Story
Freshworks
RootlyRootly Modernizes Customer Messaging with Freshworks
Rootly, an information technology organization in the United States, uses Freshdesk from Freshworks to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for customer messaging |
| Capability | Product communications stays visible to adjacent teams through Freshdesk |
| Capability | Product and growth teams work from the same Freshdesk record for customer messaging |
Story
Rootly grew customer messaging faster than the local tools around it. From the United States, information technology teams still had to serve customers and internal partners who expected a straight answer. Product and growth teams were the ones stitching the picture together by hand.
Rolling out Freshdesk put product communications on Freshworks. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. Rootly keeps the product in the path where work already happens, so product and growth teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier product communications. Customer messaging is easier to inspect, and adjacent groups can join product and growth teams without a guided tour of someone's desktop.
