increasing number of larger-scale Freshdesk deployments that contribute to nearly 50% of the vendor’s current revenue.
Large marketplace - With over 1,000 apps and connectors, the Freshworks Marketplace opens up an ecosystem for developers, customers and partners. Lots of the apps are published by Freshworks and are available for free.
Intelliwave SiteSense boosts APTIM material tracking
“We’ve been engaged with the APTIM team since early 2019 providing SiteSense, our mobile construction SaaS solution, for their maintenance and construction projects, allowing them to track materials and equipment, and manage inventory.
We have been working with the APTIM team to standardize material tracking processes and procedures, ultimately with the goal of reducing the amount of time spent looking for materials. Industry studies show that better management of materials can lead to a 16% increase in craft labour productivity.
Everyone knows construction is one of the oldest industries but it’s one of the least tech driven comparatively. About 95% of Engineering and Construction data captured goes unused, 13% of working hours are spent looking for data and around 30% of companies have applications that don’t integrate.
With APTIM, we’re looking at early risk detection, through predictive analysis and forecasting of material constraints, integrating with the ecosystem of software platforms and reporting on real-time data with a ‘field-first’ focus – through initiatives like the Digital Foreman. The APTIM team has seen great wins in the field, utilising bar-code technology, to check in thousands of material items quickly compared to manual methods.
There are three key areas when it comes to successful Materials Management in the software sector – culture, technology, and vendor engagement.
Given the state of world affairs, access to data needs to be off site via the cloud to support remote working conditions, providing a ‘single source of truth’ accessed by many parties; the tech sector is always growing, so companies need faster and more reliable access to this cloud data; digital supply chain initiatives engage vendors a lot earlier in the process to drive collaboration and to engage with their clients, which gives more assurance as there is more emphasis on automating data capture.
It’s been a challenging period with the pandemic, particularly for the supply chain. Look what happened in the Suez Canal – things can suddenly impact material costs and availability, and you really have to be more efficient to survive and succeed. Virtual system access can solve some issues and you need to look at data access in a wider net.
Solving problems comes down to better visibility, and proactively solving issues with vendors and enabling construction teams to execute their work. The biggest cause of delays is not being able to provide teams with what they need.
On average 2% of materials are lost or re-ordered, which only factors in the material cost, what is not captured is the duplicated effort of procurement, vendor and shipping costs, all of which have an environmental impact.
As things start to stabilise, APTIM continues to utilize SiteSense to boost efficiencies and solve productivity issues proactively. Integrating with 3D/4D modelling is just the precipice of what we can do. Access to data can help you firm up bids to win work, to make better cost estimates, and AI and ML are the next phase, providing an eco-system of tools.
A key focus for Intelliwave and APTIM is to increase the availability of data, whether it’s creating a data warehouse for visualisations or increasing integrations to provide additional value. We want to move to a more of an enterprise usage phase – up to now it’s been project based – so more people can access data in real time.