Freshworks: digital transformation via intelligent software
The challenge: Founded in 1931, Bridgestone is the world’s largest tire production and distribution company, that harnesses innovative technology to make life safer for people across various demographics.
With over 150,000 employees, Bridgestone operates 180 production plants in 26 countries. Of those 150,000 employees, the company’s customer support team for its solution business unit is managed by 15 agents based in France, who on average receive 95-100 tickets a day, prior to adopting Freshworks' intelligent software, the agents were using outdated systems which made it difficult to integrate multiple channels under one domain.
The solution: Wanting to build a solid customer support system that is simple, effective and can be integrated with multiple channels, Bridgestone adopted Freshdesk - via Freshworks’ authorised French reseller Cirruseo. The switch to Freshdesk provided Bridgestone with a single point that could handle its customer support across multiple channels, allowing agents across all departments to get back to customers with timely responses.
In addition the company increased its productivity by deploying service level agreements (SLAs) via Freshdesk easing their work and achieving a 95% success rate in scaling up their customer support ladder by responding to tickets faster.
Other features that Bridgestone has benefited from includes satisfaction surveys and gamification features that help to keep track of an agent’s helpdesk activity and monitor the efficiency of the entire system.
Roseville Joint Union High School District (RJUHSD)
The challenge: At the forefront of digitalisation Roseville Joint Union High School District (RJUHSD) has everything connected from the schools’ infrastructure, audio-visual systems, to teachers’ and students’ computers.
As a result, it is very important for the IT department to be on top of any technical issues. The district was initially using a legacy work order system that was rigid, clunky and difficult to maneuver. The district required a system that worked out-of-the-box, had excellent reporting capabilities and had a mobile application.
The solution: Freshdesk. By integrating Freshdesk within the district’s systems, the school removed friction for end-users by simplifying the support process down to sending an email for issues that arise.
“Now, I’d say well over 50% of our tickets come in via email. The ease of email allowed people to come to us with smaller, tertiary problems they might not have reported otherwise,” commented Tony Ham, the Director of Technology at RJUHSD.
With the addition of Freshdesk’s reporting and analytics capabilities, the district can proactively deflect repeat queries, sending out district-wide emails with instructional material and resources on how to solve particular issues.
With the district’s transition from a legacy system to Freshdesk, the district was able to improve agent productivity with metrics and gamification, with its increased transparency and visibility provided by the new system.
“Freshdesk has great reports. This is what I love about the product - all the metrics are very simple. It’s so easy to find out whether or not you’re performing better and all the ticket trends and data points are accessible. It allows me to set realistic expectations for my team regarding performance metrics like First Response Times, Resolution SLAs and CSAT scores.”
Gartner: Leaders Lack Skilled Smart Manufacturing Workers
With organisations rapidly adopting industry 4.0 capabilities to increase productivity, efficiency, transparency, and quality as well as reduce cost, manufacturers “are under pressure to bring their workforce into the 21st century,” says Gartner.
While more connected factory workers are leveraging digital tools and data management techniques to improve decision accuracy, increase knowledge and lessen variability, 57% of manufacturing leaders feel that their organisations lack the skilled workers needed to support their smart manufacturing digitalisation plans.
“Our survey revealed that manufacturers are currently going through a difficult phase in their digitisation journey toward smart manufacturing,” said Simon Jacobson, Vice President analyst, Gartner Supply Chain practice.
“They accept that changing from a break-fix mentality and culture to a data-driven workforce is a must. However, intuition, efficiency and engagement cannot be sacrificed. New workers might be tech-savvy but lack access to best practices and know-how — and tenured workers might have the knowledge, but not the digital skills. A truly connected factory worker in a smart manufacturing environment needs both.”
Surveying 439 respondents from North America, Western Europe and APAC, Gartner found that “organisational complexity, integration and process reengineering are the most prevalent challenges for executing smart manufacturing initiatives.” Combined they represent “the largest change management obstacle [for manufacturers],” adds Gartner.
“It’s interesting to see that leadership commitment is frequently cited as not being a challenge. Across all respondents, 83% agree that their leadership understands and accepts the need to invest in smart manufacturing. However, it does not reflect whether or not the majority of leaders understand the magnitude of change in front of them – regarding technology, as well as talent,” added Jacobson.
Technology and People
While the value and opportunities smart manufacturing can provide an organisation is being recognised, introducing technology alone isn’t enough. Gartner emphasises the importance of evolving factory workers alongside the technology, ensuring that they are on board in order for the change to be successful.
“The most immediate action is for organisations to realize that this is more than digitisation. It requires synchronising activities for capability building, capability enablement and empowering people. Taking a ‘how to improve a day in the life’ approach will increase engagement, continuous learning and ultimately foster a pull-based approach that will attract tenured workers. They are the best points of contact to identify the best starting points for automation and the required data and digital tools for better decision-making,” said Jacobson.
Long term, “it is important to establish a data-driven culture in manufacturing operations that is rooted in governance and training - without stifling employee creativity and ingenuity,” concluded Gartner.