Freshworks partners Unisys to drive IT service management for midmarket businesses

The new strategic relationship underscores Freshworks’ plans to scale the global distribution of its uncomplicated service software.

Freshworks announced a strategic partnership with Unisys to resell Freshworks’ modern IT Service Management (ITSM) solutions, including Freshservice and Device42. The partnership will focus on servicing the midmarket, which is an often overcharged and underserved segment in the ITSM landscape.

According to Laura Padilla, Senior Vice President of Global Channels and Partners at Freshworks, the collaboration with Unisys is driven by a shared view that the market needs a fresh approach to IT services. Both companies aim to disrupt the status quo with easy to use and deploy software that gives IT, operations, and business teams the ability to deliver exceptional experiences without complexity.

“The deep expertise and global reach of Unisys make the company the perfect partner to help us rapidly expand into both the mid-size and large enterprise markets,” said Padilla.

Unisys, a global technology solutions company that powers breakthroughs for the world's leading organizations, has a strong presence not just in the US but in APAC as well, servicing customers in Australia, Malaysia, India and others. Unisys also recently announced its full-year revenue of US$2,008.4 million, with a total contract value of US791 million, a 29 percent increase year-on-year driven by new logo signings.

Unisys was looking for alternatives to ServiceNow to better serve its thousands of mid-market and small enterprise customers. Statistics show that the midmarket and small enterprise customers make up US$13 trillion or one third of the US GDP, with the segment being overcharged and underserved by software vendors for decades.

Unisys will be the first large-scale Managed Service Provider (MSP) in the Freshworks ecosystem. As a powerful new channel for Freshworks, Unisys serves a diverse range of industries, including Commercial, Financial Service and Public Sectors.

Unisys secured a win with a U.S. midsized industrial company, which selected Freshservice over its previous ITSM provider and successfully went live in under 12 weeks. The ease of use, fast deployment, and quick time-to-value of Freshservice highlight the practical benefits of Freshworks’ approach while further enriching and strengthening the robust portfolio of Unisys in enterprise service management.

"We are thrilled to partner with Freshworks to deliver innovative solutions to mid-market and large enterprise companies. This collaboration leverages our global workforce of IT professionals and our vast expertise in ITSM and field services,” said Patrycja Sobera, Senior Vice President and General Manager of Digital Workplace Solutions business unit at Unisys.

“Together, we are well-positioned to drive significant value for our clients, enhancing their operations and delivering exceptional service experiences,” added Sobera.

Freshworks’ expanding partner ecosystem currently includes over 500 active partners. The vendor is looking to continues to grow its partner ecosystem this strategic collaboration.

With the global workforce of IT professionals at Unisys and the company's expertise in ITSM and field services, Freshworks is hoping the partnership gives them a good position to accelerate growth while reinforcing its mission to make ITSM accessible to midmarket businesses worldwide.