How Freshworks’ Suite of Products Helped Dwyer Instruments LLC Transform Their Business
We had the pleasure of sitting down with Zach Diamond, IT Development at Dwyer Instruments LLC, to learn how his company leverages Freshworks’ total business solution across their service (ITSM) and support desk (CX) as well as sales teams.
Who is Dwyer Instruments LLC?
As a leading manufacturer in the controls and instrumentation industry, Dwyer Instruments LLC serve major markets including, but not limited to, HVAC, chemical, food, oil and gas, and pollution control. With such a diverse and robust portfolio of clients, Dwyer needed an equally robust solution to help manage their team’s varied needs that didn’t break the bank. Enter Freshworks.
More cost-efficient than Fortune 500 companies
Freshworks’ flexible and affordable pricing, plus the ability to make customizations at no additional cost, perfectly aligned with Dwyer’s needs as a mid-sized company.
“We didn’t want to choose one of the Fortune 500 solutions because a lot of those larger companies are customizable while I think Freshworks is more configurable. And my distinction between that is that configurable means they give you the ability within the platform to configure what you need without additional coding or support. With a lot of the larger companies, they say: here’s what it is out of the box, you can do whatever you want, but you’re going to have to pay for additional custom coding,” observed Zach.
With Freshworks, Dwyer doesn’t need to worry about hidden fees or extra costs. They are able to configure each application to their unique needs and continue to tailor them as their business grows as all Freshworks products are backed by our flexible platform.
A modern business requires a modern ITSM
Dwyer started their journey with Freshworks by looking at our IT support desk, Freshservice. Their previous on-prem solution was extremely confusing and complicated to use, creating a broken experience for employees and teams.
“With our old system, I never really knew what tickets were assigned to me or what I should be working on,” commented Zach.
Now, with Freshservice, Dwyer has one unified service management solution that helps them bridge silos, improve their time to resolution, significantly reduce costs, and improve visibility into all IT tickets. It’s truly helped revolutionize their business.
“Our IT helpdesk is the one stop shop for any questions and concerns that our employees have. For any of the support groups, they just go to one place, select their ticket type and it gets routed appropriately. That’s the biggest part for us,” raved Zach.
Dwyer was so satisfied with our Freshservice product that they looked to expand to our other products.
Zach recounts, “Our IT Director was really big on the idea of a unified platform. He wanted a minimal amount of platforms, while maximizing the amount of applications within those platforms.”
One solution suite for all business needs
Luckily for Dwyer, Freshworks makes it possible for Freshservice, Freshdesk, and Freshsales products to seamlessly work together for an effortless experience.
With the entire Freshworks suite, Dwyer was able to set up both internal and customer-facing teams with a frictionless solution suite on our powerful Neo platform to handle their varied needs. Plus, it was incredibly easy for their teams to make the switch with our intuitive solutions. Most teams were up and running in just a few weeks.
Leverage data to drive revenue
Since Dwyer requires an extensive product catalog of over 240,000 items for their manufacturing unit, they needed a sales CRM that could keep up with their business and easily record new products, pricing, associated discounts and the likes. Freshsales fit the bill.
Using Freshsales, Dwyer was able to make their comprehensive catalog of items available in one view to each of their 60,000 Freshsales accounts for enhanced visibility and control and a better customer experience. Dwyer also took advantage of built-in Freddy AI in Freshsales for nudging their sellers on deals that were ripe for closing.
“Within the CRM, we get a nice activity timeline view of whenever emails are sent, custom sales activities are created, and when information about a contact changes. We are also provided an artificial intelligence score about the activity of each customer, like is this a hot lead or a cold lead, which is really nice,” commented Zach.
Dwyer has been able to use this data to personalize engagement, close deals faster, and generate more revenue.
Customer support made easy
Dwyer’s previous customer support solution constantly crashed and lacked the flexibility to route emails. Freshdesk immediately solved this problem and Dwyer made the switch.
Using Freshdesk, Dwyer was able to route requests that came into their information email or were submitted as a form on their website directly to an all-in-one inbox used by the entire customer support team. From there, the support team could easily prioritize, categorize, and assign tickets to ensure nothing slipped through the cracks and deliver support within customers’ SLAs.
Our simple, intuitive solution transformed Dwyer’s customer support operations. An enriched view of customer information meant agents no longer had to switch between different windows to get the full customer context and they could easily chat amongst each other if they had questions on a ticket.
“Our customer service representatives can be working in Freshdesk, while simultaneously communicating with the rest of the customer service team in real-time through additional features like private notes on tickets or Freshconnect, which is a nice additional feature where you can chat on tickets with other individuals that are a part of Freshdesk. The collaboration that it provides is vital for our work from home sustainability,” noted Zach.
Accurate reporting with analytics to measure and improve efficiency
Dwyer was also able to utilize Freshdesk’s curated and custom reports to gain better insight into their business and pinpoint areas for improvement.
With Freshdesk’s custom reporting capabilities, Dwyer built a custom analytics dashboard to track specific electronic data interchange (EDI) orders. They were even able to program the report so that each time an EDI order was pushed through their system and there was an error, it would automatically be routed to Freshdesk as a ticket. Then the team would be alerted that they needed to go in and manually adjust something in the order.
By automating EDI tracking, Dwyer significantly cut costs by reducing manual labor. Accurate reporting also helped Dwyer identify problems leading to a backlog in their system.
Using the “Ticket Volume” report, Dwyer determined that in late January they had 2,500 unresolved tickets in their system causing a massive backlog. This data prompted them to look further into the issue and they learned that the backlog started right around Christmas time when most employees were out of office. Dwyer took action and proactively devised a plan for the next holiday season to prevent this from happening again.
Seamless integrations for better cross-functional collaboration
Freshworks’ suite of products further helped Dwyer transform its technology ecosystem by breaking down organizational silos for better cross-functional collaboration.
“I think one of the really cool features within Freshservice and Freshdesk, in terms of collaboration, is you can see, in real-time, who else is working on that ticket or replying to a customer so you don’t get duplicate people responding, which has been a problem in the past,” observed Zach.
Dwyer was also able to use the integration between Freshdesk and Freshsales to streamline their sales process and close more deals.
Prior to Freshworks, Dwyer had two completely separate systems that didn’t talk to each other. If sales wanted to know if a prospect had any tickets open with the customer support team, they would have to call the customer support team and have them do research. The seamless integration between the two products and the activity timeline has helped break these silos and improve visibility for their sales and support teams. Now, the sales team can easily look into Freshdesk tickets to see if there are any open tickets and to better understand the history of a prospect, and vice versa, the customer support team can do the same.
“It gives each team the ability to peek into the other one and gather information much more quickly, which isn’t only great for our team, but also for our customers since they are getting much more timely and efficient responses as we’re able to do our jobs better,” commented Zach.
Streamline operations and delight customers
Ultimately, Freshworks’ suite of products transformed Dwyer’s entire business by enabling cross-functional collaboration with different teams, creating a unified customer profile, and significantly streamlining workflows leading to happier agents, employees, and customers – all at an affordable price.
If you want to learn how Freshworks’ suite of products can transform your own business, get started with a free trial today.
