Freshworks (formerly Freshdesk) Among Cloud Top 500

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Freshworks (formerly Freshdesk) Recent Developments

In June 2017, Enterprise software maker Freshdesk has created a new umbrella brand, Freshworks.

Freshworks (formerly Freshdesk) M&A Activities

Just a few months after its rebranding, in July 2017, Freshworks acquired Joe Hukum, a platform that enables businesses to build their own chat bots based on logical workflows, and later in August acquired marketing software startup Zarget, marking its ninth acquisition over the past two years.

Freshworks (formerly Freshdesk) Key Enterprise & Cloud Applications

FreshDesk (Customer Support), FreshService (ITSM), FreshSales (Sales CRM), FreshCaller (Call Center), FreshTeam (ATS), FreshChat (Customer Messaging)

SCORES Analysis

Freshworks (formerly Freshdesk) Strengths

In June 2017, Enterprise software maker Freshdesk has created a new umbrella brand, Freshworks.

While the company's customer support software has had breakout growth, it also introduced new products for IT service management, customer relationship management and cloud-based call centres.

The company has four products under its portfolio - the multichannel customer support helpdesk Freshdesk, a cloud-based service desk and IT Service Management solution Freshservice, a full-featured CRM solution Freshsales and the latest, a fully functional call centre on the cloud Freshcaller.

In September 2017, Freshworks launched Freshchat, a next-gen messaging product that helps businesses better communicate with their customers.

Freshchat provides a suite of website and in-product engagement capabilities which help businesses capture more leads and drive sales.

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  • Key differentiators
  • Domain Expertise
  • Product portfolio
  • Solution scope

Freshworks (formerly Freshdesk) Revenues, $M:

Type/Year 2015 2016 YoY Growth, %
Total Revenues, $M Subscribe Subscribe Subscribe
Enterprise Applications Revenues, $M Subscribe Subscribe Subscribe
Cloud Applications Revenues, $M Subscribe Subscribe Subscribe

* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.

Freshworks (formerly Freshdesk) Revenue Breakdown By Type, $M:

Type License Services Hardware Support & Maintenance SaaS
% of Total Revenues Subscribe Subscribe Subscribe Subscribe Subscribe
Revenues, $M Subscribe Subscribe Subscribe Subscribe Subscribe

Freshworks (formerly Freshdesk) Revenues By Region, $M

Region % of Total Revenues 2016 Total Revenues, $M 2016 Enterprise Applications Revenues, $M 2016 Cloud Applications Revenues, $M
Americas Subscribe Subscribe Subscribe Subscribe
EMEA Subscribe Subscribe Subscribe Subscribe
APAC Subscribe Subscribe Subscribe Subscribe
Total Subscribe Subscribe Subscribe Subscribe

Freshworks (formerly Freshdesk) Direct vs Indirect sales

Region Direct Sales Indirect Sales Total
Type % Subscribe Subscribe Subscribe
Revenues, $M Subscribe Subscribe Subscribe

Freshworks (formerly Freshdesk) Customers

No. of Customers: Subscribe

No. of Enterprise Applications Customers: Subscribe

No. of Cloud Customers: Subscribe

No. of Cloud Subscribers: Subscribe

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  • Reference wins across regions
  • Customer Size segments
  • Customer wins momentum

Freshworks (formerly Freshdesk) Opportunities

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  • Market Opportunities at the vertical and subvertical levels
  • Mergers and Acquisitions (M&A), Funding
  • Geo Expansions

Freshworks (formerly Freshdesk) Risks

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  • Ability to handle internal and external risk and challenges

Freshworks (formerly Freshdesk) Ecosystem

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  • Health of ecosystem
  • Network Effects of BPO, ISV, SI
  • VAR Partners
  • Direct vs Indirect sales

Freshworks (formerly Freshdesk) Cloud Infrastructure Insights

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  • Cloud Infrastructure (IaaS)
  • Cloud Platform (PaaS)
  • Cloud Application delivery (SaaS)
  • Data Center (Hosting)

Research Methodology

Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.


Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).




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