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Freshworks Empowers PIECESETPNEUS to Integrate Digital Communications and Sales Channels and Create a Better Customer Experience

Freshdesk Omnichannel Suite and Freshsales help to automate customer support processes and provide a seamless experience for its buyers and employees

Paris May 24, 2022

Freshworks Inc. (NASDAQ: FRSH), a software company empowering the people who power business, today announced that its customer PIECESETPNEUS, a specialist in the sale of automotive parts, accessories and tires online and in French retail outlets, is using the Freshdesk Omnichannel suite with Freshsales to position customer relationship management as a strategic differentiator in reaching its growth goals. 

With a catalog of 600,000 product lines, selecting the right automotive part is not always easy and Internet users often turn to customer service for advice, availability and delivery times. To provide fast and efficient omnichannel customer service for approximately 28,000 tickets per month, PIECESETPNEUS uses Freshdesk Omnichannel to integrate all communication channels and simplify management for all users.

“Everything we do at Freshworks is about empowering the people who power your business, so we knew our mission with PIECESETPNEUS was to provide solutions that are flexible, easy to use, and can grow with the business. As a business evolves, so do the issues it faces. With Freshworks solutions, PIECESETPNEUS is guaranteed to have a customizable tool that will adapt to all these issues.” said Loic Rousseau, General Manager Freshworks FSE. 

Freshdesk Omnichannel Suite brings Freshdesk Support Desk, Freshchat and Freshdesk Contact Center together to provide PIECESETPNEUS with a single solution allowing agents to support, chat and manage conversations with their customers across all of their communications channels.

Thirty agents manage the telephone, email and chat channels to answer 98% of customer requests in less than 24 hours. To do this, Freshdesk is interfaced with the group's back office system, to obtain a precise view of the status of orders. Freshdesk Contact Center also enables a connection with the telephony system so that a customer file can be brought up for the agent with information on the most recent interactions and the summary of the last order.  

"Nearly 120 management rules are activated to filter requests, reassign tickets, report unanswered requests, and even follow up with customers if they haven't responded to the last interaction," explains Jérôme Mutel, e-commerce manager at PIECESETPNEUS. "All these automations simplify the life of agents and speed up processes."

Additionally, to manage commercial relations with franchises, the company uses Freshsales, integrated with Freshdesk to give a complete view of customer interactions. PIECESETPNEUS plans to continue to rely on Freshworks to continue its growth by benefiting from a unique and integrated software suite that is easy to use and scalable. 

"It's important for our small team to have easy to use, modern software," confirms Jérôme Mutel, "the ease of use of Freshworks enables our teams to carry out their jobs with the greatest efficiency."

About PIECESETPNEUS

Thanks to their experience in the various automotive trades (distribution of spare parts and tires, automotive repair), PIECESETPNEUS is an essential partner for the supply of parts and tires thanks to the quality and extent of the services offered. From now on, in all simplicity: Click - Install - Drive! Click... and choose your parts, on the website or in one of our stores.

About Freshworks

Freshworks Inc., (NASDAQ: FRSH) makes business software people love to use. Purpose-built for IT, customer support, sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 56,000 customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For the freshest company news visit www.freshworks.com and follow us on Facebook, LinkedIn and Twitter.

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