Freshworks Specialist — ITSM · CX · ESM · Agentic AI
TurnYourFreshworksInvestmentintoCompetitiveAdvantage
Your IT team spends 70% of its time on repetitive requests. Your tools are there but underutilized. We deploy platform expertise and results-driven delivery to unlock efficiency your organization didn’t know it had.
Trusted by
Freshworks is easy to buy. Hard to optimize.
Thomas: “We pay a lot for a tool at 30%”
Low adoption, empty CMDB, broken SLAs. Freshservice is deployed but underutilized. The board wants ROI — and you don’t have the numbers. Every month of inaction costs credibility.
Mathieu: “Agentic AI isn’t a switch you flip”
Freddy AI has impressive capabilities, but achieving 60-80% deflection requires a knowledge strategy, workflow design, and continuous measurement. Technology without methodology produces no results.
CIO: “The last migration failed”
12+ years of accumulated customization on ServiceNow. Migrating to Freshworks without losing history or disrupting production — every successful migration saves €500K+, but the risk paralyzes the decision.
Nadia: “Onboarding still runs on email”
HR, legal, facilities — everything runs on shared files and emails. 75% of companies underutilize ESM. The potential to extend beyond IT is massive — and untapped.
Trusted by
client satisfaction
to deploy
average CSAT lift
ITSM & CX projects delivered
3 steps, zero surprises
Diagnose
Free audit of your IT services and customer support: tools, processes, channels, integrations. We find the quick wins and the real blockers.
- ITSM & CX support mapping
- Flow and channel analysis
- Prioritized recommendations
Deploy
Custom Freshservice and/or Freshdesk configuration. SI integrations, data migration, omnichannel setup. Go-live in 4 weeks.
- EntraID, M365, CRM integrations
- Self-service portal & chat widget
- Hands-on training
Steer
Freddy AI automations, structured CMDB, CSAT/SLA/NPS dashboards. Your performance improves every month.
- Freddy AI Agent & Copilot
- KPIs: CSAT, NPS, SLA, FCR
- Continuous optimization
Your ecosystem, we know it
Freshworks natively integrates with 1,000+ applications. We connect EntraID, M365, Salesforce, HubSpot, and your business tools for a coherent IT landscape and seamless customer experience — no custom development required.
Identity & Endpoints
- EntraID
- Intune
- Active Directory
- Azure Cloud
Collaboration & CX
- Microsoft 365
- Google Workspace
- Slack
- WhatsApp Business
Dev & Ops
- Jira
- GitHub
- GitLab
- Terraform
ERP, CRM & ITAM
- SAP
- Sage
- Salesforce
- Device42
We start with the topics others avoid
Transformation, multi-product architecture, complex SI migration, AI governance — then implementation, optimization and managed services. Radical expertise, not a generalist catalog.
CX & ESM Transformation
CX/ESM transformation strategy, multi-product architecture Freshdesk + Freshservice + Freshchat, governance and change management.
- Multi-entity and multi-brand architecture
- Governance and change management
- ESM strategy beyond IT
- Documented ROI for the C-suite
Strategic Migration
Complete migration from ServiceNow, Zendesk or JSM to Freshworks. Inventory, business rules translation, CMDB migration, change management.
- Exhaustive inventory and migration plan
- Business rules and workflow translation
- CMDB and history migration
- Go-live without service disruption
Freddy AI Mastery
Deploy Freddy AI Agent, AI Copilot and Agent Studio. 60-80% L1 ticket deflection. Self-service strategy and AI governance.
- Freddy AI Agent Studio deployment
- Optimized knowledge base
- 60-80% L1 ticket deflection
- Governance and continuous measurement
Freshservice Implementation
Complete ITIL 4-aligned deployment. Self-service portal, automated workflows, CMDB, SI integrations. 3 tiers: QuickStart, Professional, Enterprise.
- Self-service portal and catalog
- ITIL 4 automated workflows
- CMDB and asset discovery
- SI integrations (AD, Azure, M365)
Freshdesk Implementation
Omnichannel suite: email, chat, phone, WhatsApp. Freshdesk Command Center, Omniroute, bilingual knowledge base.
- Unified omnichannel (email, chat, phone, WhatsApp)
- Intelligent Omniroute routing
- Bilingual knowledge base (FR + EN)
- SLA and CSAT reporting
ESM Expansion Sprints
Extend Freshservice beyond IT in 4-6 week sprints. HR, Finance, Legal, Facilities.
- 4-6 week sprint per department
- Dedicated portals for HR, Finance, Legal
- Automated onboarding workflows
- Replicable across all departments
Audit & Optimization
360° diagnostic, prioritized roadmap, estimated ROI. CMDB/ITAM, CSAT, SLA, DORA compliance.
- 360° platform diagnostic
- Prioritized 12-month roadmap
- Quantified ROI estimation
- Quick wins implementable immediately
Managed Excellence Service
Monthly subscription: continuous optimization, monitoring, priority support, monthly value reports.
- Continuous platform optimization
- Proactive monitoring and alerts
- Priority support and dedicated expertise
- Monthly value reports for C-suite
Results, not promises
Challenge
Freshservice deployed without support. 30% adoption, empty CMDB, no automation. IT leadership couldn’t justify the investment.
Solution
Full audit, CMDB/ITAM restructuring, workflow redesign, EntraID + Intune integration, targeted training.
adoption in 6 weeks
manual tickets
user satisfaction
Challenge
Customer support split across email, chat and phone. 14-hour first response time, CSAT at 62%, no knowledge base. Customers were leaving for competitors.
Solution
Omnichannel Freshdesk deployment, bilingual knowledge base, Freddy AI chatbot, automated SLAs, Shopify + Salesforce integration.
CSAT in 8 weeks
response time
L1 ticket volume
“Eric structured our CMDB, automated our workflows and trained our teams. In 4 weeks, adoption went from 30 to 85%.”
“Our CSAT went from 62 to 91% in two months. Freddy’s chatbot handles over half of L1 tickets. We finally have full visibility on our support.”
Two platforms, one partner
Freshservice
ITSM · ESM · ITAM
IT and business service management. Incidents, requests, changes, CMDB, ITAM, self-service portal. The backbone of your internal IT.
Freshdesk
Omnichannel customer support
Email, chat, phone, WhatsApp, social media in a single agent view. Knowledge base, SLA, CSAT, automations. Your CX, structured.
Freddy AI
AI for ITSM & CX
Multilingual virtual agent, smart suggestions, predictive analytics. 65% deflection on L1 tickets, IT-side and customer-side.
One point of contact, not a firm
Eric Sibomana
15 years of professional experience including 5 in consulting, 40+ transformation projects delivered. I support executive and operational leadership through complex transformations: strategic diagnostics, process redesign, change management, and program steering. Active reference: IT services transformation at Bonduelle Group (€2B revenue, 39 sites, 100 countries). Every engagement delivers measurable results in 4 weeks.
What our prospects ask us
What does a Freshworks consultant do?
How much does a Freshservice implementation cost?
How to migrate from ServiceNow to Freshservice?
How long does a Freshdesk deployment take?
Freshservice vs ServiceNow: what are the differences?
How to improve ITSM tool adoption?
30 minutes to find your quick wins
A free diagnostic of your ITSM or customer support. We find what’s blocking and what we can unlock in 4 weeks.