New Milestone for Freshworks

“Winning doesn’t always mean being first. Winning means you’re doing better than you’ve ever done before” – Bonnie Blair, five-time Olympic gold medalist.

By that definition, Freshworks is a clear winner. Recording a personal best, Freshworks has been positioned on the Challengers quadrant in the 2021 Gartner Magic Quadrant for ITSM Tools. We are thrilled that we are the only ‘Challenger’ listed this year.

Freshservice, our IT Service Management solution, provides an intelligent, right-sized service management solution for businesses of all sizes. We take a fresh approach to building and delivering modern employee experiences and unified service management—empowering businesses to achieve efficiency, fast time-to-value, and improved employee satisfaction and productivity. The recent Gartner Magic Quadrant affirms our product philosophy of crafting solutions that provide quick returns, rapid time to implementation, and consumer-grade usability. Here’s a quick look at our journey so far.

Staying in the game

From defining our own victories – bringing innovations in employee experiences and reimagining the world of work for businesses of all sizes across the globe – our efforts have kept us going ‘faster, stronger, higher- together.’ We’ve embodied the spirit of the Olympic motto Citius, Altius, Fortius – Communiter far more closely than we imagined. Within a decade, we’ve surpassed industry benchmarks, garnered analyst and customer accolades, and firmly positioned ourselves as a force to reckon with in the ITSM vendor space.

Picking up the pace

Speed has been a critical aspect of our success. Gartner has rated Freshworks as the fastest-growing vendor by revenue percentage growth, both for our ITSM product and as a company overall. This is the second time in a row that we’ve ranked #1 on ‘percentage of year-over-year growth.’ Over the years we’ve also expanded our range of products and forayed into multiple markets, growing exponentially from a six-member team to a SaaS unicorn and now, an agile, empowered team operating across geographies. This rapid yet steady growth is a result of staying true to our brand promise and delivering products that make it easy for businesses to delight their customers and employees.

Rising up the ranks

We’ve not just moved fast, we’ve also scaled greater heights. In 2019, Freshworks made its debut on the Gartner Magic Quadrant for ITSM Tools as a ‘Niche’ player. In two years we’ve moved up the quadrant and landed the Challenger spot. As the only vendor listed in this category, we are recognized for our ability to execute and dominate a large market segment. Rising up the ranks is an honor and illustrates our ability to help IT teams leverage a right-sized ITSM solution to enhance their digital operations and deliver exceptional employee experience.

Going from strength to strength

Our product footprint has grown stronger from bringing new products to market, enhancing existing ones, and making strategic acquisitions. Launched in 2014 as a basic IT service management (ITSM) solution, Freshservice has progressed to servicing intermediate and high maturity customers in less than a decade.

Our product offering now includes IT operations management (ITOM), AI-enabled ITSM, and new orchestration and cloud management capabilities to augment and create contextual and intelligent experiences. According to the Freshservice Service Management Benchmark Report (FBR2021), we’ve noticed, when organizations actively adopt AI and automation, they see a significant improvement across all service desk metrics. We’ve introduced advanced project management for IT and business projects, enabling a unified platform for ITSM and Project Portfolio Management to deliver business value.

As we continue to evolve and solve for enterprise-grade, high maturity use cases, our offerings will not just be specific to IT but also extend across all business functions to deliver employee delight through unified service management.

Better together

‘If you want to go fast go alone, if you want to go far go together ‘ says an old African proverb.

We want to go far and fast. And we take our customers with us. Freshworks has dedicated teams operating from 13 global locations to serve 50,000+ customers. Our customer focus goes beyond the fortune 500 to serve any business that wants to delight its customers and employees – simply and intuitively.

With Freshservice, we’ve established a strong mind share among midsize organizations and we are increasing visibility among enterprise customers. Working together with our customers, we’ve empowered businesses to achieve efficiency and improve employee satisfaction and productivity while reducing costs. A Forrester Total Economic Impact study demonstrates how Freshservice customers enjoy an ROI of 308%.

Looking beyond the finish line

The last 18 months have proved that technology is indeed the backbone of the world. The pandemic brought an incredible shift in how we use technology – it allowed us to recreate a new world from the safety of our homes. We know the next decade of business growth will be defined by the digital investments made today, and our customers look to us to take them on their transformation journey

We take a fresh approach to how businesses discover, engage, and realize value from their IT investments. We continue to craft IT solutions that meet business needs with intelligent responses, problems with intuitive solutions, and hurdles with delight.

For more insights on the Gartner Magic Quadrant for IT Service Management Tools, click here.

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