Case Study: Veeva Systems achieves 97% customer satisfaction with Freshworks Freshservice

Veeva Systems Wins Big With 97% Customer Satisfaction

Veeva Systems, a cloud-based software leader for the life sciences industry, faced slow, manual internal support processes across IT, HR, Marketing and Facilities that relied on email and Google Docs and made it hard to track requests or meet SLAs. To modernize service delivery, Veeva implemented Freshworks’ Freshservice as an automated service desk with ITIL-aligned incident, problem, change and release management, SLAs, reporting and a service catalog.

Freshworks’ Freshservice centralized requests for nearly 96 team members across four departments, improving collaboration, visibility and accountability; Veeva now resolves issues in under four hours, achieves 90% first-call resolution and SLA adherence, and reports a 97% customer satisfaction rating with employees consistently rating support 5 out of 5. The Freshworks solution delivered measurable productivity gains, faster resolution rates and broader cross-department use beyond IT.

Veeva Systems

Prasad Ramakrishnan

Chief Executive Officer