On the 5th of December, BTRNSFRMD had the privilege of visiting the Freshworks office in Chennai. This visit provided an excellent opportunity for our team to engage in deep, informative discussions with the Freshworks channel managers about their product roadmap, future initiatives for 2025, and the strategic steps they are taking to remain a market leader. As a Platinum Partner of Freshworks in North America, this visit also allowed us to further strengthen our long-standing collaboration and deepen our expertise in the solutions they offer. 

Exploring Freshworks’ Product Roadmap and Innovations 

During our visit, we were given a comprehensive overview of Freshworks' product roadmap, focusing on their flagship solutions, Freshservice and Freshdesk. These platforms play a critical role in enhancing employee experience (EX) and customer experience (CX), and we learned how they are continually evolving to meet the dynamic needs of businesses. Freshworks’ ongoing efforts to refine these platforms ensure that businesses can manage and improve interactions with both employees and customers more efficiently, which aligns with their broader vision for business transformation. 

One of the major highlights of the visit was learning about Freshworks’ recent acquisition of Device42, a leading provider of IT asset management solutions. Freshworks plans to integrate Device42 into their Freshservice native application, which promises to revolutionize asset management for organizations. This integration is designed to provide businesses with a more streamlined and efficient way to track and manage IT assets, making it easier to optimize resources and improve operational efficiency. 

BTRNSFRMD as a Platinum Partner and Our Expertise 

As a Platinum Partner of Freshworks in North America, BTRNSFRMD brings a wealth of expertise and experience in leveraging Freshworks solutions to deliver exceptional  results for our clients. Our partnership has enabled us to effectively support businesses in optimizing their customer and employee engagement strategies through the implementation of Freshworks’ products. This visit to Freshworks’ Chennai office further reinforced our commitment to maintaining a strong partnership, ensuring that we remain at the forefront of the latest developments in the Freshworks ecosystem, and continue to deliver high-quality solutions to our clients.

Staying Ahead in the AI/Gen AI Landscape with Freddy AI 

A significant part of our discussion centered around Freshworks’ approach to staying competitive in the rapidly evolving AI and Generative AI (Gen AI) landscape. Freshworks is making substantial investments in AI technologies, and we had the opportunity to learn deeper about their Freddy AI agent, which is set to transform customer and employee interactions. Freddy AI uses advanced machine learning to automate ticket management, offer predictive analytics, and deliver personalized experiences for customers. This AI-driven assistant not only enhances operational efficiency but also helps businesses improve their service quality and responsiveness, driving greater customer satisfaction. 

In addition to Freddy AI, Freshworks is also exploring the broader potential of Gen AI and other emerging technologies to expand their capabilities. These innovations are designed  to help businesses stay ahead of market trends and improve their customer engagement efforts. It is clear that Freshworks is positioning itself to be a market leader by embracing these technologies, and it was exciting to hear about their plans to incorporate these advancements into their existing product lineup. 

Voicing Client Pain Points and Enhancing Collaboration 

Throughout the visit, we also had the opportunity to bring up some of the pain points we have identified in our experience with the platform. These discussions allowed us to share feedback directly with the Freshworks team and align on areas where product enhancements could address challenges faced by businesses. This exchange was incredibly valuable in ensuring that Freshworks continues to refine its offerings based on real-world customer needs, further strengthening our partnership, and ensuring mutual success. 

Sales and Marketing Efforts to Drive Business Growth 

In addition to product-related discussions, we also delved into Freshworks’ sales and  marketing efforts, which are crucial to driving business growth and expanding market presence. We explored how Freshworks is positioning its solutions in the market, the strategies they are employing to enhance visibility, and the ways in which they are tailoring their messaging to resonate with different industries. This conversation provided valuable insights into Freshworks’ business development strategies, and we discussed ways in which BTRNSFRMD can continue to support these efforts in the North American market. 

Conclusion 

Our visit to Freshworks in Chennai provided invaluable insights into their 2025 vision, product innovations, and strategic initiatives. As a Platinum Partner, BTRNSFRMD is excited to continue working closely with Freshworks to drive innovation and business success.
The discussions around Freshservice, Freshdesk, AI technologies, and product integration were particularly enlightening, and we look forward to leveraging this new knowledge to better serve our clients. We are confident that our collaboration will continue to yield positive results as we work together to address emerging challenges and lead the way in customer and employee engagement solutions.