NewsNews&Topics(2021)

Daiwabo Information System Co., Ltd.
Freshworks Inc.

Daiwabo Information System Co., Ltd. (Head Office: Kita-ku, Osaka, President: Hiroyuki Matsumoto, hereafter referred to as DIS) has concluded a distributorship agreement with Freshworks Inc. (Head Office: San Mateo, State of California, U.S.A., hereafter referred to as Freshworks) and begun collaboration to market the Freshworks’ customer and employee engagement software suite (comprising Freshdesk, Freshservice, Freshsales, Freshmarketer, and Freshteam) in Japan. All five software products have powerful functions to enhance the satisfaction of customers and employees.

To continuously provide ideal customer experiences, companies need to collaborate with various people and channels concerned, support efforts to understand customers’ problems, and handle these problems properly. Support based on organizational collaboration is crucial to achieving this end. In this respect, the companies must provide prompt information to people concerned, establish active cooperation among employees to respond to customer needs, and have the means to keep relevant information precise and up-to-date. In addition, they need a tool that works with existing tools, to ensure effective utilization of existing information assets.

By compatibilizing existing services with services provided by Freshworks, users can support existing customers, and help new customers with their onboarding to renew services effectively. In addition, Freshworks provides customers with abundant access to API, and allows them to make it work with products and services they are currently using. At the same time, a wide range of functions, such as IT service management, IT operation management, and IT asset management, enhance the operational efficiency and satisfaction of employees.

Digitized customer management often begins with a small-scale team or on a pilot-plant scale, and subsequently receives support from various manual operations. Freshworks products are all offered as cloud services, and most of their functions are designed for small-, medium-, and large-scale utilization. Moreover, as they are equipped with an automatic function that enables efficient expansion of the utilization scale, it is possible to incorporate them at any level of utilization or company size.

The interrelationships among companies, customers, and employees have changed dramatically as a result of the COVID-19 pandemic; and with the rapid advances in digitalization in the market, the services provided by Freshworks enable the construction and enhancement of optimal digital channels. Creating ideal customer experiences can increase the pleasure and satisfaction of customers and employees alike, which in turn enables customers to obtain greater value from the products and services they receive, further increasing their satisfaction.

DIS offers Freshworks solutions to users across the country, through its roughly 19,000 dealers and the community-based sales activities of its network of roughly 90 sales bases covering every corner of the country. In promoting these activities, DIS supports companies’ digitalization and business reform, and contributes to Japan’s digital transformation. 

DIS will exhibit Freshworks products and hold related seminars in DIS WORLD Digital Days 2021 Vol. 2, the integrated on-line exhibition organized by DIS, for four days starting on November 22, 2021. Everyone interested in this on-line exhibition is cordially welcome. 
URL : https://www.dis-world.com/d_days2021/ (This website is written in Japanese.)

Herve Danzelaud, Vice President for Global Channels, Alliances, Marketplace & Startups of Freshworks, stated, “Freshworks products, designed for business software users, are useful for improving employees’ experiences, resulting in greater customer satisfaction. Our partnership with Daiwabo Information System is of great use in enabling Japanese companies to digitally manage customer expectations and create pleasant experiences by utilizing Freshworks’ product line for enhanced customer and employee engagement.”

Hiroyuki Matsumoto, President of Daiwabo Information System, stated, “The work style of Japanese companies has changed dramatically as a result of the COVID-19 pandemic, and there is now an urgent need to streamline and enhance the digital workplace, to support this new work style. In the current environment, the relationships between companies and their customers are subject to rapid digitalization, and we believe that Freshworks’ flexible and effective solutions will enhance these relationships and significantly the satisfaction of all parties concerned, as a modern customer engagement platform.”