Freshworks wins Best Implementation of an ITSM solution for 2nd year running at the SDI IT Service and Support Awards

Freshworks, the leading provider of cloud-based business software, has won the Best Implementation of an IT Service Management (ITSM) Solution award as a result of its collaboration with Descartes, a global leader in logistics technology. The award was won for Descartes’ implementation of Freshservice and was announced at the Service Desk Institute Awards dinner.

The service desk implementation involved rolling out a cloud-based service desk for the company, which supports more than 17,000 customers worldwide with a team of agents spread around the globe. Julie Calcunovitch, VP, Customer Support & Client Services at Descartes and part of the winning information technology service team said, “Support is a critical component of our overall service to our customers. Our implementation of Freshservice is part of our journey to provide the best service possible. Since implementing Freshservice, we have received great responses from both our customers and our agents. It is very satisfying that our effort and results have been recognised by the Service Desk Institute and we look forward to continuing our work and great relationship with Freshworks.”

Simon Johnson, UK&I General Manager at Freshworks commented on the company’s win, “We pride ourselves on the success that our customers have with our solutions, and our work with Descartes is a clear example of an implementation that didn’t just meet customer expectations, but exceeded them. We continue to work closely with the team at Descartes to further enhance how the service desk team can deliver exemplary service to customers.”

Freshworks is proud of the service that it provides its customers and how its solutions are continuing to contribute to businesses across multiple markets. This is the second year running that Freshworks has won this award, with last year’s win coming from its implementation of Freshservice with Western Sussex Hospitals NHS Foundation Trust.

About Freshworks

Freshworks Inc., is the leading provider of cloud-based customer engagement software.

Freshworks products make it easy for teams to collaborate with each other and help provide their customers with the best experience possible. Freshworks’ suite of products includes Freshdesk (customer support helpdesk), Freshservice (ITSM tool), Freshsales (Sales CRM software), Freshcaller (call center software), Freshchat (customer messaging software), Freshteam (applicant tracking software) and Freshmarketer (conversion optimization suite).

Freshworks Inc., is backed by Accel, Tiger Global Management, CapitalG, and Sequoia Capital India. Freshworks headquarters are located in San Bruno, Calif., with global offices in India, UK, Australia and Germany. The company’s suite of SaaS products is widely used by over 150,000 customers around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba and Cisco.