Dangote Group picks Freshworks solution to enhance customer response time

Nigeria’s Dangote Group has deployed Freshservice by Freshworks, the firm’s cloud-based service desk software that helps modernize the IT teams along with other business functions. Integration of Freshservice offers a host of Information Technology Infrastructure Library or ITIL-aligned features, workflow automation, and powerful analytics, all accessible through a clean and intuitive interface.

The Dangote Group is a major provider of essential products in Sub-Saharan Africa including cement manufacturing, sugar milling, sugar refining, flour milling, operation of cement terminals, port operations, packaging material production, and salt refining.

The integration with Freshservice allows Dangote Group’s over 150 IT support agents to streamline workflow management for over 10,000 employees across its 19 subsidiaries, enabling them to seamlessly work across geographies. The integration is supported by AI-powered self-service, an employee-facing mobile app that resolves IT issues swiftly with immediate ticketing of incidents and requests whenever and wherever they occur..

Freshservice supports Dangote Group’s IT teams in various ways. These include providing improved operational efficiencies and effectiveness as well as streamline compliance; increased insights into how service management team are working, map their productivity and effectiveness, thereby enabling IT support managers to identify areas to focus to improve employee on-boarding and service resolution; and added contextual support as IT service agents can then start a remote session to troubleshoot an end-user or customer problem from within Freshservice, where the agent has context about the issue across group companies.

Previously, Dangote Group’s traditional ITSM setup relied heavily on disparate technologies and processes. After implementing Freshservice, immediate gains were achieved: average response time reduced from 7.5 minutes in 2017 to 5.4 minutes in 2018, a 38% improvement in the average response time; 32.4% increase in known tickets requests from 2018 from 2017​; and percentage of tickets resolved on first contact also nearly doubled, increasing from 9% of total tickets logged in 2017 to 16% in 2018

Prasanna K Burri, Group CIO at Dangote Group, said: “Rather than simply finding replacement system to our on-premise solution, we wanted to transform the way our IT teams work, with Freshservice we knew we had an opportunity to undergo a complete transformation of our IT service management, to add more value to our business by improving productivity at all levels”

“With the changing business needs of diversified conglomerates, there is an urgent need for agile software that can effectively manage complex business requirements at scale. With Freshservice, we are able to bring operational efficiency and service reliability to transform the way teams work across 19 subsidiaries of the Dangote Group” said Saurabh Prabhuzantye, Head of Business for Middle East and Africa, Freshworks.

Freshworks provides customer engagement software to businesses of all sizes, making it easy for customer support, sales and marketing professionals to communicate more effectively with customers and deliver moments of wow. Freshworks offers a full suite of SaaS (Software as a Service) products that create compelling customer experiences and lets businesses share a 360-degree view of relevant customer information internally.

Founded in October 2010, Freshworks is backed by Accel, Tiger Global Management, CapitalG, and Sequoia Capital India. With a team of over 2,000, the firm is headquartered in San Mateo, California, with global offices in India, UK, Australia, and Germany. The company’s cloud-based suite is used by over 150,000 organisations globally including the NHS, Honda, Rightmove, Hugo Boss, Citizens Advice, Toshiba and Cisco.


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