Democratically designed software is engineered for scale
[Edit Notes:] This blog is part of our series on Indian Democratic Design, a uniquely Indian approach to designing simple, scalable, well-crafted and affordable solutions that makes our customers self-reliant. To learn more about Indian Democratic Design go here.
Freshworks’ global community of over 220,000 businesses allows us to tap the power of technologies like Artificial Intelligence. Effective AI depends on large datasets. In small and mid-sized companies, however, there may be a paucity of data. Freshworks democratizes AI and machine-learning for everyone by training algorithms across a massive user base to make AI useful for companies of all sizes. It’s simply a myth that you can’t scale cloud software across large and small businesses.
Until recently, we were building democratically designed products for small and medium-sized businesses. Now we cater to larger enterprises as well. “We realized that the principles that helped us succeed with small and medium-sized businesses continue to be relevant for enterprise customers as well,” says STS Prasad, Senior VP, Engineering, at Freshworks.
In the case of our flagship product, Freshdesk, alone, we handle over 700,000 requests per minute coming to our backend servers. Engineering is the backbone of any SaaS company. Prasad believes that with a deliberate approach from the engineering leadership, you can plan for scale and address the different dimensions of the constantly evolving tech landscape. “Freshworks has seen some rapid growth in the last 10 years, and the engineering function has scaled our cloud infrastructure to meet massive customer demand and global reach,” says Prasad.
While scale is something we always account for, we took this one step further by deploying systems in the backend that allow us to cater to each customer’s need. Imagine a restaurant that lets you construct your meal from a menu that offers a variety of choices. The core of your meal is familiar, but you have the choice of adding more spice, less salt, more veggies… depending on your needs.
“Freshworks has seen some rapid growth in the last 10 years, and the engineering function has scaled our cloud infrastructure to meet massive customer demand and global reach,” says Prasad. Our products deliver the same kind of value by recognizing the unique nature of each customer’s business. We recognize that our customers have different peaks and troughs, and we aim to provide an individualized quality of service specifically designed for them that matches their business. Similar to a good restaurant, where the staff make sure to refill empty glasses and offer you more of what you have a taste for.
For more on our approach to democratically designing software, go here.
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