Freshworks: driving maximum business value amidst COVID-19
With the impact of the COVID-19 outbreak continuing to affect organisations around the world, we detail Freshworks’ response to the virus.
“With the global pandemic still looming large, Freshworks is working across products, functions, and demographics to deliver the maximum value to businesses out there.”
Internal steps taken by Freshworks to protect its workforce and customers:
Health and Safety: while it continues to monitor the situation and take appropriate actions where necessary, Freshworks has deployed work from home procedures and implemented travel restrictions.
Customer Success: Freshworks’ support team is available via phone, web or chat, and will work to ensure the same level of services and accessibility to software. The company has activated Business Continuity Plans to support its customers.
Operational Excellence: establishing a cross-functional task force - led by its CIO - Freshworks will harness this team to monitor and address the evolving situation.
Data Security: Freshworks maintains that the protection of customer data is of the highest priority, putting secure provisions and safe channels in place to maintain security while its team is working remotely.
“These are extraordinary times. As the COVID-19 pandemic continues across the world, our thoughts are with those who have been impacted by the virus and we wish them a full and speedy recovery. While we are all remote, we are fully prepared with Business Continuity processes to ensure that we provide the same level of service and accessibility to Freshworks software,” commented Girish Mathrubootham, CEO at Freshworks.
“During this time, our support teams are available and can be reached through phone, email, website, and chat. Our product support team has activated their Business Continuity Plan (BCP) to abide by Service Level Agreements that meet the ongoing customer needs. [...] As the situation changes, you have our pledge that you will have our continued support. You can read more about our business preparedness and our safety measures here,” added Mathrubootham.
Useful services for the manufacturing industry in response to COVID-19
Small Business Continuity Offer
For small businesses with under 50 employees, Freshworks is giving free and unrestricted use of its customer engagement tools for the next six months.
Tools include: Freshchat and Freshcaller
Messaging first customer service
For a limited time, Freshworks is offering its Freshchat platform with the WhatsApp Business integration free for three months, allowing businesses to take their customer service online.
Useful resources for the manufacturing industry in response to COVID-19
‘Adapt and evolve your CX’
“Customer support is hard. Remote support is even harder.”
Freshworks has put together a variety of resources related to ‘business continuity’ and how to keep your team engaged.
‘Reimagine your sales strategy’
As a result of COVID-19 businesses are being forced to rethink how they sell and operate, Freshworks has put together a variety of resources to keep sales teams motivated.
‘Manage your global workforce remotely’
Freshworks also offers insights into delivering IT support during this era of businesses remote working.
“We are in this together. We will continue to monitor the global situation and offer continued support to our employees, customers, and partners as needed. As always, we thank you for your continued trust. Most importantly, we hope that you and your family are safe and remain healthy,” concluded Mathrubootham.
For more information on manufacturing topics - please take a look at the latest edition of Manufacturing Global.
IMF: Variants Can Still Hurt Manufacturing Recovery
After a year of on-and-off manufacturing in the US, UK, and the eurozone, demand for goods surged early last week. Factories set growth records in April and May, suppliers started to recover, and US crude hit its highest price point since pre-COVID. As vaccination efforts immunise much of the US and UK populations, manufacturers are now able to fully ramp up their supply chains. In fact, GDP growth could approach double-digits by 2022.
Now, the ISM productivity measure has surpassed the 50-point mark that separates industry expansion from contraction. Since U.S. president Biden passed his US$1.9tn stimulus package and the UK purchasing managers index (PMI) increased to 65.6, both sides of the Atlantic are facing a much-welcomed manufacturing recovery.
Lingering Concerns Over COVID
Even as Spain, France, Italy, and Germany race to catch up, and mining companies pushed the FTSE 100 index of list shares to a monthly high of 7,129, some say that UK and US markets still suffer from a lack of confidence in raw material supplies. Yes, the Dow Jones has made up its 19,173-point crash of March 2020, and MSCI’s global stock index is at an all-time high.
Yet manufacturers around the world realise that these wins will be short-lived until pandemic supply chain bottlenecks are solved. If we keep the status quo, consumers will pay the price. In April, inflation in Germany reached 2.4%, and across the EU’s 19 member countries, overall prices have increased at an unusual pace. Some ask: Is this true recovery?
IMF: Current Boom Could Falter
Even as Elon Musk tweeted about chip shortages forcing Tesla to raise its prices, UK mining demand skyrocketed; housing markets lifted; and the pound sterling gained value. The International Monetary Fund (IMF), however, cautioned that manufacturing recovery won’t last long if COVID mutates into forms our vaccinations can’t touch. Kristalina Georgieva, Washington’s IMF director, noted that fewer than 1% of African citizens have been vaccinated: “Worldwide access to vaccines offers the best hope for stopping the coronavirus pandemic, saving lives, and securing a broad-based economic recovery”.
Across the globe, manufacturing companies are keeping a watchful eye on new developments in the spread of COVID. Though US FDA officials don’t think we’ll have to “start at square one” with new vaccines, the March 2021 World Economic Outlook states that “high uncertainty” surrounds the projected 6% global growth. Continued manufacturing success will in large part depend on “the path of the pandemic, the effectiveness of policy support, and the evolution of financial conditions”.
Mathias Cormann, secretary-general of the Organisation for Economic Co-Operation and Development (OECD) concurred—without global immunisation, the estimated economic boom expected by 2025 could go kaput. “We need to...pursue an all-out effort to reach the entire world population”, Australia’s finance minister added. US$50bn to end COVID across the world, they imply, is a small investment to restart our economies.