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iVendi Delivers Connected Retailing Experience with Freshworks

Earlier this month, Freshworks Inc. (NASDAQ: FRSH) announced that its customer iVendi, the international market leader in connected motor retail technology, uses Freshdesk™ to deliver its core philosophy of “Connected Retailing,” which is the concept of merging showroom and online experiences to provide retailers with the ability to create a seamless, high-quality experience that addresses evolving consumer expectations when purchasing a new vehicle.

iVendi creates digital products that help customers buy vehicles more easily and dealers to sell them more efficiently, both online and in the showroom. Its technology is used by around five million consumers every month alongside thousands of car, van and motorcycle retailers, as well as major motor manufacturers and leading finance providers.

As with any high-touch customer-facing initiative, Connected Retailing requires proficient customer support to succeed. With monthly inbound customer queries reaching five to six thousand in 2022, iVendi pivoted to a new proactive customer care approach that was enabled by Freshdesk’s smart automations, custom workloads, reporting and analytics.

Prior to implementing Freshdesk, iVendi’s customer service team received daily reports of the errors customers encountered when submitting a finance application. Often these errors were not actioned in time, leaving applicants with the task of contacting the customer service team themselves.

With the implementation of Freshdesk,iVendi receives real-time alerts to errors, enabling customer service agents to proactively contact applicants and resolve issues immediately – making all call traffic outbound. Using built-in customer satisfaction surveys within Freshdesk, iVendi can issue CSAT surveys to customers after a case resolution, enabling the team to further adapt and improve the customer experience.

Ian Jones, VP of Client Delivery at iVendi said, “Buyer expectations have changed dramatically in the past few years. Consumers want to complete their purchases easily, and often this means online. What was once a reluctant motor industry engaging with the online world has shifted to a sector that needs to embrace change. Our core philosophy of Connected Retail does exactly that – it has transformed how the motor industry interacts with their customers. Implementing Freshdesk has been a positive step forward for our company, our staff and our customers. For the first time, we have a unified view of customer interactions in real time, meaning we can see trends emerging and work to mitigate issues quickly. It’s a win-win situation that’s more efficient for both the customer and us.”

Freshdesk’s reporting and analytics also enable iVendi to have granular visibility into the customer service agent, dealer and product activities at any time. This allows the team to uncover important trends and behaviours of various stakeholders through high-clarity and concise reports. The reports are drilled down into their actions, making it easy for the iVendi team to access all the required information to understand at what stage of the buying process the customer is at, as well as any errors and outstanding actions.

Through automation solutions such as the out-of-office scheduler, Freshdesk has also enabled iVendi to improve resolution times, by ensuring tickets and customer responses are re-routed to available agents when the first point of contact is out of office.

John Crossan, Vice President & General Manager of Europe at Freshworks said, “Freshworks is proud to support iVendi in their goal to deliver a Connected Retail experience for employees and customers. As the shift towards e-commerce continues across the economy, many sectors have completely transformed how they interact with their customers. We are pleased to offer companies like iVendi the products and solutions they need to help them reach their ambitions.”
Read more about iVendi and its use of Freshworks here.

About iVendi
Since 2009, iVendi has been digitally transforming the way vehicles are bought and sold, uniting online and showroom sales processes into a single, seamless vehicle buying journey.We are the acknowledged market leader in this Connected Retailing concept, with our solutions linking together the consumer, retailer and lender to create an experience that meets and exceeds the expectations of even the most demanding digital customers. Each month, this cutting-edge technology is used by around five million consumers alongside thousands of motor retailers, manufacturers and finance providers. Further information can be found on our website and LinkedIn page.

About Freshworks
Freshworks Inc., (NASDAQ: FRSH) makes business software people love to use. Purpose-built for IT, customer support, and sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 60,000 customers including Allbirds, Blue Nile, Bridgestone, Databricks, Klarna, NHS, OfficeMax, and PhonePe. For the freshest company news visit www.freshworks.com and follow us on Facebook, LinkedIn and Twitter.
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