Aravo Solutions
Case Studies
Transforming Customer Support with IoT: A Freshworks Case Study
Overview
Transforming Customer Support with IoT: A Freshworks Case StudyAravo Solutions |
Analytics & Modeling - Machine Learning Platform as a Service (PaaS) - Application Development Platforms | |
Education Equipment & Machinery | |
Maintenance Sales & Marketing | |
Construction Management Predictive Maintenance | |
Data Science Services Training | |
Operational Impact
The migration to the Databricks Lakehouse brought significant operational benefits to Freshworks. The simplified approach of the lakehouse architecture reduced overall platform maintenance costs by 75%, freeing up resources for other tasks. The data teams saw a boost in productivity of over 60% due to less time spent on IT/DevOps and efficiency features like collaborative notebooks and support for multiple programming languages. The data processing speeds were 4–5x faster, resulting in efficiency gains within the data science team, as they were able to train their ML models 4x faster. This led to better predictive insights for the customer support team when triaging help desk tickets, resulting in higher customer satisfaction. With a modern and unified data lakehouse platform in place, Freshworks can now explore additional ways other products and teams can extract value from its data for operational analytics and AI, enhancing the customer experience. | |
Quantitative Benefit
75% reduction in data platform maintenance costs | |
60% boost in productivity of data teams | |
4-5x faster data processing speeds | |