Nuagique supports companies with a complete Freshworks approach: business understanding, product mastery, technical implementation and user adoption.
Nuagique expertise
A successful Freshworks project does not depend only on configuration quality. It depends on process understanding, clear design choices, team adoption and the ability to evolve the platform over time.
Nuagique works precisely at this intersection: product, business, organization and adoption. Our role is to turn Freshworks into a true operational performance platform, not just another application in the information system.
We help support, IT, sales, marketing and business teams structure their usage, automate what should be automated, keep control of their organization and measure concrete impact.
Differentiation
Our expertise combines deep Freshworks product knowledge, organizational understanding and human team support.
Our experience was built in direct contact with Freshworks products, teams, customers and use cases. We understand product strengths, limitations, best practices and the traps to avoid.
Before creating a field, workflow or automation rule, we clarify what the organization actually needs to improve: response time, quality, visibility, employee experience or customer satisfaction.
Our projects are led by consultants based in France, accessible and involved. We favor clarity, education and availability over impersonal or overly industrialized interactions.
Method
A clear path to avoid vague projects, unnecessary configurations and poorly adopted platforms.
We analyze your tools, processes, data, operational pain points and objectives. This avoids disconnected configurations and creates a realistic roadmap.
We define portals, forms, workflows, roles, automations, SLAs, views, reports and governance rules that fit your organization.
We implement the platform, useful integrations, automations and dashboards while keeping simplicity and maintainability in mind.
We train teams, document usage, adjust journeys and support go-live so the platform is truly adopted.
After launch, we help measure results, identify improvements and evolve the platform with your needs.
Scope
We work across the Freshworks and Aircall ecosystems and on the connected topics required for operational success.
Support organization, omnichannel, SLA, knowledge base, satisfaction, automation and agent experience.
Incidents, requests, changes, service catalog, ITAM, CMDB, internal workflows and employee experience.
Pipeline, qualification, follow-ups, sales activity, forecasting, reporting and marketing alignment.
Marketing journeys, segmentation, chat, bots, cloud telephony, proactive messages and omnichannel interactions.
Automated discovery, inventory, application mapping, dependencies and IT infrastructure visibility.
Training, documentation, monitoring, continuous improvement and knowledge transfer to teams.
Cloud telephony, IVR, routing, queues, supervision, analytics, Freshdesk / CRM integrations and voice experience in an omnichannel CX model.
FAQ
Key points to understand how we support Freshworks projects.
No. Technical implementation is only one part of the project. We also support framing, functional design, governance, change management, training and continuous improvement.
Because a Freshworks project succeeds when product understanding meets business understanding. Our expertise connects both dimensions.
Yes. We provide audits, optimizations, partial redesigns, full redesigns and post-deployment support.
Yes. We support IT, customer support, sales, marketing, HR, finance and business teams with language adapted to each audience.
Our approach is closer, more educational and more committed. We aim to build a platform that is used, understood and sustainable, not just delivered.
Next step
We can analyze your context, identify priorities and propose a clear path to improve your usage.
