Sep 28, 2020

Freshworks: Intelligent IT Solutions at Freshservice

Freshworks
Digital Transformation
Sean Galea-Pace
2 min
Freshworks: Intelligent IT Solutions at Freshservice
Business Chief North America explores Freshworks and takes a look at its Freshservice platform in the third of six articles...

Freshworks provides a suite of products that combine the power of sales, support, and marketing software together so that you not only communicate more effectively but also keep track of the full 360º view of your customer data.

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:

● Freshdesk - Empowering support teams to work together and resolve customer issues more quickly and efficiently.

● Freshservice - Streamline IT services and manage internal requests fpom employees.

● Freshsales - Keep sales teams updated about prospects and close deals quicker.

● Freshchat - Engage with website visitors and product users for sales and customer success.

In this article, we examine Freshworks’s most popular platform - Freshservice.

Freshservice allows for an intelligent, right-sized service management solution for the modern enterprise. Through Freshservice, you can extend digital capabilities and deliver exceptional employee experience through an intuitive, scalable, no code solution.

Through Freshservice you can:

Do more with less with powerful automations

Automate repetitive tasks through powerful workflow automation that harness support through virtual agents and AI-powered chatbots.

Accelerate service delivery

Introduce service management on a single platform to form silos, improve time to resolution, decrease costs and improve visibility.

Deploy quickly and at scale

Quickly develop enterprise-grade customisations through Freshservice’s no-code platform. This allows for expert onboarding, migration services and 24/7 support.

Its features include:

Incident management - This allows users to raise tickets via email, self-service portal, phone, or in person. Users can track, prioritise, assign and automate resolution processes to drive service desk efficiency.

SLA Management - Its software lets you set a number of SLA policies to create task deadlines based on a number of different business hours or ticket categories. This enables tickets to be resolved based on priority.

Automations and AI - Keep ahead of high priority tasks and things that need attention. Freshservice allows for intelligent decisions to be made through AI and ML while the automations take care of the other lower priority tasks.

Self-service portal - Allow users to look up solutions from the knowledge base and let them raise requests directly from your service desk’s support portal, which can be customised to reflect your brand’s identity.

Interested in finding out more? To try Freshservice for free for 21 days, click here!

Image: Freshservice 

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Jun 12, 2021

How changing your company's software code can prevent bias

Deltek
diversity
softwarecode
inclusivity
Lisa Roberts, Senior Director ...
3 min
Removing biased terminology from software can help organisations create a more inclusive culture, argues Lisa Roberts, Senior Director of HR at Deltek

Two-third of tech professionals believe organizations aren’t doing enough to address racial inequality. After all, many companies will just hire a DEI consultant, have a few training sessions and call it a day. 

Wanting to take a unique yet impactful approach to DEI, Deltek, the leading global provider of software and solutions for project-based businesses, took a look at  and removed all exclusive terminology in their software code. By removing terms such as ‘master’ and ‘blacklist’ from company coding, Deltek is working to ensure that diversity and inclusion are woven into every aspect of their organization. 

Business Chief North America talks to Lisa Roberts, Senior Director of HR and Leader of Diversity & Inclusion at Deltek to find out more.

Why should businesses today care about removing company bias within their software code?  

We know that words can have a profound impact on people and leave a lasting impression. Many of the words that have been used in a technology environment were created many years ago, and today those words can be harmful to our customers and employees. Businesses should use words that will leave a positive impact and help create a more inclusive culture in their organization

What impact can exclusive terms have on employees? 

Exclusive terms can have a significant impact on employees. It starts with the words we use in our job postings to describe the responsibilities in the position and of course, we also see this in our software code and other areas of the business. Exclusive terminology can be hurtful, and even make employees feel unwelcome. That can impact a person’s desire to join the team, stay at a company, or ultimately decide to leave. All of these critical actions impact the bottom line to the organization.    

Please explain how Deltek has removed bias terminology from its software code

Deltek’s engineering team has removed biased terminology from our products, as well as from our documentation. The terms we focused on first that were easy to identify include blacklist, whitelist, and master/slave relationships in data architecture. We have also made some progress in removing gendered language, such as changing he and she to they in some documentation, as well as heteronormative language. We see this most commonly in pick lists that ask to identify someone as your husband or wife. The work is not done, but we are proud of how far we’ve come with this exercise!

What steps is Deltek taking to ensure biased terminology doesn’t end up in its code in the future?

What we are doing at Deltek, and what other organizations can do, is to put accountability on employees to recognize when this is happening – if you see something, say something! We also listen to feedback our customers give us and have heard their feedback on this topic. Those are both very reactive things of course, but we are also proactive. We have created guidance that identifies words that are more inclusive and also just good practice for communicating in a way that includes and respects others.

What advice would you give to other HR leaders who are looking to enhance DEI efforts within company technology? 

My simple advice is to start with what makes sense to your organization and culture. Doing nothing is worse than doing something. And one of the best places to start is by acknowledging this is not just an HR initiative. Every employee owns the success of D&I efforts, and employees want to help the organization be better. For example, removing bias terminology was an action initiated by our Engineering and Product Strategy teams at Deltek, not HR. You can solicit the voices of employees by asking for feedback in engagement surveys, focus groups, and town halls. We hear great recommendations from employees and take those opportunities to improve. 

 

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