Freshworks Inc. announces that Porsche eBike Performance, a Porsche subsidiary dedicated to developing pioneering electric drive systems for e-bikes, has streamlined its IT operations with Freshworks’ AI powered business software, Freshservice™ and Freddy Copilot capabilities to further improve agent productivity.
Launched in 2022, Porsche eBike Performance aims to make a significant impact in the e-bike sector with its innovative solutions. The company faced the challenge of rapidly scaling IT service delivery to support its global release of new products by mid-decade. The IT team turned to Freshworks to standardize processes and provide better support for the fast-growing company of over 300 employees.
Porsche eBike Performance adopted Freshservice for IT, streamlining service requests, and expediting IT service delivery. The platform’s centralized service portal, orchestration apps, and integrations, including Microsoft Teams Servicebot, have optimized IT operations. By tapping into Freshservice’s powerful automations and built-in AI features, Porsche eBike Performance implemented IT workflows that help employees work more efficiently.
After implementing Freshservice, the team experimented with virtual agents and chatbots – quickly realizing real returns on their investment. Freshservice’s generative AI-powered virtual agent — in conjunction with the Microsoft Teams Servicebot — provides employees with 24/7 support and shortens resolution times within Teams. Porsche eBike Performance also added Freshworks’ latest Freddy AI capabilities, including the “always-on” collaborator, and generative AI Freddy Copilot assistant, to further improve agent productivity. Using the Solution Article Generator, the IT team can auto-generate solution articles from public sources and existing tickets to deflect common issues.
“Freshservice’s AI capabilities are the backbone of our IT operations,” said Alexander Wünsch, Chief Financial Officer at Porsche eBike Performance. “With features like conversational support and the solution article generator, we are now able to deliver intelligent and user-centric IT support. Freshservice is simple and easy to understand, even for those without deep technical knowledge or rigorous IT training.”
While the IT team maintains the knowledge base in English, it also supports employees who speak Croatian or German. With Freshservice’s multilingual knowledge base, users have immediate, self-service access to helpful articles in their preferred language, saving time and improving experience.
SOURCE: GlobeNewswire