Mid-market clients power Freshworks’ growth engine

CEO Mathrubootham believes firm’s unlocking large market potential by entering mid-market segment after serving small businesses.

Mathrubootham believes Freshworks is unlocking large market potential by way of its entry into the mid-market segment after serving small businesses for close to a decade.
LAS VEGAS: San Mateo-based customer engagement software company Freshworks is finding revenue from midmarket clients amid steady growth from the small-and-medium businesses, prompting a projection of equal share of business from the twin engines of growth in the current calendar year.

“Considering the first six months of the current year as well as the projection for the whole year, we expect 50% of the business from the larger companies,” said CEO Girish Mathrubootham. Companies above 500 employees are classified mid-market.

Mathrubootham believes Freshworks is unlocking large market potential by way of its entry into the mid-market segment after serving small businesses for close to a decade. “What we realised in 2015, when we had about 30,000 customers that were predominantly SMBs, was that several larger companies such as Burger King and Schneider Electric were buying from us for the same reasons as the smaller companies... that got us thinking about going for outbound sales even as SMBs were powering us,” he said.


As Freshworks ramps up focus on its enterprise-grade software, it is leveraging Artificial Intelligence and machine learning to equip all of its products from Freshdesk, its original helpdesk software, to the latest customer success tracker Freshsuccess. Currently, Freshworks is working on vernacular language processing for certain languages such as German as it drives deeper into the market. While the company has attained the scale and growth to go public, Mathrubootham maintains he does not have a set timeframe for going public in the US.

(The writer was in Las Vegas, US, at the invitation of Freshworks)
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