Freshworks Inc. (NASDAQ: FRSH) has announced that Freshservice for Business Teams is now available as a standalone product, no longer requiring a Freshservice IT Service Management (ITSM) implementation. This strategic move empowers organizations to extend enterprise service management (ESM) across departments such as HR, Finance, Legal, and Facilities, allowing them to streamline complex workflows and deliver personalized employee experiences with ease.
Empowering Non-IT Teams with AI and Automation
According to the latest Freshservice Benchmark Report, ESM adoption has surged, with one in four Freshservice ITSM customers already using Freshservice for Business Teams. The product’s annual recurring revenue has doubled in the past year, reaching over $35 million as of September 30, 2025.
Freshservice for Business Teams leverages People-First AI to help non-IT functions improve efficiency and accelerate service delivery. The platform automates key processes such as account verification and document retrieval, while AI copilots assist agents by generating contextual responses, summarizing tickets, and balancing workloads. Institutions like the University of Oxford have adopted Freshservice and Freddy Copilot for their scalability and ease of use across IT, HR, and Finance teams.
Unified Service Delivery Across Departments
Built to connect fragmented tools, workflows, and data, Freshservice helps enterprises achieve unified service delivery at scale. Companies like Databricks consolidated ten separate platforms into one intuitive system, reporting a 23% deflection rate through enhanced self-service capabilities. “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,” said Pradeep Singh, VP of Infrastructure and Operations at Databricks.
Rapid Deployment and Streamlined Employee Support
Freshservice’s prebuilt workspaces, templates, and workflows accelerate deployment for functions such as employee onboarding and offboarding, eliminating the need for complex customization. With Coherent’s 25,000-employee workforce, the platform unified HR compliance data and streamlined processes for new hires and exits. “Our ultimate goal is to create a ‘one-stop shop’ for the employee experience,” said Anantha Ganga, CIO of Coherent. “Freshservice will remain a central component of our strategy for achieving this.”
Ease of Use, Security, and Seamless Integration
Freshservice’s intuitive, no-code interface enables business teams to configure secure service portals without technical expertise. With built-in governance, data protection, and integrations with ADP, DocuSign, Microsoft Teams, Slack, BambooHR, and Workday, enterprises can deploy quickly while maintaining control and compliance. EDF Renewables, for example, uses Freshservice’s workspace feature to manage departments beyond IT, including facilities, with tailored configurations for each team.
A Complete ESM Solution Beyond IT
By decoupling Freshservice for Business Teams from its ITSM dependency, Freshworks offers a cost-effective, AI-powered alternative to traditional IT or HR platforms. It combines enterprise-grade orchestration, automation, and scalability with fast time-to-value, enabling organizations to transform slow, fragmented processes into unified, people-first service experiences.
“Business leaders need to move fast, but keep getting stuck with tools that were never designed for departments like HR, Finance or Legal. That friction slows growth and is especially true with cross-functional work,” said Srini Raghavan, Chief Product Officer at Freshworks. “Now businesses have another option. Enabling non-IT workers to create their own support environments is a force multiplier that can benefit the entire organization by enabling workers closest to business processes to create the employee experiences they want and need.”
“Improved employee experiences are one of the top priorities for organizations these days, as are related goals like improved resolution times for requests and issues.” said Snow Tempest, Research Manager at IDC. “For organizations seeking to streamline their processes and reduce complexity without extensive customization requirements, there is a demand for a product that can be deployed quickly to meet the needs of multiple departments.”
Also read – Cisco Unveils Unified Edge Platform to Power Distributed AI and Agentic Workloads
Join us on LinkedIn for quick updates – FYI9 News LinkedIn
