Probe CX saves 400 hours per month with Freshworks IT automation
Freshservice automates onboarding and IT tickets, saving the equivalent of more than 2.6 full-time employees on Probe CX
SYDNEY, AUSTRALIASeptember 13, 2022
Freshworks Inc. (NASDAQ: FRSH), a software company that empowers the people who power business, announced today at the Gartner IT Symposium/Xpo that Probe CX, a leading customer experience organization, now spends over 400 hours or saved more than 2.6 hours full-time employees per year as a result of switching to Freshservice™ workflow automation.
Probe CX employs over 18,000 people and hires approximately 500 more each month. The company receives 6,500 to 8,000 IT tickets per month, with only 20 service desk IT staff supporting the entire company. Therefore, deploying a highly customizable, easy-to-use solution that centralizes IT operations is crucial.
Probe CX is committed to “doing better” and was able to anticipate and stay ahead of the company’s needs by implementing Freshworks cloud-based IT service management (ITSM) software Freshservice, to automate and simplify workflows – and deliver instant, optimized results for employees, and in turn, customers.
With Freshservice, 30% of employee IT requests have been automated, saving an average of five minutes per ticket or 200 hours per month. The employee onboarding process has also been fully automated, requiring a zero-touch approach from IT and operations. This saves Probe CX an additional 200 hours per month, resulting in a combined average savings of over 400 hours per month.
Before implementing Freshservice in 2018, Probe CX offered IT support to its then 1,500 employees via an internal ticketing system. Freshservice has since grown 10x and has assisted Probe CX in three mergers and acquisitions and continues to serve as the central repository for all IT service requests.
Rohan Khanna, chief technology officer at Probe CX said: “We were looking for a partner that could offer us a seamless experience, the ability to handle large volumes of issues when needed, and an easy-to-use platform. Freshworks had recently launched Freshservice and it met all of our needs from the start. From start to finish, every issue we encounter is managed by Freshworks as we tailor the platform to Probe CX’s specific needs.”
Ben Pluznyk, Director and Country Manager of Freshworks ANZsaid: “We know that legacy software can feel like trying to stick a square peg in a round hole – that’s not what modern businesses want or need. Freshservice provides Freshworks customers with a highly customizable, flexible and scalable IT solution that powers automation and drives business transformation. We look forward to supporting Probe CX’s continued digital transformation and growth through our long-term relationship.”
Probe CX’s IT modernization strategy focuses on automation and simplification. Freshworks is an integral part of this vision and will continue to support and grow with the company while continuing to innovate.
According to a 2020 Forrester study, Freshservice offers its customers a 308% return on investment. Probe CX joins over 58,000 Freshworks customers including NRL, Harvey Norman, Fujitsu and Booktopia in Australia.
Learn more about how Probe CX used extensive automation to drive its exponential growth here.
About Gartner IT Symposium/Xpo 2022
The Gartner IT Symposium/Xpo 2022 is the world’s premier gathering for CIOs and other IT leaders. IT leaders rely on these conferences to gain insights into how their organizations can use IT to solve business challenges and improve operational efficiencies. For more information, visit www.gartner.com/au/symposium
About Sample CX
Probe CX is a globally recognized and award-winning customer experience organization that designs and delivers solutions to empower and optimize our customer operations. Founded more than 40 years ago, with over 18,500 employees in five countries, the company offers exceptional customer experiences through its extensive knowledge and skills in contact center and customer management, digital consulting, intelligent automation and analytics. Probe CX also offers shared services such as finance and accounting services and help desk/support desks, as well as specialized knowledge services such as SEO/SEM marketing, software and web development, healthcare and loan processing.
Freshworks Inc. (NASDAQ:FRSH) makes business software that people love to use. Purpose-built for IT, customer support, sales and marketing teams, our products empower the people who drive business. Freshworks integrates quickly, is affordable, will be fun, yet is powerful enough to deliver important business outcomes. Headquartered in San Mateo, California, Freshworks operates globally to serve more than 58,000 customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For the latest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn and Twitter.
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