Story
Freshworks@
International Flavors and Fragrances
Freshworks Supports Omnichannel Service at International Flavors and Fragrances
International Flavors and Fragrances, a materials organization in the United States, uses Freshdesk from Freshworks to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
| Capability | Omnichannel service stays visible to adjacent teams through Freshdesk |
Story
International Flavors and Fragrances is based in the United States and runs materials operations at a scale where contact center routing cannot live in side channels. Contact center teams were reconciling competing copies of the same work, which slowed omnichannel service and hid who owned the next step.
The company runs omnichannel service on Freshworks, with Freshdesk as the product contact center teams actually open. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. For International Flavors and Fragrances, that means contact center teams can open one workflow, see contact center routing, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for contact center routing.
