Customer Service Automation · Data Lake / Data Warehouse Modernization · Real-time Analytics
Saddled by a legacy Hadoop infrastructure built on Cloudera and an assortment of data tools, the company quickly realized it needed to modernize its infrastructure, which would help it use machine learning to introduce new ways to boost help desk productivity and customer satisfaction.
Reported impact
Freshworks achieved measurable business impact on Databricks, including 500+ TB And 40+ data sources and tools migrated, across 750+ users; 75% Reduction in data platform maintenance costs; 4x Faster predictions for triaging help desk tickets.
Whether you’re in customer service, sales or marketing, your end goal is the same: delight your customers with outstanding products and service. Freshworks makes this possible with a wide range of CRM and customer experience solutions. As its customer base continued to grow, so did the pressures to improve the performance of its customer support organization. Saddled by a legacy Hadoop infrastructure built on Cloudera and an assortment of data tools, the company quickly realized it needed to modernize its infrastructure, which would help it use machine learning to introduce new ways to boost help desk productivity and customer satisfaction. After migrating to the Databricks Data + AI Platform, it was able to predictively triage help desk tickets in an automated manner, greatly increasing ticket resolution speeds, which directly impacts customer satisfaction.
Operational, customer, and transactional data lands in Databricks and is transformed into curated datasets stored in Delta Lake before being served through Databricks SQL
4x Faster predictions for triaging help desk tickets
500+ TB And 40+ data sources and tools migrated, across 750+ users
75% Reduction in data platform maintenance costs
Whether you’re in customer service, sales or marketing, your end goal is the same: delight your customers with outstanding products and service.
With 500+ TB of data and 40+ data sources and tools across multiple clouds to move, Freshworks knew the migration wasn’t going to be easy, but the whole process was achieved within seven months.
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Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
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Freshworks had 4,500 employees as of December 31, 2025.
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