Story
Freshworks
Kaiser PermanenteKaiser Permanente Brings Support Tickets onto Freshworks
Kaiser Permanente, a health care organization in the United States, uses Freshsales from Freshworks to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because support tickets has a clear owner |
| Productivity | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Freshsales is the governed place support agents use for customer support |
Story
Health Care work at Kaiser Permanente spans more than one site, even when headquarters sits in the United States. 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. Kaiser Permanente 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 The story is about operating change, not an unpublished percentage.
