Story
Freshworks
PeugeotPeugeot Uses Freshsales for Support Tickets
Peugeot, a consumer discretionary organization in France, uses Freshsales from Freshworks to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| 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 |
| Capability | New joiners can see how customer support actually runs |
Story
Inside Peugeot, customer support used to depend on whoever still had the latest file. That pattern is common in consumer discretionary groups working out of France. Support agents needed a system that would still make sense after the original project team moved on.
Peugeot 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 Peugeot 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.
