Elsevier Tech cuts report generation time to less than half with Freshworks Analytics

Elsevier Technologies is a global information analytics business that helps scientists and clinicians to find new answers, reshape human knowledge, and tackle the most urgent social crises. For 140 years, they have partnered with the research world to curate and verify scientific knowledge. As one of the world’s foremost providers of scientific, technical, and medical information, Elsevier publishes more than 470,000 articles annually in over 2,500 journals.

As a digital-first and data-driven business, Elsevier’s IT team is required to operate at an unparalleled scale, speed, and efficiency. While you can read more here about how Elsevier uses Freshservice, this article will focus on how Elsevier’s team uses Freshworks Analytics

Sarah Jane Pena is a reporting analyst at Elsevier Technologies. She’s a part of the global helpdesk team, which helps 9,000+ employees at Elsevier Tech with their IT problems. The unit can be broadly divided into three levels: level 1 is the helpdesk team, level 2 is the regional team (APAC, EMEA, or US), as well as the IT team, and at level 3 are the engineers.

Sarah is the reporting contact for all the three teams. As the Analytics expert, she prepares and schedules reports for the teams, besides advising them on making the most of Analytics and the data available to them. Sarah was also a part of the Analytics session at Refresh2020 so be sure to check it out!

How does Sarah use Freshworks Analytics?

The metrics that Sarah reports on (this is not an exhaustive list) are SLA adherence, CSAT, CSAT rate, first contact resolution, volumes received per month, and open incident rate.

Generating custom reports is easy with Freshworks Analytics
Generating custom reports is easy with Freshworks Analytics

Before Elsevier began using Freshworks Analytics for their reporting needs, the company used Excel and Freshservice Reports to generate reports. This was a very time-consuming process, according to Sarah.

“Excel is time-consuming and is more prone to human error. Before, when we were exporting yearly data, we had to create multiple reports to cover the whole year, and then we had to manually select the fields and make sure they align with the other reports. It took hours to complete,” she said. “For example, to create our weekly report in Excel, it takes about 1-2 hours. We create charts and manually embed the calculation. With Analytics, I’m done in less than an hour. For me, it saves more than half of the time we spent on the report before. I’d even say that up to 3/4th of my time has been saved using Freshworks Analytics.”

When Sarah creates reports, she shares them with supervisors and managers in L1, L2, and L3 teams. Previously, if someone wanted access to data, they had to request Sarah and her team to crunch numbers and generate reports. With Freshworks Analytics, the supervisors and managers can log in and check the reports themselves.

“Our L2 teams have better visibility into the data like the scores we have for the month. Instead of requesting it and waiting while we generate it via Excel, which consumes so much time and space, they log in themselves. It’s the same tool they’re using—no separate software or additional license. So we’re saving effort, time, and resources using Freshworks Analytics,” she explained.

We asked Sarah for a tip for new Analytics users and this was her recommendation:

“For me, Freshworks Analytics is a very user-friendly and easy-to-use tool. If you’re just getting started, I’d suggest checking out the solution articles and the interactive tours which are very useful in familiarizing yourself, especially with the navigation and report creation. Use the curated reports as a reference for your first few reports. Happy number crunching!”


You can check out Freshworks Analytics by going to the Analytics tab of your favorite Freshworks product. Keep an eye on analytics.freshworks.com for updates. If you have any feedback, please write to us at support@freshworks.com—we’re always happy to listen!

(Want to check out what Refresh 2020 is all about? While the event may be over, the excitement will continue to live virtually for a few more months! Click here to register and receive a login link through which you can access the keynotes, breakout sessions, and more topnotch content.)