From 50 to 230 Agents: Databricks’ Enterprise Support Transformation with Freshservice

Website Link Below:
https://affiliatepartner-freshservice.freshworks.com/zi3g7hlddinc

Watch how Databricks, the AI and data powerhouse behind Apache Spark, overhauled its IT service delivery with Freshservice — achieving a 23% ticket deflection rate, scaling from 50 to 230 support agents, and expanding from IT to 8 departments including HR, Legal, L&D, and Security.

By consolidating 10 different tools into one intuitive employee service management (ESM) platform, Databricks significantly improved efficiency, reduced IT costs, and enhanced the overall employee experience. With Freshservice’s AI-powered automation and self-service capabilities, Databricks now delivers faster support, smarter routing, and complete visibility into employee needs — all built on the Freshworks Neo Platform, powered by AWS.

🎯 Key Wins:

23% self-service ticket deflection (targeting 50%+ with AI)

96% customer satisfaction score

Unified platform across 8 departments

Significant cost savings and faster support

Future-ready AI foundation for scalability

🚀 “Expanding from ITSM to ESM with Freshservice was a strategic move that transformed support.” — Pradeep Singh, VP of Infrastructure and Operations, Databricks

If you're exploring how to modernize internal support, boost operational efficiency, and deliver a consumer-grade employee experience, this story is a must-watch.

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