Freshworks Named a Strong Performer in Enterprise Service Management Report by Independent Research Firm
December 07 2021 - 8:03AM
Freshworks Inc., (NASDAQ: FRSH), a leading software company
empowering businesses to delight their customers and employees, has
been named a Strong Performer in The Forrester Wave™: Enterprise
Service Management, Q4 2021.1 The report notes that Freshworks has
released “significant new functionality” within Freshservice®
including right-sized unified incident response management with
AI-enhanced alerting and on-call scheduling.
"Freshworks strives to make its Freshservice easy to adopt. It
offers a free trial and a flexible commercial model to encourage
customers to pursue ESM at their own pace,” states the authors of
The Forrester Wave report. “Freshworks is a good fit for small and
midsize organizations looking to build or mature an ITSM or ESM
practice, given its rapid time-to-value.”
Freshservice ESM capabilities help enhance the predictability of
service delivery across business departments. “Reference customers
found quick acceleration from trialing the tool to leveraging it
for all its features, with little outside assistance,” states the
Forrester report.
African Bank uses Freshservice to automate and manage
applications and processes throughout their organization.
Frans Germishuizen, senior release manager at African
Bank said, “Freshservice changed our perspective that the
product was exclusive for IT, and we are now implementing
automation across the business. We will soon be implementing
Freshservice with our HR systems to make it easier to onboard and
offboard employees. Today, we are onboarding more and more business
units, and the nice thing is, the business is chasing us, we're not
having to go out to motivate people to put their processes on
Freshservice.”
“Freshworks has invested significantly into making the tool easy
to leverage. Its biggest strengths include its ecosystem, allowing
customers to rapidly fill capability gaps in their organization.
With more than 2,000 listings, the Freshservice marketplace is
among the largest.”
Prakash Ramamurthy, chief product officer at
Freshworks said, “We believe this recognition reiterates
our ability to transform the industry’s view that enterprise-grade
IT and enterprise service management software is only available to
the world’s largest companies. Freshworks makes ESM modern, easy
and accessible for any size of business to improve their
operational performance, services, outcomes, and experiences. We
are thrilled about Forrester’s acknowledgment and will continue to
invest and innovate to ensure our customers win in today’s digital
economy.”
A complimentary copy of the Forrester Wave report is available
here.
About FreshworksFreshworks makes it fast and
easy for businesses to delight their customers and employees. We do
this by taking a fresh approach to building and delivering software
that is affordable, quick to implement, and designed for the end
user. Headquartered in San Mateo, California, Freshworks has a
dedicated team operating from 13 global offices to serve 50,000+
customers including Bridgestone, Chargebee, DeliveryHero, ITV,
Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For more
information visit www.freshworks.com.
© 2021 Freshworks Inc. All rights reserved. Freshworks,
Freshservice, and the associated logos are trademarks or registered
trademarks of Freshworks Inc. All other company, brand and product
names may be trademarks or registered trademarks of their
respective companies.
Media Contact: Jayne
Gonzalezpr@freshworks.com
1 The Forrester Wave™: Enterprise Service Management, Q4 2021,
Will McKeon-White, Charles Betz with Matthew Fernandes, Marissa
Fritz, Lauren Nelson, [Dec. 6, 2022]
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