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