Story
Freshworks
Sumitomo ChemicalSumitomo Chemical Brings Customer Messaging onto Freshworks
Sumitomo Chemical, a materials organization in Japan, uses Freshsales from Freshworks to support product communications for product and growth teams.
Sumitomo Chemical folded Freshsales into product communications so product and growth teams share one view of customer messaging.
“Inside Sumitomo Chemical, product communications used to depend on whoever still had the latest file.”
“Product and growth teams 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 | Customer messaging can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for customer messaging |
| Capability | Product communications stays visible to adjacent teams through Freshsales |
Story
Inside Sumitomo Chemical, product communications used to depend on whoever still had the latest file. That pattern is common in materials groups working out of Japan. Product and growth teams needed a system that would still make sense after the original project team moved on.
Sumitomo Chemical uses Freshsales from Freshworks as the working layer for customer messaging. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. The practical change is simple: product communications has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Sumitomo Chemical gets from Freshworks is a durable place to run product communications and a way for product and growth teams to see the same customer messaging at the same time.
