Medius: From fragmented support tools to a unified Omni platform
Medius is a SaaS provider of accounts payable, expense management, and payments software that helps finance teams automate and streamline how they manage invoices, spend, and payment processes. The company is headquartered in Sweden and serves organizations looking to bring these functions together under one platform.
Software
Europe
The company
Medius, a SaaS provider of accounts payable and expense management software based in Sweden, was running support across disconnected systems: Freshdesk for its core product, and a separately acquired expense-management business on Zendesk, plus Intercom for chat. Today, Medius runs all support through a single Freshdesk Omni platform, handling roughly 3,500 tickets and 1,000–1,200 chats a month, with AI already handling a growing share of that volume.
The challenge: Life with separate systems
Before Freshdesk Omni, Medius supported two parts of its business through two unconnected toolsets. The core product ran on Freshdesk; a separately acquired expense-management company ran on Zendesk, paired with Intercom for chat. As the Vice President, Global Customer Support, Arnoud Schouw put it, "separate systems, separate stats, it became almost impossible to deal with." Agents had to manually copy and paste data between the two systems just to keep a full picture of a customer.
The decision to migrate
As Medius looked to bring its acquired expense business fully into its core product offering, running support on two separate toolsets no longer made sense. The goal was to simplify the landscape and build a single, integrated global support team that serves all products (expense, payments, and accounts payable) rather than maintaining separate teams for each acquisition.
Exploring AI was a natural next step in that same shift. Rather than viewing AI as a way to replace agents, Medius saw it as a way to free their team from repetitive, simple queries (questions with answers already available in a knowledge base) so agents could focus their time on the more complex issues that actually need a human, like integration problems between ERP systems.
With hands-on support from the Freshworks team, Medius completed its migration to Freshdesk Omni in just four weeks, a fast go-live for a project that consolidated three separate systems into one platform.
Life with Freshdesk Omni today
All channels, including chat and ticketing, now run on a single platform, with a single dashboard and unified metrics. Chat is currently live on the expense side of the business and is planned to extend to accounts payable. Medius is actively building out its AI Agent by defining tone of voice, source knowledge, and use-case scenarios, with virtual agents already live in the ticket queue. A 7-person team currently manages chat volume, with support from Freddy AI Copilot, Freshworks' AI assistant.
Results
3,500 tickets/month and 1,000–1,200 chats/month are now running through a single platform instead of being split across three systems.
Efficiency gains from unifying channels, dashboards, and metrics into one system.
Targeting 50% of chat volume handled or deflected by AI by year-end.
In their words
"Freshdesk lets us bring every channel, from our expense and accounts payable teams to what used to be separate systems entirely, into one platform. We're now working toward AI handling 50% of our chat volume by the end of this year, and that partnership on the AI side is exactly what's building our confidence going forward."
— Arnoud Schouw, Vice President, Global Customer Support, Medius
Third-party logos and trademarks are the property of their respective owners. Use does not imply affiliation, endorsement, or sponsorship between respective trademark holders and Freshworks.