Story
Freshworks
Julius BaerHow Julius Baer Runs Customer Support on Freshservice
Julius Baer, a financials organization in Switzerland, uses Freshservice from Freshworks to support customer support for support agents.
Freshworks is how Julius Baer keeps support tickets visible to people who have to act on it.
“Financials work at Julius Baer 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 |
|---|---|
| Productivity | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Freshservice is the governed place support agents use for customer support |
| Capability | New joiners can see how customer support actually runs |
Story
Financials work at Julius Baer 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 (Freshservice) is what they standardized on. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. Julius Baer 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 The story is about operating change, not an unpublished percentage.
