Story
Freshworks@
Panasonic Automotive
Panasonic Automotive Uses Freshsales for Support Tickets
Panasonic Automotive, a consumer discretionary organization in Japan, uses Freshsales from Freshworks to support customer support for support agents.
Freshworks is how Panasonic Automotive keeps support tickets visible to people who have to act on it.
“Inside Panasonic Automotive, customer support used to depend on whoever still had the latest file.”
“Support agents needed a system that would still make sense after the original project team moved on.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Support agents work from the same Freshsales record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for support tickets |
Story
Inside Panasonic Automotive, customer support used to depend on whoever still had the latest file. That pattern is common in consumer discretionary groups working out of Japan. Support agents needed a system that would still make sense after the original project team moved on.
Panasonic Automotive uses Freshsales from Freshworks as the working layer for support tickets. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. The practical change is simple: customer support has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Panasonic Automotive gets from Freshworks is a durable place to run customer support and a way for support agents to see the same support tickets at the same time.
