Story
Freshworks@
Thermo Fisher Scientific
Thermo Fisher Scientific Runs Omnichannel Service with Freshworks
Thermo Fisher Scientific, a health care organization in the United States, uses Freshchat from Freshworks to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
| Capability | Omnichannel service stays visible to adjacent teams through Freshchat |
Story
Thermo Fisher Scientific grew contact center routing faster than the local tools around it. From the United States, health care 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 Freshchat put omnichannel service on Freshworks. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. Thermo Fisher Scientific 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.
