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party, please submit a copy of any contract theCountywouldneed toexecuteforsecureddatastoragewithyourproposal. [FreshworksResponse] Over 67,000+ customers across the globe trust us
<br /> with their datasecurity.Webackourselvesup with robust data security and privacy practices that are integral to our product engineering and service delivery principles. Freshservice
<br /> platform delivers enterprise-grade security to delight the CountymanagerswithIPanddomainwhitelisting,JWTAuthentication,dataencryption,andother cyber essentials. Following the tenets
<br /> ofsecuritybydesign,securityisattheheartofbuildingour products,securingyourdata,andprovidinghighresiliency. ApproachtoDataProtection We maintain a history of two kinds of data: applicationlogsfromthe
<br />systemandapplicationand customers’ data. All data is stored in Amazon’s state-of-the-art cloud computing platform, AWS. Backups are taken every five minutes at multiple locations. Application
<br /> logs are maintainedfora durationofoneyear.Customers’dataisbackedupintwoways: 1. A continuous backupismaintainedindifferentdatacenterstosupportasystemfailoverif it were to occur in the
<br /> primary data center. Shouldanunlikelycatastropheoccurinoneof thedatacenters,businesseswouldloseonlyfiveminutesofdata. 2. Dataisbackeduptopersistentstoragedailyandretainedforthelastsevendays.
<br /> ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties.
<br /> 23 The data at rest is encrypted using AES 256-bit standards (key strength -1024), with the keys being managed usingAWSKeyManagementService.AlldataintransitisencryptedusingHTTPS with
<br /> TLS 1.2 standard encryption over a secure socket connectionforallaccountshostedonthe Freshworksdomain. Regular assessments are conducted on such serviceproviderstoensuredataisprocessedfairly,
<br /> and that data is processed only for the purposes it was collected. Besides evaluating technical requirements, examining data protection measures, compliance with Freshworks’ security
<br /> requirements, and security audit report review are conducted before onboarding the service provider. Various checks on the service provider’s vulnerability patch management processesfor
<br /> intrusion protection capabilities in AWS environments are reviewed. Copies of the access management process, third-party vulnerability testing reports, SOC2 reports, ISO 27001, ISO
<br /> 27701 reports, etcetera, are shared by the service partnerandreviewedbyFreshworks.Provision for breach notification in the event of unwarranted data incidents and necessary security
<br /> measures for data protection and recovery is part of data processing agreements betweensuch service providers and Freshworks. We have top-down governance and security in our DNA that
<br /> lets us constantly wade through our threat vectors and calibrate to strengthen our security posture.Thatway,wealignwiththechangingbusinessandtechnologylandscape. Freshworks service
<br /> uptime metric is at 99.8%. The status of the availability can be found at https://updates.freshservice.com/. H. Technical support during our normal business hours of operation from
<br /> 7:45 a.m. to 4:30 p.m.,Hawaiʻistandardtime. [FreshworksResponse] Freshworks will be providing complete support for the solution (L1 to L4). Freshworks has a defined service level of
<br /> support depending on the priority of the request and asetresponsetime is set. The following is the scope of supportservicesthatareingeneralofferedbyFreshworksto its customers. However,
<br /> the scope of service will primarilydependontheplantheCustomerfalls underatanyparticulartime. Telephone Support (Help Desk): For the applicable Service(s), Customer Contacts may report
<br /> issues through Telephone calls. Toll-free phone support will be available, in English only, through the Freshworks Support help desk contact numbers as follows: +1 (866) 832-3090 (US),
<br /> +61 2 81884692(AUS),+44(800)8085790(UK),+91(44)66678040(IND). Email Support: Customer’s authorized personnel may also report issues by email in the English language to support@freshservice.com.
<br /> Freshworks welcomes Customer feedback and comments and the Customer may forward such information to Freshworks by email to support@freshservice.com. ©FreshworksInc.2024.Allrightsreserved
<br /> Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 24 Chat Support: For the applicable
<br /> Service(s), Customer Contacts may report issues by chat.Chat support will be available for all Customers across all locations, in English only, through the Freshworkssupporthelpdesk.
<br /> Remote Assistance via GoToMeeting or similar remote assistance tools: This is available on a case-by-casebasisatpre-scheduledtimes. I. Mobile/Remote accessthatallowseachusertoaccessandworkwithdocume
<br />ntsinthecase managementsystem. [FreshworksResponse] The productivity-centricFreshservicemobileapphasbeendesignedkeepinginmindanITagent’s flexibility to stay connected ‘on the go.’ With
<br /> an industry-first modulenamed‘To-Dos,’enablesthe agenttoprioritizetheirdayandseealltheworkstreamsinasinglewindow. To-Do: The home page, also called the To-do page, shows all the items
<br /> due for the agent, includingtheunassigneditemsandannouncements. Tickets (Cases): This tab in the mobile app shows a list of tickets, which agents can customize through filters and sort
<br /> as required. Once you select a ticket, a detailed ticker page will open where agents can edit the ticket properties, respond to the case, close it, merge it, and execute scenarioautomation.
<br /> Tasks: Agents can view a list of tasks assigned to them. This view can be customized to show ‘Open,’‘In-progress,’or‘Completed’tasksfromthedrop-downoptionsonthescreen. Approvals: Requesters
<br /> and Agents can approve or request approval directly from the list view. In thecaseofanagent,clickingontheapprovalswilltakethemtothechangerequestpage. Announcements: This shows the list
<br /> of all announcements added to the system. You can share announcements with agents and end-users. This is particularly helpful for bringing teams up to speedwithnewreleasesandpostingdowntimealerts.
<br /> Solutions: Users can browse their knowledge base at the touch of a button. Solutions contain a listofallthesolutionarticlesunderafewmajorcategories. Theappisbuilttofocusforbothagentsandend-users/emp
<br />loyees. J. Customization features that allow each user to configure the case management system to theirownspecificneeds. [FreshworksResponse] ©FreshworksInc.2024.Allrightsreserved Freshworks'
<br /> online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 25 Freshworks’ modern and intuitive UI requires
<br /> minimal to no trainingandiscustomizableperyour business needs. The system supports on-the-fly customization. You may extend your brand identity to your support portal by rebranding your
<br /> portal and customizing the solution to accommodatedatauniquetoyourbusiness. Portal rebranding - With our branding capabilities, youcancustomizethesupportportaltoreflect your brand and
<br /> theme. Freshworks can be easily configured and customized for brand-themed agent-facing and end user portals. On the end user portal, you can brand your solution by changing the look
<br /> and feel of your logos, themes, and favicon and perform advanced customization with Liquid, Javascript, and complete CSS customization. You will also have access to browse through our
<br /> library of plug-and-play Freshthemes to jump-start the process of makingthesupportportalyourown. Case forms - Freshworks empowers organizations to capture the necessary information
<br /> needed from their end users with case/ticket forms. You can create multiple case forms and let your customerschoosetheappropriateformtosubmitarequest.Theseformscomewithdefaultcase fields
<br /> that allow you to collect essentialinformationlikeRequestername,Subject,Status,Source, Type, Priority, Agent, etc. Apartfromthis,youcancreatecustomcasefieldstogatherinformation that
<br /> is unique to your business. These fields can be a single/multiple text line, checkbox, dropdown,dependentfields,numberfield,date,etc. Case properties - To understand cases better and manage
<br /> their behavior within the solution, Freshservice offers case properties. Default properties like case status, priority, category, type, etc., enable you to define the cases more clearly.
<br /> With this, you can change a case status, re-categorize it, assign it to someone else,orgenerallyupdateitsproperties-allwhileworkingon it. In addition, you can create customized properties
<br /> like status, category, type, etc., as per your businessrequirements. Custom Objects - Custom objects empower you to seamlessly set up highly durable automation with minimal checks required
<br /> from your end. They can be dynamically managed even within a changing environment. An example of a workflow wherecustomobjectscanbeextremelyuseful is request management. When you have
<br /> a list ofhardcodedapprovers,anychangewillaffectthe workflowsleadingtoanerroneousprocess. With Custom Objects, you can create crisp workflows by referencing a single source of truth to
<br /> manage all your approvers. With no hardcoded approvers within workflows, skip long, cumbersome processes to update your approvers. The County can create a custom object and add object
<br /> fields as a drop-down or a lookup to manage the list of approvers. Once created, the objectrecordscanbeusedtocaptureinformationaboutalltheserviceitemsinyourorganization. Thiscustomobjectcannowberefer
<br />encedwithinworkflowstorouterequestsandapprovals. Reader nodes are used to read and reference information from custom objects into the workflows. You can create conditions based on which
<br /> a record is read into workflows from customobjects. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterSer
<br />vices Agreement(MSA)signedbybothparties. 26 Formoreinformationonhowcustomobjectscanbehandledinworkflows,referto– https://support.freshservice.com/support/solutions/articles/50000003118-using-custom-ob
<br />jects -in-workflows K. The vendor willneedtoprogram,install,andintegratethecasemanagementsystemforour officeandtrainourstafftofullyutilizeitsfeatures. [FreshworksResponse] Freshworks will
<br /> employ a dedicated Technical Account Manager (TAM) to help in pre-implementation assessments, requirement discovery, and implementation and training. An Engagement Manager (EM) will
<br /> be available to coordinate the complete onboarding journey. All theprojectmanagementactivitieswillbetakencareofbytheEM. Post-implementation support is provided by our customer success
<br /> team. TAM and EM will be part of the initial Hyper care period until our Customer SuccessManager(CSM)understandsthe customer environment. Freshworks customer success team will engage
<br /> with customers to enable product adoption. A dedicated CSM and support team will engage with the customer to provide any post-implementation support. The CSM will also ensureyougetthemostoutofyour
<br /> Freshservice instance. This will include conducting Quarterly Business Review (QBR) meetings, objective setting, annual reviews, and proactive feature meetings when new or relevant
<br /> features arereleased. Belowisasnapshotofwhatyoucanexpectduringpost-implementationsupport: Quarterly Business Review: Work with an assigned dedicated Customer Success Manager to maximizeyourreturnoni
<br />nvestmentwithFreshworksproduct. Workflow Audit and Recommendations: Proactive engagement from your dedicated technical account manager and customer success manager for periodic health
<br /> and sanity checks of your incumbent processes. This will help you arrive at best practices for enhanced agent productivity andefficiency. New feature education and assistance in adoption:
<br /> Regular walkthroughs offeatureupdatesand enhancements that are released by the product team every quarter. Through this,yourcustomer success manager and a technical account manager
<br /> will help you understand the applicability of saidupdatestoyourspecificuse-case. Workshops and Training Program: After assessing your training needs, the Freshworks implementation team
<br /> will come up with a trainingplan.Freshworksbelievestrainingisoneofthe key factors to increase adoption of the tool. Training will be customizedbasedonyourhelpdesk ©FreshworksInc.2024.Allrightsreserv
<br />ed Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 27 portal (post-Freshservice
<br /> implementation). All supporting materials andtrainingresourceswillbe availableaspartofthepackage,andtherearenoadditionalcostsassociatedwiththese. Apart from the in-product first-time
<br /> experience suggestion like setting up the support channels and on how to navigate within the tool, we have an abundance of training resources available online to make sure you are getting
<br /> the help needed throughout your journey with Freshworks. Freshworks Academy has training materials for all types of stakeholders using the tool (Agents, Admins and End-users). Additional
<br /> support like video tutorials and Knowledge-based solution articlescanalsobeusedbyourcustomerstogettherequiredsolution. Training is often the key to adoption, so we will train the majority
<br /> of Agents and Admins of Freshservice. These trainingsessionsareapartoftheoverallpackageandtherearenoadditional costsassociatedwiththem. BestPractices:Freshservicepromotesbestpracticesthroughthefollo
<br />wingchannels: 1. Training and documentation: We will be conducting comprehensive training sessions for administrators, agents, and end users, and each of these sessions will emphasize
<br /> the best practices to be followed, thus enhancing their efficiency and effectiveness while also boosting adoption. The accompanying documentation will also help them become well-versed
<br /> with these bestpractices. 2. Post-implementation support: Freshservice will employ a dedicated Technical Account Manager (TAM) and a Customer Success Manager (CSM) for the account.
<br /> The CSM willengage with you to increase product adoption, promote best practices, and to ensure you get the most out of your Freshservice instance. This includes conducting Quarterly
<br /> Business Review (QBR) meetings, objective setting, annual reviews, and proactivefeaturemeetingswhenneworrelevant featuresarereleased. Documentation:Ourtrainingprogramwillbeaccompaniedbyfull-fledgedpr
<br />oductdocumentation. You will also be able to access online documentation and solution articles at this link: https://support.freshservice.com/support/home. The documentation also consists
<br /> of easy-to-understandonlinetutorialvideostohelpyouuseFreshservicebetter. L.Licensingandanyassociatedfees [FreshworksResponse] PleaseseethecostproposalsectionorrefertoourPricingpageforlistpricingandp
<br />lans. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties.
<br /> 28 M.ComputerhardwarerequirementscompatiblewithSection1.6herein. [FreshworksResponse] We recommend users of the Freshworks platform check with their system administrators to ensurethefollowingsystem
<br />sandbrowsersareavailable. Operating System RequirementsEnsure that your computers have one of the following operating systemsinstalled: • Windows7.0orHigher • OSXMavericksorHigher We
<br /> recommend referring to Microsoft or Apple websites on their minimum hardware requirementsfortheoperatingsystemtorunsmoothly. BrowserRequirements• Chrome/Firefox/Safari/Edge:Latest2versions
<br /> Browser Feature RequirementsDepending on the browser of your choice, you will then have to configurethefollowingbrowserfeatures: • JavaScriptmustbeenabled. • Cookiesmustbeenabled. •
<br /> LocalStoragemustbeenabled. • HTTPS-TLSv1.2orHigher.Previousversionshavebeendeprecated. F.ImplementationandProjectManagement We understand that a product is more than justasoftwareoffering,sowecreate
<br />daprofessional services team within our Customer Experience organization that allows us to help customers build best-of-class working environments for users. Thus, we can offer the product,
<br /> knowledge, and experience to operate the software for various use cases and environments to achieve optimal results.Freshworksprovidesaprofessionalservicesteamthathelpsthecustomergather
<br /> requirements, consult on best practices, configure the productwiththecustomer,trainresources and assist during thego-live/hypercarephaseintothevaluerealizationphase-.Allteammembers aretrainedandexper
<br />ienced,withmorethanfiveyearsofexperienceintheirrespectivefields. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededb
<br />yaMasterServices Agreement(MSA)signedbybothparties. 29 Our implementation process is designed to be flexible, thorough, andquick.Theproduct'sdesign is intuitive, supports easy customizations,
<br /> and supports API calls from external systems, which can be done swiftly owing to thorough API documentation. Our enhanced implementation methodology involves a framework-driven approach
<br /> and core componentstodeliveroutstanding servicescustomizedtoyourtechnicalandfunctionalneeds. DirectPartnershipModel Freshworks offers the County our Direct Partnership Model. The Direct
<br /> Partnership Model starts with a discovery workshop that aligns project expectations by undertaking ajointprojectkick-off session. The workshops are designed to ensure a total understanding
<br /> of the business requirements and the specific requirements of each product. We willalsoascertainwhichresourcesarerequiredto deliver the project to ensure we canprovidetherightskillsets.Freshworksisal
<br />soresponsiblefor takingtheminutesoftheseworkshops,whichwillbesharedwiththeclientviacloudtechnology. Onboarding:Agile-influencedMethodology We use an Agile-aligned methodology for delivery,
<br /> which also takes in some best practices for project management from thewaterfalldeliverymodel.Thisapproachhelpsusmanagerisksand deliver on time and budget. Additionally, for any software
<br /> development required in terms of custom app development or 3rd party integrations, we use the Agile-influenced methodology for the onboarding process. We deliver thescopeoftheprojectintwo-weeksprintc
<br />ycles.Atentative sprint outline is prepared to help gauge thetimeline(andthetotalnumberofsprints)tocomplete the onboarding effort. This methodology allows us to focus on the features
<br /> and requirements most critical to the business and deliver a working and thoroughly tested Freshworks solution. Eachtwo-weeksprintisstructuredasfollows: ©FreshworksInc.2024.Allrightsreserved
<br /> Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 30 Initiate This phase aims to
<br /> set a strong foundation for a successful and no-riskgo-live.Majoroutcomes from this phase are gathering all requirements, defining scope and objectives, outlining key ©FreshworksInc.2024.Allrightsres
<br />erved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 31 project activities and
<br /> roles and responsibilities, and training your system administrators and productchampionsontheconfigurationprocess. Kick-Off Call: Align customer and Freshworks’ teams to define project
<br /> objectives, scope, expectations, and requirements for how your support team will utilize the product. (Primary Ownership:Joint) Requirements and Scoping Workshop: Remote workshop to
<br /> review business processes, use cases,integrationrequirements,andmigrationneeds.(PrimaryOwnership:Joint) Project Plan: A detailed project plan typically includes tasks, owners,timelinesandmilestones.
<br />It will also cover system configuration and infrastructure setup (e.g., mailbox, firewall, single sign-on). Weekly meetings to keep the onboarding on track by sharing status updates and
<br /> addressinganyissuesorprojectrisks/blockers.(PrimaryOwnership:Freshworks) System Administrator Training:Administratortrainingforsystemadminandproductchampions. Theadmintrainingwillcovertheconfiguratio
<br />nandmaintenanceofthesystemandwillequipyour teamwiththeknowledgetomaximizethesolution'spotential.(PrimaryOwnership:Freshworks) Configure Freshservice is easy to configure, set up, learn
<br /> and maintain. Wewillfollowahands-onapproach to configuration and help you configure the required workflows basedonourbestpracticesfrom thousands of successful implementations. We willassisttherightsubj
<br />ectmatterexpertsonyour side in learning the product while continuing to consult and advise you with configurations. We will organize joint configuration sessions (onsite)toensurealignmentbetweenourbest
<br />practices and your functional/technical requirements. Our Product Specialist will work with your management and adminteamtostrategizehowtheidentifiedrequirementscanbeenabledusing theproductfunctionali
<br />ty,forexample: ● Dividingtheagentsintoadequategroups ● Designing the ticket/case form(s) to gather useful information while keeping the user experiencesimple ● Bringingcleanandusefuluserdataintotheac
<br />counttoimproveagentproductivity ● Creating automation to get therightcasestotherightagentsandreducethemanualeffortof case resolution Data Migration: Freshworks can support the County
<br /> migration from your existing platform to Freshservice. The platform can facilitate the migration of cases, notes, solution articles, agents, groups,andmore.Youcanhaveaglimpseatthemigrationplanpropos
<br />edbyFreshworksbelow. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybot
<br />hparties. 32 Configuration: Joint configuration sessions to ensure alignment between best practice and functional/technical requirements Weekly defined sprints between Freshworks onboarding
<br /> specialistandcustomersystemadministrator(PrimaryOwnership:Joint) Integration Development: Freshworks will work with you to define the scope of integration and evaluate additional costs
<br /> involved as applicable. Where custom integrations are required (which are not part of our app marketplace), Freshworks will introduce a system integrator from our partner network to
<br /> help develop and test. We will assist you with setting up and integrating Freshworks Marketplace apps with your instance. The marketplace offers a wide selection of appsthatcanbeconfiguredinamatterof
<br />minutes. Portal Customization for Freshservice: Our products come with an out-of-the-box portal that provides all the necessary fields for your users to submit requests directly instead
<br /> of email,chat or calls. It can be customized further to your specific branding and usage behavior. This can be accomplishedviaournetworkofpartnersandwillbechargedseparately. Custom Apps
<br /> and Integration: In case of unavailability of a Marketplace app, we typically either our in-house development teams or one of our trustedSystemIntegrator(SI)partnerstodevelop the app
<br /> or integration. Our methodology treats third-party apps or integrations as a separate workstream, and it will be pricedseparatelybetweenyou,theSI,andFreshworks.Followingisthe approachweadoptforcusto
<br />mappsandintegrations. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybo
<br />thparties. 33 Train During the implementation, Freshworks will conduct demosoftheconfigurationstodemonstrate implemented functionality. These demos serve as avehicletoensureFreshworksisdeliveredper
<br /> requirements and correct the implementation where requirements are unmet. Once the configuration of the Freshworks product is complete, User Acceptance Testing (UAT) will be performed.
<br /> Project plans are shared withthecustomerand/orthecustomer'sprojectmanagerto share and agree on the project's status, including the testing phase. After assessing the training needs
<br /> of the County, The Freshworks implementation team will develop a training plan. Freshworks believes training is a key factor in increasing the tool's adoption. Training will be customized
<br /> based on the County’sportal(post-productimplementation).Allsupportingmaterials andtrainingresourceswillbeavailableinthepackage. Apart from the in-product first-time experience suggestions
<br /> like setting up the support channels and navigating within the tool,wehaveabundanttrainingresourcesavailableonlinetoensureour customers get the help needed throughout their journey
<br /> with Freshworks, right from setting up the tool to being able to excel in managing the tool. Freshworks Academy has training materials for all types of stakeholders using the tool (Agents
<br /> and Admins). Our customers can also use additional support like video tutorials and Knowledge-based solution articles to get the required solution. We also have an activecommunityforumtoenableourcus
<br />tomerstointeractwithother customers and our product team on any feature request, Ideas, or Issues that our product team reviews and provides updates/solutions. Freshworks will confirm
<br /> the go-live readiness and do a projectwrap-uphand-offwiththerelevantstakeholdersonyourside. Hypercare Once the projectgoeslive,theengagementmanagerandonboardingspecialistwillworkwithyou
<br /> on platform adoption maximization, configuration optimization, and product support. We’ll also share a satisfactory survey with your team to gather your feedback on the implementation
<br /> process. The project's assigned Customer Success Manager (CSM) will be involved with the project during the hypercare phase. A handoverintermsofprocessandconfigurationknowledge transfer
<br /> will be done. The two weeks of hypercare will involve the implementation team and the CSM in a warm transfer. After the hypercare period, the CSM will remain the single point of contact.
<br /> We will also identify a Technical Account Manager for product go-to and have our 24*7 support team available for any day-to-day transactional questions via email and 24*5 support teamonchatandphone.
<br /> ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties.
<br /> 34 CustomerSuccess Value Realization - lead by Customer Success: At Freshworks, we understand that your business's evolving needs require us to continuously provide the right level
<br /> of support and ongoing stakeholder alignment. The Customer Success team at Freshworks is your guide to navigating the post-sale journey with you. Our team of Customer Success Managers
<br /> (CSMs) clearly focuses on ensuring our customers successfully deliver their business outcomes from their investment. By using proven methodologies to supportthejointdevelopmentandexecution
<br /> of a Success Plan, your CSM ensures the Customer Success Plan provides the foundation, visibility, and tracking of identified Key Performance Indicators (KPIs). Your customer success
<br /> planwillmapyourbusinessbenefitstothesoftwareinvestmentyou’vemade. Your CSM will ensure access to the Freshworks ecosystem – senior management product management, product roadmaps, engineering
<br /> access, and support from the business units, as required. CSMs at Freshworks want to help simplify the complexity of your world, build on the implementation, drive softwareadoptionandlookforbusiness
<br />benefitsalignedwithyourstrategy to exploit the full capability of your investment and measure KPIs that align withidentifiedvalue. To ensure you succeed in realizing value from your investment,
<br /> we work with you to drive transformation across your business, delivering ROI reporting andensuringthatyoursatisfaction with Freshworks improves (as measured by NPS). We use our proven
<br /> tool kit, which introduces access to industry best practices, tracking the adoption of your software and linking to specific KPIs. Your CSM resources are seasoned industry leaders with
<br /> expertise in IT and customer service portfolios. We operate as a value champion for your business, ensuring customer advocacy into Freshworks. We do this by providing a senior trusted
<br /> advisor as a single point of contact, incentivized by your success, with access to the Freshworks ecosystem to drive the joint development of the success plan and governance. Our CSMs
<br /> are experienced people: experienced in Freshworks but also in the wider business world. Our role is not to sell you software – we are not a technical resource – our role is to understand
<br /> and value the challenges andworkwithyoutodocasestiedtobusinessbenefit,mappedtoameasurablevalue. We understand that our customers invest in our products and services because youwanttouse
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