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Databricks Streamlines Company-Wide Employee Support with Freshworks ITSM and ESM
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style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%"/></span></div></a><ul display="none" class="sc-ace17a57-0 eMhsjB"><li class="sc-ace17a57-0 jGreyP"><span tabindex="0" font-weight="regular" id="global-menu-item-0" aria-expanded="false" aria-controls="global-menu-item-0" cursor="pointer" role="menuitem" class="sc-b323b31-0 hNrPqQ">Products</span><div class="sc-6293d692-0 eNMhGa"><div aria-hidden="true" aria-labelledby="global-menu-item-0" class="sc-ace17a57-0 hmiYJr"><div width="1632px" class="sc-6293d692-0 sc-322e3e9e-0 chDVsM btqJCj"><div display="none" class="sc-ace17a57-0 hbTOjB"><div class="sc-ace17a57-0 buDNyn"><div width="600px" class="sc-ace17a57-0 kQSFEh"><span font-size="24" font-weight="semiBold" class="sc-b323b31-0 dTglAG">Software</span><ul class="sc-ace17a57-0 sc-322e3e9e-1 hiwdmy GSFYq"><li height="auto" 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font-size="16" class="sc-b323b31-0 eeQryB">Modern and intuitive IT service management</span></div></div></a></li><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/customer-service-suite/" tabindex="0" data-submenulabel="Freshdesk Omni" data-navlabel="Products" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Freshdesk Omni</span><span font-size="16" class="sc-b323b31-0 eeQryB">The all-in-one solution, boosted with generative AI</span></div></div></a></li><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/crm/sales/" tabindex="0" data-submenulabel="Freshsales" data-navlabel="Products" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Freshsales</span><span font-size="16" class="sc-b323b31-0 eeQryB">Drive revenue and productivity with the easy-to-use AI-powered CRM</span></div></div></a></li><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/live-chat-software/" tabindex="0" data-submenulabel="Freshchat" data-navlabel="Products" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Freshchat</span><span font-size="16" class="sc-b323b31-0 eeQryB">AI-powered bots and live chat across every messaging channel</span></div></div></a></li><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/crm/marketing/" tabindex="0" 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24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"><line x1="5" y1="12" x2="19" y2="12"></line><polyline points="12 5 19 12 12 19"></polyline></svg></div></span></a></div></div><div class="sc-ace17a57-0 kILqLL"><div width="600px" class="sc-ace17a57-0 kQSFEh"><span font-size="24" font-weight="semiBold" class="sc-b323b31-0 dTglAG">Solutions</span><ul class="sc-ace17a57-0 sc-322e3e9e-1 hiwdmy GSFYq"><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/customer-service-solutions/" tabindex="0" data-submenulabel="Customer Service & Support" data-navlabel="Products" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Customer Service & Support</span><span font-size="16" class="sc-b323b31-0 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class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Enterprise Service Management</span><span font-size="16" class="sc-b323b31-0 eeQryB"></span></div></div></a></li><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/crm/sales/" tabindex="0" data-submenulabel="Sales Automation" data-navlabel="Products" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Sales Automation</span><span font-size="16" class="sc-b323b31-0 eeQryB"></span></div></div></a></li><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/crm-platform/" tabindex="0" data-submenulabel="Customer Relationship Management" data-navlabel="Products" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Customer Relationship Management</span><span font-size="16" class="sc-b323b31-0 eeQryB"></span></div></div></a></li></ul></div></div></div></div></div></div></li><li class="sc-ace17a57-0 jGreyP"><span tabindex="0" font-weight="regular" id="global-menu-item-1" aria-expanded="false" aria-controls="global-menu-item-1" cursor="pointer" role="menuitem" class="sc-b323b31-0 hNrPqQ">Platform</span><div class="sc-6293d692-0 eNMhGa"><div aria-hidden="true" aria-labelledby="global-menu-item-1" class="sc-ace17a57-0 hmiYJr"><div width="1632px" class="sc-6293d692-0 sc-322e3e9e-0 chDVsM btqJCj"><div display="none" class="sc-ace17a57-0 hbTOjB"><div class="sc-ace17a57-0 kILqLL"><div width="unset" class="sc-ace17a57-0 fXrtqy"><ul class="sc-ace17a57-0 sc-322e3e9e-1 faNlXb GSFYq"><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/platform/" tabindex="0" data-submenulabel="Overview" data-navlabel="Platform" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Overview</span><span font-size="16" class="sc-b323b31-0 eeQryB"></span></div></div></a></li><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/platform/integrations/" tabindex="0" data-submenulabel="Integrations" data-navlabel="Platform" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Integrations</span><span font-size="16" class="sc-b323b31-0 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dufICl">Latest innovations</span><span font-size="16" class="sc-b323b31-0 eeQryB"></span></div></div></a></li></ul></div></div><div class="sc-ace17a57-0 buDNyn"><div width="unset" class="sc-ace17a57-0 fXrtqy"><ul class="sc-ace17a57-0 sc-322e3e9e-1 faNlXb GSFYq"><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/apps/" tabindex="0" data-submenulabel="App marketplace" data-navlabel="Platform" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">App marketplace</span><span font-size="16" class="sc-b323b31-0 eeQryB"></span></div></div></a></li><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://developers.freshworks.com/" tabindex="0" data-submenulabel="Developers" data-navlabel="Platform" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Developers</span><span font-size="16" class="sc-b323b31-0 eeQryB"></span></div></div></a></li><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/platform/technology-alliances/" tabindex="0" data-submenulabel="Technical alliances" data-navlabel="Platform" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Technical alliances</span><span font-size="16" class="sc-b323b31-0 eeQryB"></span></div></div></a></li></ul></div></div><div class="sc-ace17a57-0 kILqLL"><div width="unset" class="sc-ace17a57-0 fXrtqy"><span font-size="24" font-weight="semiBold" class="sc-b323b31-0 dTglAG">What's new</span><ul class="sc-ace17a57-0 sc-322e3e9e-1 dJNjBn GSFYq"><li height="100%" class="sc-6293d692-0 bTqxOQ"><a href="https://www.freshworks.com/product-launches/?tactic_id=6778534&utm_source=Whatsnew&utm_medium=homepage" tabindex="0" data-submenulabel="Freddy AI Agent has arrived" data-navlabel="Platform" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"><div width="fit-content" height="fit-content" class="sc-6293d692-0 sc-fa706f9-0 bDLIOO"><span style="box-sizing:border-box;display:inline-block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative;max-width:100%"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;max-width:100%"><img style="display:block;max-width:100%;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0" alt="" aria-hidden="true" src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%27568%27%20height=%27320%27/%3e"/></span><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%"/><noscript><img alt="" srcSet="/_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F12b7a76fe14fa07b%2Foriginal%2Fglobal-nav-card-freddy-ai-launch-284x160.webp&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F12b7a76fe14fa07b%2Foriginal%2Fglobal-nav-card-freddy-ai-launch-284x160.webp&w=1200&q=75 2x" 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style="display:block;max-width:100%;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0" alt="" aria-hidden="true" src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%271220%27%20height=%271220%27/%3e"/></span><img alt="" src="https://dam.freshworks.com/m/2933a4779294c940/original/Hero_Databricks.webp" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%"/></span></div></div></div></div></div></section><section id="customersstoriesdatabricksstorystats" data-target-id="customersstoriesdatabricksstorystats" width="100%" class="sc-ace17a57-0 sc-fe753677-1 TcDJe"><div width="100%" class="sc-6293d692-0 sc-fe753677-0 brPMqe"><div width="100%" class="sc-6293d692-0 ldKWYL"><div width="100%" class="sc-662dedcb-0 hboZui"><div width="100%" class="sc-ace17a57-0 eBfQBi"><span font-weight="bold" font-size="48" aria-labelledby="7Frh18aFLrR3IwYwH1SO1K" class="sc-b323b31-0 bqjsHT">23%</span><span id="7Frh18aFLrR3IwYwH1SO1K" font-size="18" class="sc-b323b31-0 gulHSG">Self-service deflection rate</span></div><div width="100%" class="sc-ace17a57-0 eBfQBi"><span font-weight="bold" font-size="48" aria-labelledby="3aBFRojXN3bBMJ8UXPTRrK" class="sc-b323b31-0 bqjsHT">96%</span><span id="3aBFRojXN3bBMJ8UXPTRrK" font-size="18" class="sc-b323b31-0 gulHSG">Customer satisfaction score</span></div></div></div></div></section><section id="componenttestimonialandhighlights" data-target-id="componenttestimonialandhighlights" width="100%" class="sc-ace17a57-0 sc-fe753677-1 TcDJe"><div width="100%" class="sc-6293d692-0 sc-fe753677-0 brPMqe"><div width="100%" class="sc-ace17a57-0 bzkvrV"><div width="100%" class="sc-ace17a57-0 fHzEpg"><div font-size="24" class="sc-b323b31-0 iPpJxL"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">“Expanding from ITSM to ESM with Freshservice was a strategic move that transformed support, offering a unified hub for all employee needs." </p></div><div class="sc-ace17a57-0 jYOqZj"><div class="sc-6293d692-0 sc-a70c8318-0 eNMhGa jKXYis"><div width="fit-content" height="fit-content" class="sc-6293d692-0 sc-fa706f9-0 bDLIOO"><span style="box-sizing:border-box;display:inline-block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative;max-width:100%"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;max-width:100%"><img style="display:block;max-width:100%;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0" alt="" aria-hidden="true" src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%2764%27%20height=%2764%27/%3e"/></span><img alt="Pradeep Singh" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="Pradeep Singh" srcSet="/_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F7b2ec7e8b9d410e7%2Foriginal%2FPradeep-Singh.webp&w=64&q=75 1x, /_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F7b2ec7e8b9d410e7%2Foriginal%2FPradeep-Singh.webp&w=128&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F7b2ec7e8b9d410e7%2Foriginal%2FPradeep-Singh.webp&w=128&q=75" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" loading="lazy"/></noscript></span></div></div><div font-size="18" class="sc-ace17a57-0 bLXSoD"><span font-weight="bold" class="sc-b323b31-0 kmmXqp">Pradeep Singh</span><span class="sc-b323b31-0 eKXBwV">VP of Infrastructure and Operations</span></div></div></div><div width="100%" font-size="18" class="sc-ace17a57-0 sc-4af53d2-0 bzoTnX YOa-dZ"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW"><span font-weight="bold" class="sc-b323b31-0 sc-b0fbbdb9-4 kmmXqp hFGVMg">Business challenge </span></p><ul class="sc-ace17a57-0 sc-b0fbbdb9-1 dYiJfI DrYJe"><li class="sc-b0fbbdb9-7 eapyzu"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Databricks needed to reduce downtime and increase infrastructure scalability in its IT service operations </p></li></ul><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW"><span font-weight="bold" class="sc-b323b31-0 sc-b0fbbdb9-4 kmmXqp hFGVMg">Business outcome </span></p><ul class="sc-ace17a57-0 sc-b0fbbdb9-1 dYiJfI DrYJe"><li class="sc-b0fbbdb9-7 eapyzu"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">The company achieved a 23% deflection rate after implementing self-service and expanded deployment of Freshservice to eight other departments</p></li><li class="sc-b0fbbdb9-7 eapyzu"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Freshworks solutions are built on Freshworks’ Neo Platform, powered by AWS, providing a strong and scalable foundation for end-to-end cloud operations </p></li></ul></div></div></div></section><section id="customersstoriesdatabricksstory" data-target-id="customersstoriesdatabricksstory" width="100%" class="sc-ace17a57-0 sc-fe753677-1 TcDJe"><div width="100%" class="sc-6293d692-0 sc-fe753677-0 brPMqe"><div display="flex" class="sc-ace17a57-0 furzJR"><div class="sc-ace17a57-0 daoOIL"><div height="" class="sc-ace17a57-0 evCfwt"><div id="entity-customer-container" class="sc-ace17a57-0 mUSGS"><div height="100px" class="sc-ace17a57-0 dewmKo"><div width="fit-content" height="fit-content" class="sc-6293d692-0 sc-fa706f9-0 bDLIOO"><span style="box-sizing:border-box;display:inline-block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative;max-width:100%"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;max-width:100%"><img style="display:block;max-width:100%;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0" alt="" aria-hidden="true" src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%27230%27%20height=%27100%27/%3e"/></span><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:contain"/><noscript><img alt="" srcSet="/_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F26a1fadca553b5cd%2Foriginal%2FSiderail_Databricks.webp&w=256&q=75 1x, /_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F26a1fadca553b5cd%2Foriginal%2FSiderail_Databricks.webp&w=640&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F26a1fadca553b5cd%2Foriginal%2FSiderail_Databricks.webp&w=640&q=75" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:contain" loading="lazy"/></noscript></span></div></div><div class="sc-ace17a57-0 sc-a3ab6f3d-0 daWPXK ivzLPo"><div width="100%" font-size="16" class="sc-ace17a57-0 gpTarX"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Databricks is an American enterprise software company founded by the creators of the popular open-source project Apache Spark.</p></div><div class="sc-ace17a57-0 izCHHM"><span class="sc-b323b31-0 bHYrOi">INDUSTRY</span><p font-size="16" class="sc-5159831f-0 bgyvgL">Higher education</p></div><div class="sc-ace17a57-0 izCHHM"><span class="sc-b323b31-0 bHYrOi">REGION</span><p font-size="16" class="sc-5159831f-0 bgyvgL">North America</p></div><div class="sc-ace17a57-0 izCHHM"><span class="sc-b323b31-0 bHYrOi">PRODUCTS</span><div class="sc-ace17a57-0 kxOgEH"><a href="https://www.freshworks.com/freshservice/" rel="" target="" tabindex="0" display="inline-block" font-size="16" text-decoration="none" class="sc-e5af17da-0 fWQlJ sc-6759662-0 lbfmSl" aria-label="https://www.freshworks.com/freshservice/">Freshservice</a></div></div><div class="sc-ace17a57-0 izCHHM"><span class="sc-b323b31-0 bHYrOi">FAVORITE FEATURES</span><div class="sc-ace17a57-0 kxOgEH"><a role="none" tabindex="0" cursor="pointer" display="inline-block" font-size="16" text-decoration="none" class="sc-e5af17da-0 cWUqic sc-6759662-0 lbfmSl" aria-label="">Workflow automation</a><a role="none" tabindex="0" cursor="pointer" display="inline-block" font-size="16" text-decoration="none" class="sc-e5af17da-0 cWUqic sc-6759662-0 lbfmSl" aria-label="">Powered by AWS</a></div></div><div class="sc-ace17a57-0 dxzVJX"><a href="https://twitter.com/intent/tweet?url=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Fdatabricks%2F" rel="noreferrer noopener" target="_blank" width="32px" height="32px" class="sc-e5af17da-0 dSULJg sc-6a418e9c-0 ceEGNZ" aria-label="https://twitter.com/intent/tweet?url=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Fdatabricks%2F"><svg width="32" height="32" fill="none" xmlns="http://www.w3.org/2000/svg"><circle cx="16" cy="16" r="16" fill="#1D2026"></circle><path d="M17.142 15.081L21.609 10H20.55l-3.879 4.412L13.573 10H10l4.685 6.672L10 22h1.059l4.096-4.66L18.427 22H22l-4.859-6.919zm-1.45 1.65l-.475-.665-3.777-5.286h1.626l3.048 4.266.475.664 3.962 5.546h-1.626l-3.233-4.525z" fill="#fff"></path></svg></a><a href="https://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Fdatabricks%2F" rel="noreferrer noopener" target="_blank" width="32px" height="32px" class="sc-e5af17da-0 dSULJg sc-6a418e9c-0 ceEGNZ" aria-label="https://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Fdatabricks%2F"><svg width="32" height="32" fill="none" xmlns="http://www.w3.org/2000/svg"><circle cx="16" cy="16" r="16" fill="#1D2026"></circle><g fill="#fff"><path d="M12.125 13.635V23H9.219v-9.365h2.906zM12.344 10.66c0 .94-.75 1.723-1.688 1.723C9.75 12.383 9 11.6 9 10.66 9 9.752 9.75 9 10.656 9c.938 0 1.688.752 1.688 1.66zM23 23h-2.906v-4.541c0-1.097-.032-2.475-1.532-2.475s-1.718 1.16-1.718 2.38V23h-2.907v-9.365h2.782v1.284h.031c.406-.72 1.344-1.503 2.75-1.503 2.938 0 3.5 1.942 3.5 4.447V23z"></path></g></svg></a><a href="https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Fdatabricks%2F" rel="noreferrer noopener" target="_blank" width="32px" height="32px" class="sc-e5af17da-0 dSULJg sc-6a418e9c-0 ceEGNZ" aria-label="https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Fdatabricks%2F"><svg width="32" height="32" fill="none" xmlns="http://www.w3.org/2000/svg"><circle cx="16" cy="16" r="16" fill="#1D2026"></circle><path d="M20.87 14.125L20.41 17h-2.454v7h-3.272v-7H12v-2.875h2.684v-2.219c0-2.5 1.57-3.906 3.96-3.906C19.789 8 21 8.219 21 8.219v2.469h-1.342c-1.309 0-1.702.75-1.702 1.562v1.875h2.913z" fill="#fff"></path></svg></a></div></div></div></div></div><div class="sc-ace17a57-0 sc-d51472a5-0 cVqTlg"><div font-style="normal" class="sc-ace17a57-0 eKDmq custom-class-long-form-container"><div width="100%" class="sc-ace17a57-0 jaCUVy"><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">As a rapidly growing software company at the forefront of AI and data analytics, Databricks needed a modern cloud IT service solution that would improve resolution times, establish stronger IT infrastructure, and scale easily and efficiently.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Previously, the company had used Zendesk and Spoke for ticketing but wanted a more cost-effective option. That’s when Databricks turned to Freshservice for IT service management (ITSM). Making the switch revamped the company’s overall IT service delivery: It quickened ticket resolution times and, by implementing self-service, helped deflect 23% of support tickets that agents would have otherwise handled.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">After seeing the IT team’s success with Freshservice, other departments supporting employee service needs—such as HR, learning and development, legal, and security—became interested in achieving the same benefits with employee experience. Databricks soon expanded its Freshservice deployment from ITSM to enterprise service management (ESM).</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Within three years, Databricks had 230 agents providing streamlined employee support with Freshservice, up from just 50 agents in its initial deployment in IT—a testament to the platform’s ability to scale and meet core objectives and needs.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">With Freshservice, Databricks executives are better able to understand their existing IT infrastructure, forecast future needs, and make appropriate investments to keep improving employee experience.</p><h4 class="sc-4555ca6a-0 gykexi">The company</h4><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Databricks is an American enterprise software company founded by the creators of the popular open-source project Apache Spark. At the forefront of AI-centric data technology, Databricks helps over 7,000 companies build and deploy data engineering workflows, machine learning models, analytics dashboards, and more. The company surpassed $1 billion in annual recurring revenue in less than 10 years while redefining how companies access and analyze their data.</p><h4 class="sc-4555ca6a-0 gykexi">The challenge</h4><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Databricks needed to scale its IT service desk to improve efficiency and transparency for logging and resolving tickets. Initially using email and Slack to route IT requests from employees, the IT team struggled to keep pace with service tickets supporting an employee base of nearly 5,000. In addition to facing longer-than-desired resolution times, the IT team had trouble tracking infrastructure issues and managing service-level agreements (SLAs).</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">To address these challenges, Databricks sought to replace its IT delivery model with a scalable, unified ITSM platform. As a company at the forefront of AI and data analytics, Databricks was keen on finding an ITSM platform with AI capabilities to optimize IT investment decisions, deflect tickets, and help IT staff to work more efficiently.</p><h4 class="sc-4555ca6a-0 gykexi">The solution</h4><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">After evaluating several ITSM platforms—including ServiceNow, Zendesk, and SolarWinds—Databricks chose Freshservice. “Freshservice’s no-code capabilities, automation features, and time to value made it the obvious choice for us,” says Pradeep Singh, Databricks vice president of infrastructure and operations. </p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Using Freshservice’s self-service knowledge base, employees can quickly find answers to frequently asked questions, reducing the number of tickets the service desk handles. For more complex inquiries, employees can easily submit requests and track the progress of ongoing tickets with Freshservice’s easy-to-use portal.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Other departments at Databricks took notice of the IT team’s success, leading to an expansion to Freshservice for Business teams.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Now, Freshservice supports operations across the company’s HR, legal, security, and learning and development functions. Employees use a single self-service portal for all business functions—whether they need a new computer or have a PTO issue. Once submitted, the ticket is automatically routed to the right department’s workspace, with strict role-based permissions in place to protect confidential information.</p><div class="sc-6293d692-0 sc-6afce0c3-0 fzSybt"><div class="sc-ace17a57-0 gEIZne"><div class="sc-ace17a57-0 iDSqYS"><div class="sc-b323b31-0 cPVTSu"><svg xmlns="http://www.w3.org/2000/svg" width="50" height="42" stroke="black" class="sc-6afce0c3-1 itTiCf"><defs><clipPath id="quote_svg__a"><path d="M.383 0h49.234v41.375H.383zm0 0"></path></clipPath></defs><g clip-path="url(#quote_svg__a)"><path d="M39.594 41.375c5.77 0 9.703-3.836 9.703-9.23 0-5.153-3.8-8.75-9.176-8.75a9.529 9.529 0 00-3.457.699c.613-7.774 4.953-13.809 12.148-18.016a1.533 1.533 0 00.582-2.137L47.525.84a1.873 1.873 0 00-2.446-.625C34.242 5.859 27.797 15.438 27.797 26.87c0 9.11 4.98 14.504 11.797 14.504zm-27.41 0c5.765 0 9.699-3.836 9.699-9.23 0-5.153-3.801-8.75-9.176-8.75a9.529 9.529 0 00-3.457.699c.617-7.774 4.953-13.809 12.148-18.016a1.535 1.535 0 00.582-2.137L20.113.84a1.882 1.882 0 00-2.449-.625C6.828 5.859.383 15.438.383 26.87c0 9.11 4.984 14.504 11.8 14.504zm0 0" fill="#1d2026"></path></g></svg></div><div font-size="24" class="sc-b323b31-0 sc-6afce0c3-2 iAPWeN"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Consolidating from 10 different platforms down to a single intuitive one has not only improved employee experience, it has saved us a significant amount of money. </p></div><div class="sc-ace17a57-0 cVmQEU"><p font-weight="bold" class="sc-5159831f-0 lpsNgH">Pradeep Singh</p><p class="sc-5159831f-0 gtSbia">VP of Infrastructure and Operations</p></div></div></div></div><h4 class="sc-4555ca6a-0 gykexi">Impact</h4><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Using Freshservice for ESM improved efficiency and scalability organization-wide. The ease of use of the product has led to high user adoption and productivity.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Building on the success of the new self-service features, Databricks plans to take greater advantage of Freshworks’ AI capabilities in the near future. “By implementing a clean data model foundation in Freshservice, Databricks achieved a 23% ticket deflection rate, thereby reducing manual touches and improving user experience,” says Pradeep Singh, vice president of infrastructure and operations. “Looking ahead, by implementing Freshservice’s AI capabilities, we are confident we can get that number to 50% or more.”</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Using Freshworks in multiple departments has also helped Databricks lower IT costs. “Consolidating from multiple point solutions to a single unified platform for all employee services has not only improved the employee experience,” adds Singh, “it has saved us a significant amount of money by eliminating the need to deploy multiple solutions or versions of the same product.”</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">As Databricks maintains its rapid growth rate—the company grew more than 60% in 2023 to surpass $1 billion in annual revenue—Freshworks’ unified ESM solution stands ready to power its growth journey and continue to scale the business to new heights.</p></div></div></div></div></div></section><section id="customersstoriesconversionpanel" data-target-id="customersstoriesconversionpanel" width="100%" class="sc-ace17a57-0 sc-fe753677-1 beHUlt"><div width="100%" class="sc-6293d692-0 sc-fe753677-0 brPMqe"><div class="sc-ace17a57-0 sc-f90aba94-2 jfTzNF erQHvq"><div class="sc-ace17a57-0 cPRHhZ"><h2 class="sc-4555ca6a-0 eYkskr">Now it’s your turn. Try Freshworks today.</h2><div class="sc-ace17a57-0 sc-f90aba94-1 dOfJqf"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">14-day free trial. No credit card required. 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