Freshworks (formerly Freshdesk) Strengths, Domain Expertise, and Key Differentiators
Freshworks provides organizations of all sizes with SaaS customer engagement solutions that make it easy for support, sales and marketing professionals to communicate effectively with customers for better service and collaborate with team members to resolve customer issues. The company's products include Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat, and Freshmarketer.
Freshworks (formerly Freshdesk) Recent Developments
In September 2018, Freshworks launched the appointment of veteran Software as a Service (SaaS) executive David Thompson as CMO. As one of his first initiatives, Thompson has launched an aggressive brand advertising campaign that positions Freshworks as the smart, friendly alternative in a bloated SaaS market. In September 2018, Freshworks launched a unified marketplace platform that allows companies and developers to easily build apps that give access to a 360-degree view of customer information. In addition, the marketplace platform also provides a simple interface for customers to easily browse, try and install trusted applications with one-click. Now companies can fully harness the strength of platform features such as serverless computing and scheduled events to help them quickly build and integrate apps with the Freshworks suite and extend the capabilities of Freshworks products. In October 2018, Freshworks launched “Freddy”, an “Omnibot” AI engine that enhances the sales, support and marketing capabilities for businesses of all sizes. Freddy leverages Google AI technology Google Assistant to help businesses resolve customer issues more effectively and efficiently through a mix of human and machine-based voice interactions. In June 2017, Freshdesk has created new ‘umbrella brand’, Freshworks, bringing together its growing suite of business software designed to help companies better engage and communicate with their customers and employees.
Freshworks (formerly Freshdesk) Mergers and Acquisitions (M&A) Activities
In May 2019, Freshworks Inc. acquired Natero Inc. With Natero’s AI/ML-powered technology, the Freshworks platform puts actionable data in the hands of customer success professionals. This helps companies more easily predict and prevent customer churn, increase account expansion and manage more customers with fewer resources.
Freshworks (formerly Freshdesk) Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD ask the simple question: Who’s buying Freshworks (formerly Freshdesk) applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Freshworks (formerly Freshdesk) and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified FreshDesk (Customer Support), FreshService (ITSM), FreshSales (Sales CRM), FreshCaller (Call Center), FreshTeam (ATS), FreshChat (Customer Messaging), Freshrelease, FreshStatus, FreshPing, customers.
Freshworks (formerly Freshdesk) Overview
Ownership: - Accel and Sequoia
Number of Employees: 1500
Functional Markets: Customer Relationship Management, IT Service Management,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction and Real Estate, Consumer Packaged Goods, Distribution, Education, Government, Healthcare, Insurance, Leisure and Hospitality, Life Sciences, Manufacturing, Media, Non Profit, Oil and Gas, Professional Services, Retail, Transportation, Utility,
Freshworks (formerly Freshdesk) Key Enterprise and Cloud Applications
FreshDesk (Customer Support), FreshService (ITSM), FreshSales (Sales CRM), FreshCaller (Call Center), FreshTeam (ATS), FreshChat (Customer Messaging), Freshrelease, FreshStatus, FreshPing,
Freshworks (formerly Freshdesk) Revenues, $M:
| Type/Year | 2017 | 2018 | 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) Enterprise Applications Revenues By Functional Markets, $M:
Freshworks (formerly Freshdesk) Enterprise Applications Revenues By Verticals, $M:
Freshworks (formerly Freshdesk) Revenues By Region, $M
| Region | % of Total Revenues | 2018 Total Revenues, $M | 2018 Enterprise Applications Revenues, $M | 2018 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 - Breakdown by Geo, Size, Vertical and Product
List of Verified Freshworks (formerly Freshdesk) Customers
No. of Freshworks (formerly Freshdesk) Customers: 150000
No. of Freshworks (formerly Freshdesk) Enterprise Applications Customers: 150000
No. of Freshworks (formerly Freshdesk) Cloud Customers: x
No. of Freshworks (formerly Freshdesk) Cloud Subscribers: x
The company's cloud-based suite of SaaS products is widely used by over 150,000 customers around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba and Cisco.
Freshworks (formerly Freshdesk) Market Opportunities, M&A and Geo Expansions
In November 2018, Freshworks partnered with Pitney Bowes, a global technology company that provides commerce solutions in the areas of ecommerce, shipping, mailing, and data to integrate Freddy, its recently launched Omnibot Artificial Intelligence (AI) engine with the next generation SendPro C-series device. Pitney Bowes leverages Freddy, Freshworks’ AI technology to empower users with more effective support through chat interactions. This will be Freddy’s first hardware integration, within a month of its global launch. In August 2018, Freshworks acquired Zarget, a leading marketing software startup that provides marketers and designers with a suite of Conversion Rate Optimization (CRO) tools helping them understand how users interact with their websites. This is the ninth acquisition made by Freshworks over the last two years and will help the company focus on building marketing solutions for businesses of all sizes. In July 2018, Freshworks has raised $100 million in a Series G funding round at a $1.5 billion valuation, post-money, according to a spokesperson for the company. Accel Partners and Sequoia Capital led the round, which also saw participation from CapitalG, the (quite active) growth equity investment arm of tech conglomerate Alphabet. In conjunction with the capital raised across six previous rounds since the end of 2011, this financing brings Freshworks’s total venture funding to $250 million.
Freshworks (formerly Freshdesk) Risks and Challenges
In November 2018, Freshworks has bolstered its top management with the appointments of Prasad Ramakrishnan as CIO and Shivanath Somanathan as CISO. The rebranding and the product awareness are work in progress, Freshworks have to devote more time on these proceses.
Freshworks (formerly Freshdesk) Ecosystem, Partners, Resellers and SI
In June 2019, Vonage partnered with Freshworks Inc. The partnership integrates messaging APIs via Nexmo, the Vonage API Platform directly into the Freshdesk customer support software, enabling business messaging with customers on the channels they prefer including SMS, MMS, WhatsApp and Facebook Messenger. In May 2019, Freshworks expanded its operations in Australia with the opening of its office in Melbourne. The Melbourne office is a result of soaring local growth, with annual recurring revenues increasing by 5X, since the inauguration of the Sydney office in September 2015. Freshworks resellers are: Soluciones Orión, 3MHZ Solutions, Cloud Ease Consulting, The Rype Group Pty Ltd, JT’s Cloud, Mage Shops, Mincko, Multiedro Serviços de TI Ltda., Loupen Tecnologia, Cloud Choice, SemiCent, Master Concept, Swedbyte, Consolida Oy, Cirruseo, Inc, Blue note systems, QMS Software Ltd., Master Concept, Redington India Limited, Searce LLP, Shivaami Corporation, Team Computers Pvt. Ltd., PT Weefer Indonesia, Freshcloud Solutions, QMS Software Ltd., We Do Soft Inc., Enterprise Source Capital de México S.A de C.V., CyS Services BV, Swedbyte, i4 Asia Incorporated, InTENSO Sp. z o.o., ООО "Сведбайт", 4Di Technologies, Refresh Networks, CRM Partners, NexTReT S.L., Senzum AB, Mage Shops, Toworksmile, Gulf Infotech, NTS Technology Partners, Contexta Global, Klevur, Onix and others.
Freshworks (formerly Freshdesk) Cloud Infrastructure Insights
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- Freshworks (formerly Freshdesk) Public Cloud and Infrastructure (IaaS)
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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).
For additional information on our methodologies, here's the link:
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