Freshworks and Unisys: A Game-Changer in ITSM for Mid-Market and Enterprise CX
Customer experience (CX) is the backbone of modern IT service management (ITSM). Companies need fast, efficient, and accessible IT solutions to keep operations running smoothly. However, mid-market businesses often face overpriced and complex ITSM tools that fail to meet their needs.
Freshworks and Unisys have joined forces to disrupt the ITSM space with a customer-first approach. Their strategic partnership aims to simplify, accelerate, and enhance IT service delivery for mid-sized and large enterprises.
This collaboration is not just about technology—it’s about transforming CX for IT teams and the businesses they support.
The Mid-Market Dilemma: Overcharged and Underserved
For years, mid-sized businesses have struggled with costly, complicated, and rigid ITSM solutions. These companies often need enterprise-level capabilities but lack the budget and resources of larger corporations. As a result, they are forced to choose between high-priced legacy systems or underwhelming alternatives.
Freshworks recognized this gap and designed Freshservice, an ITSM platform that balances simplicity with power. However, to expand its reach, it needed a strong distribution partner with global expertise. That’s where Unisys comes in.
Unisys + Freshworks: A Partnership Built for CX Excellence
Unisys, a leading global technology provider, has extensive experience in ITSM and field services. By joining forces with Freshworks, it brings a managed service model that enhances customer support.
This partnership benefits customers by:
- Providing Enterprise-Grade ITSM Without Complexity
- Freshservice offers intuitive, AI-driven service management.
- IT teams can resolve issues faster, reduce downtime, and improve productivity.
- Ensuring Fast and Seamless Deployment
- A U.S. midsized industrial company recently switched to Freshservice and went live in under 12 weeks.
- This speed allows businesses to experience value faster.
- Delivering Scalable Solutions for Growing Businesses
- Unisys’ global reach across 120+ countries ensures personalized, localized support.
- Freshworks’ 500+ partner ecosystem provides continuous innovation and integration.
Faster ITSM Deployment = Better Employee and Customer Experience
Speed matters in IT service management. Long deployment cycles lead to disruptions, inefficiencies, and frustration for employees. When IT systems fail, businesses suffer, and customers notice.
The Unisys-Freshworks partnership solves this problem by ensuring quick, hassle-free ITSM implementation. A 12-week deployment timeline is unheard of in the enterprise ITSM space.
With this rapid setup, IT teams can:
- Respond to employee needs faster.
- Prevent prolonged system downtimes.
- Enhance overall workplace efficiency.
When employees get quick and effective IT support, they can focus on delivering better service to customers.
Managed Services: The Human Touch in ITSM
Automation and AI improve efficiency, but human expertise remains essential in IT support. Unisys brings a workforce of IT professionals who understand real-world business challenges.
With Unisys as the first large-scale Managed Service Provider (MSP) in the Freshworks ecosystem, businesses gain:
- Proactive issue resolution with dedicated IT experts.
- Custom ITSM solutions tailored to industry needs.
- Ongoing support for long-term success.
This human-centric approach ensures IT teams feel supported, valued, and empowered to enhance workplace CX.
Why This Matters for Business Growth
Customer expectations are higher than ever. A slow, inefficient IT service can damage a company’s reputation. Businesses need agile, scalable, and cost-effective ITSM solutions to grow and succeed.
The Freshworks-Unisys partnership delivers seamless scalability by combining:
- Freshworks’ easy-to-use ITSM software.
- Unisys’ global IT service expertise.
This collaboration ensures businesses can expand operations smoothly without worrying about IT bottlenecks.
Empowering IT Teams for a Stronger CX Strategy
IT departments play a crucial role in shaping customer experience. When IT systems function well, employees can deliver seamless service. But when IT fails, everything—from internal operations to customer interactions—suffers.
With Freshservice and Unisys, IT teams get:
- Intuitive tools that simplify workflows.
- AI-powered automation for faster resolutions.
- Scalable solutions that grow with business needs.
By reducing IT friction, this partnership helps businesses build a CX-focused culture from the inside out.
A Fresh Future for ITSM and CX
Freshworks and Unisys are setting a new standard for ITSM by prioritizing simplicity, speed, and customer-centricity. Their partnership ensures mid-market and enterprise companies no longer have to compromise between cost and efficiency.
By providing fast, scalable, and human-powered IT solutions, Freshworks and Unisys are not just transforming IT service management—they’re elevating the entire customer experience.
With this collaboration, businesses can finally say goodbye to complicated ITSM systems and hello to a fresh, frictionless IT service experience.
