In a significant move aimed at revolutionizing IT service management (ITSM) for mid-market and enterprise companies, Freshworks Inc. (NASDAQ: FRSH) has announced a strategic partnership with Unisys (NYSE: UIS). This collaboration marks a pivotal step in addressing the needs of an often overlooked segment of the market, with both companies committed to delivering modern, user-friendly IT solutions.

1. A Shared Vision for IT Services

Laura Padilla, Senior Vice President of Global Channels and Partners at Freshworks, highlighted the rationale behind the partnership, stating, “Our collaboration with Unisys is driven by a shared view that the market needs a fresh approach to IT services.” She emphasized that the partnership aims to disrupt traditional IT service models by providing accessible and easy-to-deploy software solutions that empower IT, operations, and business teams to enhance user experiences without the burden of complexity.

The partnership is particularly timely, as mid-market companies frequently face challenges in securing effective ITSM solutions while incurring high costs. Freshworks and Unisys intend to change this narrative by leveraging their combined strengths.

2. Unisys: A Powerful Channel Partner

As the first large-scale Managed Service Provider (MSP) in the Freshworks ecosystem, Unisys brings considerable expertise and a global reach, servicing clients in over 120 countries across various industries, including commercial, financial services, and the public sector. This strategic alignment is poised to create a robust new channel for Freshworks, enhancing its footprint in both mid-sized and large enterprises.

Unisys has already demonstrated the effectiveness of Freshservice, one of Freshworks' ITSM solutions, by securing a contract with a U.S. midsized industrial company. The client switched from its previous ITSM provider to Freshservice and went live in under 12 weeks, showcasing the platform's ease of use, rapid deployment capabilities, and quick return on investment.

3. Enhancing Operational Efficiency

The partnership is seen as a significant value addition for clients. Patrycja Sobera, Senior Vice President and General Manager of Digital Workplace Solutions at Unisys, expressed enthusiasm about the collaboration, stating, “We are thrilled to partner with Freshworks to deliver innovative solutions to mid-market and large enterprise companies.” Sobera emphasized that the partnership leverages Unisys’s extensive global workforce of IT professionals and their established expertise in ITSM and field services, positioning both companies to drive substantial value for their clients.

4. Growth Prospects for Freshworks

With this strategic collaboration, Freshworks is set to accelerate its growth trajectory. The company’s expanding partner ecosystem, which now includes over 500 active partners, is strengthened further by its relationship with Unisys. This partnership not only enhances Freshworks' capabilities but also reinforces its mission of making ITSM accessible to businesses worldwide, specifically targeting the underserved mid-market segment.

As the demand for efficient IT service management solutions continues to rise, the collaboration between Freshworks and Unisys is expected to unlock new opportunities and deliver exceptional service experiences for a broad range of organizations.

In summary, this strategic alliance between Freshworks and Unisys represents a proactive approach to transforming IT service management. With a focus on user experience and operational efficiency, both companies are well-positioned to lead the charge in making effective IT solutions available to companies of all sizes.

About Freshworks

Freshworks Inc. provides people-first AI service software that organizations use to deliver exceptional customer and employee experiences. More than 72,000 companies, including American Express and Sony, rely on Freshworks’ solutions to enhance their operational efficiency and customer loyalty.

About Unisys

Unisys is a global technology solutions company that empowers organizations to achieve breakthroughs through innovative solutions in cloud, AI, digital workplace, and more. With over 150 years of experience, Unisys helps clients challenge the status quo and unlock their full potential.

Original press release