Roopesh Balakrishna

Roopesh Balakrishna leads the Thought Leadership division under Marketing at Freshdesk. He's dabbled in Advertising, Marketing, and Sales in his professional career and works with entrepreneurs to hone their skills in these areas. As an avid automobile enthusiast, he believes learning and exploring the world astride motorcycles add more flavor and fulfillment in life.

Roopesh Balakrishna

Managing SLA and Customer Expectation – Part I

Managing SLA and Customer Expectation – Part...

ITIL defines service-level agreement (SLA) as an official commitment that prevails between a service...
Employee experience is the next big differentiator

Employee experience is the next big differentiator

This article was originally published in LinkedIn Pulse. The industrial revolution was perhaps the m...
The State of the Service Desk: A Refreshing Customer Perspective to ITSM

The State of the Service Desk: A Refreshing Custom...

When we first dabbled with the concept of a customer-centric report, some of the questions that kept...