Freshworks Cited as a “Strong Performer” in ESM (Enterprise Service Management) Evaluation

Freshworks Cited as a “Strong Performer” in ESM (Enterprise Service Management) Evaluation

ESM – Enterprise Service Management has been constantly showing that it is one of the best ITSM (IT Service Management) practices today. ESM is an extension of ITSM principles to facilitate services to all business areas from HR, legal, administrative, marketing, sales and finance.

Post pandemic, organizations have realized the need for digital workflow assistance for speedy growth. By adopting ESM in 2021, companies have seen a major shift in their productivity and delivery.

According to the recently released Forrester Wave – Enterprise Service Management, Q4 2021, Freshworks is recognized as a strong performer in ESM category. This report evaluates the 15 most notable ESM service providers in the world. Previously, Freshworks was ranked among Strong Performers in the 2020 New Wave in the category – Chatbots for IT Operations.

Based on its research, Forrester notes that Freshservice, a Freshworks ITSM suite as a simple and easy-to-use tool. The UI is one of the best and user-friendly platforms. Freshservice marketplace today is one of the largest markets with more than 2000 listings in this space. A complimentary copy is available to learn more about Freshworks ESM here.

What makes Freshworks the best ESM out there?

  • One stop solution for all branch needs – You can collaborate with one vendor for all your services.
  • Quick Lead-time – You can extend your IT services to other departments. Deployment and implementation happen quickly thereby providing effective solutions.
  • Cross-functional collaboration – Teams merge efficiently and can also seamlessly manage and maintain restricted access to sensitive data across various departments.
  • Automation and saving time – Repetitive tasks can be automated for every department and pre-defined approval can be set-up for certain workflows in case of low-touch resolution.
  • Employee benefits – Employees are free to use any channel/platform to raise their queries and get instant aid and solution in a unified way.

One of the significant features of Freshworks is its ecosystem. Its huge environment bridges the gaps in the organization. The intuitive platform helps customers to use it effortlessly and efficiently.

Embitel is the certified partner of Freshworks, we deliver the best-in-class service to our customers. Our client testimonials stand as proof of our exceptional work in this field. To get a demo and any queries, reach out to our team here.


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