Story
Freshworks
Banner HealthBanner Health Brings Contact Center Routing onto Freshworks
Banner Health, a health care organization in the United States, uses Freshsales from Freshworks to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because contact center routing has a clear owner |
| Risk and compliance | Freshsales is the governed place contact center teams use for omnichannel service |
| Capability | New joiners can see how omnichannel service actually runs |
Story
Inside Banner Health, omnichannel service used to depend on whoever still had the latest file. That pattern is common in health care groups working out of the United States. Contact center teams needed a system that would still make sense after the original project team moved on.
Banner Health uses Freshsales from Freshworks as the working layer for contact center routing. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. The practical change is simple: omnichannel service has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Banner Health gets from Freshworks is a durable place to run omnichannel service and a way for contact center teams to see the same contact center routing at the same time.
