Date : 21-Oct-2020
Location: Kuala Lumpur

Organization:

Freshworks Inc., the customer engagement software company.

 Key Takeaways:

• FreshWorks announced the appointment of tech veteran José Morales as Chief Revenue Officer (CRO). Morales most recently served as Atlassian Corporation Plc’s head of global field operations and specializes in driving revenue for high-velocity and hyper-growth companies.
• Morales will lead the Freshworks’ 1,000+ person sales and go-to-market organization and will report to Freshworks founder and CEO Girish Mathrubootham.

Offerings:

Freshservice, an intelligent IT service desk solution which serves as a central point of contact between service providers and IT users on a day-to-day basis.

Key features:

• Incident management
• SLA Management
• Automations & AI/ML
• Self-Service Portal 

• Morales commented that FreshWorks products are ideal for bottom-up adoption - they are affordable, easy to deploy and intuitive - yet, they are also robust and can be scaled across the enterprise as the company standard.
• Girish Mathrubootham, founder and CEO of Freshworks, said, Morales will be instrumental in scaling the company to the next level, after having led Atlassian’s success through its IPO in 2015.
• Matt Garratt, Managing Partner, Salesforce Ventures,commented FreskWorks on the Forbes 2020 Cloud 100 listing; in the face of this unprecedented time, digital is an urgent imperative,hence cloud solutions empowers digital transformation.

Insights:

• Before Freshworks, Morales built Atlassian’s field operations organization which included direct sales, partner programs, services and other key go-to-market functions. During his 10-year tenure, he helped grow the company from under $100 million in revenue to nearly a $1.8 billion annual run rate.
• On 15-Oct-2020, FreshWorks announced that its core product, Freshservice, was recognized by Garner for completeness of vision and ability to execute in the Magic Quadrant for IT Service Management Tools.
• On 21-Sep-2020, FreshWorks announced it ranked number 16 on the Forbes 2020 Cloud 100.
• On 07-AUg-2020, doubling its ARR (Accounting rate of return) during the first half of 2020, in which time the company provided access to free technology and expertise to small and midmarket/enterprise businesses to help combat the Covid-19 - further past the $200M ARR milestone, set before the global pandemic too place in Jan 2020.
• In January 2020, Freshworks acquired AnsweriQ, a provider of machine learning and AI for larger enterprises. The acquisition complements Freshworks’ AI engine, Freddy, by enabling enterprise organizations to fully leverage their existing customer data to scale self-service experiences and automate complex customer workflows.

Editor's Comments:

• An IT service desk solution usually services the IT issues of the IT users of an enterprise, the IT users are referring to the employees.
• Compared with a Helpdesk solution, which is usually referring to customer care support; helpdesk doesn't entertain internal IT issues - to cater for helpdesk support, there is the FreshDesk solution,an omni-channel customer care solution for enterprise.