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DTDC unlocks rapid time to value using Freshdesk to craft better customer experiences and improve customer satisfaction during global supply chain challenges
Freshworks Inc. (NASDAQ: FRSH), today announced that its customer DTDC, one of India’s leading logistics and courier service providers, uses Freshdesk™ to deliver personalized experiences to millions of customers.
DTDC Express Limited is a homegrown freight company that processes over 500,000 shipments every day. The high volume of support tickets generated during the recent supply chain demands, were unable to be properly managed by the company’s previous customer engagement software and caused delays for DTDC and its customers.
“The transformation journey to Freshworks was outstanding. It took us only 45 days to migrate to Freshworks and only a couple of weeks to train our employees to use Freshworks software to its full potential,” said Mrinal Chakraborty, Director, Channel Business & Network Development, DTDC Express Limited. “The quick to deploy nature helped us onboard over 13,000 franchise owners and millions of customers with no real friction.”
Freshworks’ reporting and analytics capabilities also gave DTDC the power to track agent productivity and measure CSAT scores. Since implementing Freshdesk, CSAT scores have increased by 32%. DTDC is also able to reward its employees based on their performance and the customer satisfaction they create which is boosting the morale of team members internally.
“If I could compare Freshworks to a human being, it is friendly and responsive,” adds Mrinal. “We want to differentiate ourselves in the crowded logistics space with our focus on the consumer and Freshworks’ vision to create delightful experiences is shown in its truly world-class software!”
“We are thrilled to be partnering with a leading brand like DTDC in their transformation,” said Karthik Rajaram, Vice President, Sales for Freshworks India. “We are pleased to have been able to move the needle significantly on their north star metric – CSAT (Customer Satisfaction score). We believe this is truly a testament to our platform delivering tangible value to our customers in record time by empowering their agents to better delight their customers.”
About Freshworks Inc.
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 63,000 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.
© 2023 Freshworks Inc. All Rights Reserved. Freshworks and its associated logo is a trademark of Freshworks Inc. All other company, brand and product names may be trademarks or registered trademarks of their respective companies. Nothing in this press release should be construed to the contrary, or as an approval, endorsement or sponsorship by any third party of Freshworks Inc. or any aspect of this press release.
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Kingston David
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