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Freshworks Transforms the Customer Experience For Indonesia's Largest Independent Telco Infrastructure Provider, Protelindo 

Freshdesk software streamlines support process to resolve customer queries faster

Indonesia June 01, 2022

Freshworks Inc. (NASDAQ: FRSH), a software company empowering the people who power businesses, today announced that its customer Protelindo, the largest independent tower owner and operator in Indonesia, chose Freshdesk™ to modernize its customer support processes with a fast and intuitive software platform. 

Protelindo, the wholly-owned subsidiary of PT Sarana Menara Nusantara Tbk (IDX: TOWR) receives thousands of support queries every day from its customers across the entire Indonesian archipelago. Serving clients with infrastructures over 34 provinces requires coordination between various internal teams spread across the Indonesian islands. With queries coming in by email and phone in addition to an internal ticketing system, agents were spending most of their time turning customer queries into tickets and then routing the information to internal stakeholders, rather than analysing and resolving the issues immediately. 

Freshworks’ customer engagement solution has streamlined customer requests from across all channels into one place, making it easy for the support team to address queries quickly and efficiently. The team can now focus on verifying issues and coordinating across departments to resolve them, resulting in and improving the overall customer experience. 

“Freshdesk is a life saver!” said Shinta Firmasari, Operations Maintenance Specialist at Protelindo. “This is the best way to overcome the thousands of emails we receive every day! It saves us so much time and helps us focus on addressing the issues instead of worrying about the system.”

Freshdesk is easy to use and its intuitive features helped Protolindo get up and running quickly to delight its customers and its agents. The Protelindo customer success team was able to set up multiple SLAs, create custom ticket fields, and customise automated rule engines for a better user experience. 

“We want all customer support agents to love their business software,” said Pradeep Rathinam, Chief Customer Officer at Freshworks. “The support team at Protelindo is a testament to our promise of delivering delightful experiences to business software users and in turn empowering them to elevate the experiences they provide to their customers.”

About Protelindo 

PT Professional Telekomunikasi Indonesia ("Protelindo"), a wholly-owned subsidiary of PT Sarana Menara Nusantara Tbk (IDX: TOWR), is the largest independent tower owner and operator in Indonesia. Protelindo owns and operates 28,698 towers in Indonesia, a total of 53,975 total rental locations, and 70,465 km revenue generating fiber optic cables throughout Indonesia as of December 2021. Protelindo also provides connectivity and internet services to over 2,000 customers in Indonesia, by utilising 13,768 kms backbone and fiber assets owned by the company. 

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 and follow us on Facebook, LinkedIn and Twitter.

© 2022 Freshworks Inc. All rights reserved. Freshworks, Freshdesk and their associated logos are trademarks or registered trademarks of Freshworks Inc. All other company, brand and product names may be trademarks or registered trademarks of their respective companies.

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Kingston Ebenezer David