Department of Work and Pensions selects Freshworks for cloud-based service and automation

New implementation automates service requests and accelerates fulfilment, helping millions of UK jobseekers and their prospective employers via Find a job service.

Tuesday, 23rd July 2019 Posted 5 years ago in by Phil Alsop

Freshworks has been chosen by the United Kingdom’s Department of Work and Pensions (DWP) for its Find a job service. Freshworks provides the support and service functionality embedded within Find a job, allowing jobseekers and employers to request help and get their issues managed quickly and efficiently, enabling vacancies to be filled quickly by qualified applicants.

Find a job was launched in May 2018 to provide jobseekers with access to hundreds of thousands of roles across the UK, making it easier to find and apply for different jobs. As part of the service, the team behind Find a job wanted to provide a simple and easy to use support function that would help anyone that had a problem quickly get the attention they needed. Without this support function embedded into the service, jobseekers would not be able to use the service effectively or leverage the personalised job alerts.

The team at DWP chose Freshdesk from Freshworks to provide support to those that need it, including automation of the processes to save time and reduce potential mistakes, and workflow management to allow team members to collaborate on issues as and when required. The team also use Freshdesk to provide management with information when jobseekers and employers are having problems using the service, helping the service team to redesign elements and make continuous improvements to the Find a job site.

Dally Singh, [Product Support Manager] at DWP commented, “Implementing Freshdesk has allowed the Find a job service team to work more effectively, as well as giving us data on where people are having problems using the service. This helps us improve and enhance the service continuously, helping jobseekers stay online and quickly find roles that are right for them. The team at Freshworks made the implementation process fast and simple for us, helping us provide an excellent customer experience to jobseekers using Find a job.”

Simon Johnson, General Manager UKI at Freshworks, said, “Running any large online public sector service means thinking about how you will support members of the public at scale. Using cloud services, automation and AI can help solve problems quickly and efficiently, making it easier to help citizens use the service and get the value that they require. Getting data out of these interactions helps everyone improve the customer experience over time.”