Probe CX saves 400 hours a month with Freshworks IT automation
Freshservice automates onboarding and IT tickets, saving Probe CX equal to greater than 2.6 full-time staff
SYDNEY, AUSTRALIASeptember 13, 2022
. (NASDAQ: FRSH), a software program firm empowering the individuals who energy enterprise, at this time proclaims at Gartner IT Symposium/Xpo that , a number one buyer expertise organisation, is now saving over 400 hours every month, or greater than 2.6 full-time staff a 12 months, because of shifting to workflow automation.
Probe CX employs over 18,000 folks and onboards roughly 500 extra each month. The corporate receives 6,500 to eight,000 IT tickets per thirty days with simply 20 service desk IT workers supporting the whole enterprise. Subsequently, leveraging a extremely customisable, user-friendly answer that centralises IT operations is essential.
Dedicated to “doing it higher”, Probe CX has been capable of predict and keep forward of the enterprise’s wants by implementing Freshworks’s cloud-based IT service administration (ITSM) software program Freshservice to automate and simplify workflows – delivering immediate, streamlined outcomes for workers, and in flip, purchasers.
Utilizing Freshservice, 30% of worker IT requests have been automated, saving a mean of 5 minutes per ticket, or 200 hours per thirty days. The worker onboarding course of has additionally been solely automated, requiring a ‘zero-touch’ strategy from IT and operations. This protects Probe CX a further 200 hours per thirty days, leading to mixed common financial savings of over 400 hours per thirty days.
Previous to implementing Freshservice in 2018, Probe CX supplied IT help to its then 1,500 staff by way of an inside ticketing system. Having grown tenfold since then, Freshservice has supported Probe CX by way of three mergers and acquisitions and continues to function a single repository for all IT service requests.
Rohan Khanna, chief know-how officer at Probe CX stated, “We have been searching for a associate that would present us with seamless experiences, the capability to deal with massive volumes of points when wanted, and an easy-to-use platform. Freshworks had lately launched Freshservice and it met all our wants from day one. From begin to end, any drawback we encounter is managed by way of Freshworks as we customise the platform to suit Probe CX’s particular wants.”
Ben Pluznyk, director and nation supervisor of Freshworks ANZ, stated “We all know that legacy software program can really feel like attempting to suit a sq. peg right into a spherical gap – that is not what fashionable companies need or want. Freshservice supplies Freshworks prospects with a extremely customisable, versatile, and scalable IT answer that powers automation and drives enterprise transformation. We’re wanting ahead to supporting Probe CX’s continued digital transformation and progress by way of our long run relationship.”
Probe CX’s IT modernisation technique is centred round automation and simplification. Freshworks kinds an integral a part of this imaginative and prescient and can proceed to help and develop with the enterprise because it continues to innovate.
Based on a 2020 Forrester research, Freshservice delivers afor its prospects. Probe CX joins over 58,000 Freshworks prospects, together with NRL, Harvey Norman, Fujitsu and Booktopia in Australia.
Discover out extra about how Probe CX leveraged intensive automation to drive its exponential progress.
About Gartner IT Symposium/Xpo 2022
Gartner IT Symposium/Xpo 2022 is the world’s most essential gathering for CIOs and different IT executives. IT executives depend on these conferences to realize perception into how their organizations can use IT to beat enterprise challenges and enhance operational effectivity. For extra data, please go to
About Probe CX
Probe CX is a globally recognised and award-winning buyer expertise organisation that designs and deploys options to bolster and optimise our shopper operations. Based greater than 40 years in the past and with 18,500-plus workers throughout 5 nations, the corporate delivers distinctive buyer experiences by way of its deep data and capabilities in Contact Centre and Buyer Administration, Digital Consulting, Clever Automation and Analytics. Probe CX additionally supplies Shared Providers reminiscent of Finance and Accounting companies and Assist Desk/Assist Desks and specialist Information Providers reminiscent of search engine marketing/SEM advertising and marketing, software program and internet improvement, well being care and mortgage processing.
., (NASDAQ: FRSH) makes enterprise software program folks love to make use of. Objective-built for IT, buyer help, gross sales and advertising and marketing groups, our merchandise empower the individuals who energy enterprise. Freshworks is quick to onboard, priced affordably, constructed to please, but highly effective sufficient to ship crucial enterprise outcomes. Headquartered in San Mateo, California, Freshworks operates around the globe to serve greater than 58,000 prospects together with Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For the freshest firm information go to and observe us on , , and .
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