Freshworks - Solving Cloud Software Problems

Purbalee Dutta Purbalee Dutta
Sep 1, 2021 11 min read
Freshworks - Solving Cloud Software Problems

Company Profile is an initiative by StartupTalky to publish verified information on different startups and organizations. The content in this post has been approved by Freshworks.

Let's be honest about the fact that the majority of employees despise the application software they use at work. Business software is cumbersome, costly, difficult to implement, and challenging to use. Many days are spent attempting to tailor these approaches, and getting it to work also necessitates the use of costly consulting services. Finally, the solution becomes so complicated that companies must recruit full-time staff to oversee the application.

Freshworks agrees that every company needs better technology that is ready to use, simple to build and then use, and requires very little configuration. All of the company's products deliver on this pledge and are backed by world-class customer service. And the best thing is that getting them to work doesn't have to be expensive.

Know more about Freshworks' success story further in this StartupTalky article.

Freshworks - Company Highlights

Startup Name Freshworks
Former Name Freshdesk
Headquarters San Mateo, California, United States
Industry Information Services, Software, Saas
Founder Girish Mathrubootham, Shan Krishnasamy, Vijay Shankar
Founded October 2010
Current CEO Girish Mathrubootham

About Freshworks and How it Works?
Freshworks - Target Market Audience
Freshworks - Startup Story
Freshworks - Founders And Team
Freshworks - Name, Logo and Tagline
Freshworks - Vision and Mission
Freshworks - Business Model
Freshworks - Revenue and Growth
Freshworks - Funding And Investors
Freshworks - Investments
Freshworks - Acquisitions
Freshworks - Awards and Recognition
Freshworks - Competitors
Freshworks - Challenges Faced
Freshworks - Future Plans
Freshworks - FAQs

About Freshworks and How it Works?

Freshworks is a company that creates a customer service management platform that helps businesses improve the market experience. The company's services facilitate connectivity and enable teams to interact and engage customers and subordinates in order to tackle technological concerns via a set of tools, allowing businesses to connect with employers and fix business-related hardships easily and quickly. It provides businesses of all sizes with innovative SaaS customer engagement solutions.

Freshworks is a software-as-a-service provider of user experience applications for businesses of all sizes. Freshdesk, Freshworks, Freshservice, Freshteam, Freshchat, Freshcaller, and other items are among the company's offerings.

Freshworks, based in San Mateo, California, is part of the Business Intelligence Software Industry. The company has 5000+ employees working in all of its sites and has already witnessed an Annual recurring revenue of more than $300 million on the month of February 2021.

Freshworks - Target Market Audience

Google's measures and recommendations have been critical in identifying and promoting the budget management and company's development.

β€œGoogle tools are the most sophisticated for measuring a channel’s effectiveness. We are well-armoured when having to talk about the return on investment of Google products,” Ramesh Ravishankar, Marketing Director of Freshworks.

Freshworks will continue to acquire new customers and catalyze global brand awareness using a variety of Google resources. Freshworks expects to use Google Translation Services to expand globally as its product range grows.

Freshworks - Startup Story

The founder of the company was an employee of Zoho Corporation. While he was reading an article on Hacker News he found the prices rising to 300% and how the Zendesk users were unhappy about it. He found a comment, where it was written that there's a big opening in the market for someone to come in and take all the Zendesk customers. It was a slap on his face. He knew that opportunity was sitting right in front of him and also he had knowledge about the transition taking place. Then, he thought he should do something in the customer support market delivered as SaaS. The next few weeks turned out to be stressful. He was very excited about his new idea but didn't expose the fact. He spoke to his friend about the matter and he immediately agreed. They both resigned from Zoho and Freshworks came into existence with a team of six people.

Freshworks - Founders And Team

The founders of Freshworks are Girish Mathrubootham and Shan Krishnasamy.

Girish Mathrubootham is the founder and the CEO of Freshworks. Previously, he used to work at Zoho Corporation as a Vice President and Director of Product Management. Besides, Girish also worked as a Product Manager at AdventNet Inc. for a time period of 4 years and 2 months.

Shan Krishnasamy is also the Founder and CTO of the company Freshworks. He too used to work at Zoho Corporation as a technical architect. Shan pursued his Bachelor's degree from TPGIT.

Vijay Shankar is the Co-founder and Director of Solutions Engineering at Freshworks. He is the principal solutions consultant of the company. Vijay had worked for the company right from the initial stages and is experienced in building multiple high-performance support teams from scratch. Vijay has started his career as a Tech Support Engineer at HCL, who then went on to work for Zoho Corporation as a Pre Sales Technical Consultant. Then he went for Millicent Technologies and finally founded Freshworks along with the other 2 founders.

Girish Mathrubootham and Shan Krishnasamy (left to right), Founders, Freshworks

A majority of the employees despise the application software they use at work. Business software is cumbersome, costly, difficult to implement, and challenging to use which made the founders come up with the idea of Freshworks. Freshdesk was formally incorporated in October of 2010 before which founders Girish Mathrubootham and Shan Krishnasamy set out to create a cloud-based client service software that focuses on the consumer.

Freshdesk got rebranded as 'Freshworks' in June, 2017 meanwhile evolving its products as well.

Freshworks - Name, Logo and Tagline

Freshworks, as the name suggests refers to a "Fresh" helpdesk that creates a customer service management platform that helps businesses improve the market experience by 'refreshing business software' which is the company tagline.

Freshworks logo

Freshworks - Vision and Mission

Freshworks' mission statement says, "to help companies better engage and communicate with their customers and employees with refreshing business software that is easy-to-use, feature-packed and accessible to businesses of all sizes."

Freshworks - Business Model

The Freshworks business model depends on doing upmarket sales and it's products. The company has got an unique global inside sales model. Business software is expensive and hard to use. People waste hours to get things done. In the end, corporations hire employees to take care of the software. Freshworks provide better software, ready to go software which is easier to use. Customers trust the products here and are also backed by a good call support.

Freshworks' emphasis in 2010 was on creating and selling goods to small and medium sized businesses. Because of how effective and easy their solutions were, they began to gain prominence within larger corporations through years.

Freshworks started the transformation and evolution of their services by expressing their broader vision of helping companies win lifetime loyalty. Their unique Indian democratic design principles helps them create software that is easy, scalable, inexpensive, and encapsulates true craftsmanship, all while enabling businesses to be self-reliant.

Freshworks - Revenue and Growth

Freshworks' remarkable growth curve is a reflection of how companies are searching for new and creative ways to engage with their customers, as well as the company's creativity and not-giving-up environment.

In mid-February 2021, the company announced it surpassed $300 million in annual recurring revenue, growing the business by 40% year over year through difficult financial times because of the pandemic.

By opening offices in Paris, the Netherlands, France, and Utrecht, the company expanded its corporate network. It follows the expansion of the current London office. It also hosted Refresh19 London, which was the city's first meeting. It was attended by about 400 people. It also expanded its presence in APAC outside of Europe by collaborating with OrangeOne Corporation, a leading tech company in Japan. It has offices in Hyderabad, Melbourne, and other cities. All of this demonstrates how the business is expanding on a wider scale.

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Freshworks - Funding And Investors

Freshworks has raised a total of $484M in funding over 9 rounds. The company is funded by 6 investors, Steadview Capital and Accel are the most recent investors.

Date Transaction Name Money Raised Lead Investors
January 1, 2020 Secondary Market $85 million Steadview Capital
November 4, 2019 Series H $150 million Accel, CapitalG, Sequoia Capital
July 31, 2018 Series G $100 million Accel, Sequoia Capital India
November 1, 2016 Series F $55 million Sequoia Capital India
April 20, 2015 Series E $50 million Tiger Global Management
June 12, 2014 Series D $31 million Tiger Global Management
November 21, 2013 Series C $7 million Accel
April 26, 2012 Series B $5 million Tiger Global Management
December 2, 2011 Series A $1 million Accel

Freshworks is looking forward to raising up to $912 mn through its IPO round coming up soon, as per the regulatory filings of the company with the US Securities and Exchange Commission dated September 13, 2021. The company has decided to sell 28.5 million of its Class A common stock between $28 and $32 per share. If the shares of the company are successfully sold at the higher range, then it is estimated to raise around $912 million. This would increase the valuation of the company to around $9 billion.

Freshworks has confirmed that it would be going public and has already filed the initial public offering in the United States, where the company is presently headquartered. According to the company's filings with the US Securities and Exchange Commission, Freshworks is currently looking to raise around $100 million, in an IPO round led by Morgan Stanley, Bank of America, and JP Morgan Chase. This is just a placeholder amount for now, which might also change going forward.

It might use a portion of the proceeds for acquiring complementary businesses, products, services, and technologies, said Freshworks while it was filing its IPO with SEC. The company, which was last valued at $3.5 million in 2019, can see its post-IPO valuation jump up to around $10 billion.

Freshworks - Investments

Freshworks has made 3 investments till date.

Date Organization Name Round Amount
Oct 3, 2019 Fyle Series A $4.5M
May 24, 2019 Fyle Series A $142.33K
Apr 20, 2018 Fyle Series A $1.1M

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Freshworks - Acquisitions

Freshworks has acquired 13 organizations Flint on Jul 9, 2020 being the most recent.

Acquiree Name Date Amount About Acquiree
Flint Jul 9, 2020 - Flint is the most advanced and innovative open standards-based automation platform.
AnswerIQ Feb 26, 2020 - AnswerIQ is an artificial intelligence service in the customer support space.
CanvasFlip Sep 17, 2019 - CanvasFlip is a cloud-based design collaboration and testing platform.
Natero May 21, 2019 - Natero harnesses your data to predict, analyze and drive customer behavior.
Zarget Aug 29, 2017 - Zarget is a SaaS-based conversion rate optimization company that provides comprehensive solutions for small- and medium-sized businesses.
JoeHukum Jul 20, 2017 - JoeHukum Is Your Virtual Personal Assistant. From Flight Booking To Food Delivery
Pipemonk (Formerly ZapStitch) Jan 4, 2017 - Pipemonk is a data integration platform that allows companies to synchronize and move data amongst multiple cloud apps quickly and easily
Chatimity Oct 18, 2016 - Chatimity is a social chat application helping people discover others based on locality and interests.
Airwoot Apr 13, 2016 - Airwoot is a real-time customer support provider enabling brands to provide customer support on social media.
Framebench Feb 22, 2016 - Changing how people interact with files on the web & mobile

Freshworks - Awards and Recognition

Most recent awards and recognition of Freshworks are :-

Year Recognition Name
2019 Supreme Software Award for 2019
2019 Expert’s Choice for 2019
2019 Great User Experience for 2019
2020 Summer Leader 2020
2020 Spring Leader 2020
2020 Top 10 Fastest Growing Software in Q1 2020
2020 Top 10 Most Searched Software in Q1 2020
2020 Best call center software for 2020
2020 VoIP phone services for 2020

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Freshworks - Competitors

The top Freshworks competitors are :

Freshworks - Challenges Faced

Freshworks, being a fast-growing Business to Business, Software as a service company with thousands of B2B and B2C clients, including legacy corporations which are fast-growing billion-dollar businesses, must ensure that its services have minimal downtime, outages, or latency.

β€œTo do this, we need to have visibility into the infrastructure, how it is behaving at any given point of time and how our customers are using our products from an infrastructure standpoint,” says Pradeep Thangavel, Engineering Manager, at Freshworks, "Because Freshworks is integrated on to the customer’s platform, any traffic that comes to the customer’s platform is as good as traffic to the Freshworks platform."

Further Pradeep explains that how this challenge is difficult because no other Indian B2B SaaS company functions on the same level as Freshworks', which means the company lacks simple access to industry benchmarks or learnings in terms of aligning their infrastructure optimally for daily services.

Freshworks - Future Plans

Freshworks' presently assists businesses by providing intelligent customer engagement software which improves their IT operational efficiency.

Employees at Freshworks were able to see the magic in action, which added to the excitement of the trip. All of this entails pursuing bigger deals meanwhile still expanding our existing customers. The company has grown from a small startup producing tools for small businesses to a mid-sized business that caters to larger businesses, pushing them to rethink their marketing and sales strategy.

In 2020, a freshworks spokesperson told, β€œWe are actively focusing on building the business, driving growth in new markets, and strengthening our position in existing markets. We will aim for an IPO if and when a public offering proves opportune for the business.”

Freshworks' expansion has been aided by solid financials, an acquisition-led growth strategy, and the bundling of a suite of services with individual goods.

Freshworks - FAQs

What does Freshworks do?

Freshworks is a company that creates a customer service management platform that helps businesses improve the market experience. The company's services facilitate connectivity and enable teams to interact and engage customers and subordinates in order to tackle technological concerns.

Is Freshworks an Indian company?

Yes, Freshworks is an Indian company founded in Chennai, India but is now headquartered in US.

How much is Freshworks worth?

The Freshworks valuation is estimated to be more than $3.5 billion.

Who is the founder of Freshworks?

Girish Mathrubootham and Shan Krishnasamy are the founders of Freshworks .

Is Freshworks a product based company?

Yes, Freshworks is a product-based company.

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