Story
Freshworks
Credit SuisseCredit Suisse Brings Support Tickets onto Freshworks
Credit Suisse, a financials organization in Switzerland, uses Freshsales from Freshworks to support customer support for support agents.
Freshworks is how Credit Suisse keeps support tickets visible to people who have to act on it.
“Financials work at Credit Suisse spans more than one site, even when headquarters sits in Switzerland.”
“Support agents asked for a shared way to run customer support without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Customer support stays visible to adjacent teams through Freshsales |
| Capability | Support agents work from the same Freshsales record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
Story
Financials work at Credit Suisse spans more than one site, even when headquarters sits in Switzerland. Support tickets was splitting across regional habits. Support agents asked for a shared way to run customer support without freezing local judgment.
Freshworks (Freshsales) is what they standardized on. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. Credit Suisse uses it as the system of record for support tickets, with support agents as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
