• Email as a tool
  • Lack of insights
  • Inability to track problems
  • Lack of accountability
  • Reliability
  • No insight into CSAT
  • Scheduler
  • Change management

About Chargebee

Chargebee is a PCI Level 1 certified recurring billing platform for subscription based SaaS and eCommerce businesses. Chargebee integrates with the leading payment gateways around the world to let you automate payment collection, invoicing, email notifications and customer management. With power packed integrations such as MailChimp, ShipStation, Salesforce and Shopify, Chargebee takes the pain out of subscription billing.


Chargebee needed to manage its DevOps environment, and globally improve its operations and service delivery experience to be PCI compliant. Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management.

Solution we provided

One of the deciding factors in favour of Freshservice was its integration with AWS, around which Chargebee had built its services. This enables it to keep up with the standards of PCI compliance. Since the implementation of Freshservice, Chargebee has built its processes from scratch with the solution – right from welcoming a new employee aboard with everything they need to get started to setting up incident, change, and release management processes. The ability to record changes, automate processes, transact seamlessly and put in place a proper approval system have also greatly enriched Chargebee’s way of work

“Freshservice has ensured that our operational data is available to us at any point of time. It has saved us a lot of man-hours.”

Rajaraman Santhanam

Co-founder and CTO



Prior to Freshservice, Chargebee was constantly on “firefighting mode.” They now have a proper process in place that everyone diligently follows, and it helps them follow and keep track of everything happening around. The team described their favorite features that have made their work easier, and much more efficient:

The Scheduler: Congruent with PCI compliance, Chargebee needs to conduct regular scans of its database entries and update its particulars. Freshservice’s scheduler feature ensures they stay on schedule by letting them automatically manage updates instead of manually doing it – saving them time and resources.

Change Management: It helped Chargebee become better; more organized and efficient. According to Rajaraman Santhanam, co-founder and CTO of Chargebee, change management forced them into following processes by having a proper system in place while making changes in the production.