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Freshworks Expands Australian Footprint with Melbourne Office Following 5X Growth

Customer engagement software innovator caters to over two thousand paying customers in ANZ

Melbourne, Australia May 02, 2019

Freshworks, the leading innovator of cloud-based customer engagement software, has expanded its operations in Australia with the opening of its office in Melbourne. This is the company’s second office in the ANZ region, after Sydney, in a span of three years. 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.

The new office will serve a growing customer base in the south-eastern state of Victoria. Some of the noteworthy customers in Victoria include beauty brand Mecca, retailer Kikki K, outsourcing leader Probe Group, the Victorian Government’s Department of Premier & Cabinet, and the City of Whittlesea. These customers are taking advantage of world-class cloud-based products from the Freshworks suite including helpdesk support software Freshdesk and IT helpdesk Freshservice.

With the addition of the Melbourne office, the Software-as-a-Service (SaaS) company, headquartered in San Mateo, USA, has grown it’s workforce to over 2000 employees, spread across four continents. Freshworks secured $100 Million investment led by Accel and Sequoia, with participation from CapitalG, bringing Freshworks’ total amount of capital raised to $250 million as of July 2018.

The company has over 2,200 paying customers in Australia and New Zealand. Freshworks Australia’s General Manager, Sreelesh Pillai, expects local demand for Freshworks products to double by 2020. To meet this increased demand, the company is planning to double its regional headcount in the next six months.

Commenting on the recent expansion, Pillai said: “The Australian market is a historically significant bellwether for our company. Our first ever customer, globally, was based in Australia, and so was our hundredth. As we cross over two thousand paying customers in Australia and New Zealand, we look forward to helping many more businesses improve their customer engagement through our products.”

“The Melbourne office allows Freshworks to deepen its local relationships in the region and provide additional and dedicated support to our local customers, amplifying our customer-driven growth strategy in the region. Further, our partner network has been integral to facilitating customer success in Australia and New Zealand. We look forward to growing our partner base to serve the region.”

Freshworks has capitalised on the addition of the Sydney data centre, which was launched last year. This data centre helps meet data sovereignty and privacy requirements of customers in the enterprise and public sectors. In the last three years, Freshworks has extended its enterprise-grade customer base across Australia to more than 250. Government services have emerged as a key growth sector with the City of Whittlesea, the Department of Premier & Cabinet in Victoria, and more leveraging a mix of one or multiple Freshwork products to suit their needs.

Leah Dinas, IT Projects Officer, City of Whittlesea, comments: “Freshworks’ services have allowed our customer experience and IT teams to work more closely together, which has led to efficiencies across our organisation. Specifically, we use Freshservice to streamline how we gather and act upon customer feedback, meaning that we can solve customer issues quicker.”

About Freshworks

Freshworks provides customer engagement software to businesses of all sizes, making it easy for customer support, sales and marketing professionals to communicate more effectively with customers and deliver moments of wow. Freshworks offers a full suite of SaaS (Software as a Service) products that create compelling customer experiences and lets businesses share a 360-degree view of relevant customer information internally.

Founded in October 2010, Freshworks Inc. is backed by Accel, Tiger Global Management, CapitalG and Sequoia Capital India. Freshworks is a 2,000 + team headquartered in San Mateo, California, with global offices in India, UK, Australia and Germany. The company's cloud-based suite is widely used by over 40,000 customers around the world including the NHS, Honda, Rightmove, Hugo Boss, Citizens Advice, Toshiba and Cisco.

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Nikunj Kewalramani