Freshdesk vs IBM Maximo comparison

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers. 

Freshdesk Features and Benefits

Some of the solution's top features and benefits include:

• Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.

• Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.

• Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.

• Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.

• Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.
  
  With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.

• Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
  
  
• Integration: Freshdesk’s open API can be used to integrate the solution with multiple  third-party systems. 

• Comprehensive security: Freshdesk’s security features allow you to:
  
  
  • Set custom access permissions for agents.
  • Perform comprehensive audits of networks and systems.
  • Secure your own support domain or vanity URL with custom SSL certificates.
  • Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
  • Set up SSO scripts for credential authentication.

Reviews from Real Users

Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

IBM Maximo is designed to help organizations effectively manage and maintain their physical assets, such as equipment, facilities, and infrastructure. Maximo provides a comprehensive set of tools and features to optimize asset performance, increase operational efficiency, and reduce maintenance costs. 

With Maximo, organizations can track asset information, schedule maintenance activities, manage work orders, and generate reports for data-driven decision-making. It enables proactive maintenance planning, streamlines workflows, and improves asset uptime. Maximo is scalable, flexible, and can integrate with other enterprise systems to provide a unified view of asset information. Overall, IBM Maximo is a robust EAM solution that empowers organizations to effectively manage their assets throughout their lifecycle and maximize their value.

 IBM Maximo Features:

• Asset Management: Maximo enables organizations to effectively manage their assets by providing tools for asset tracking, maintenance scheduling, and condition monitoring. It helps organizations maximize asset uptime and extend their lifespan.
• Work and Maintenance Management: The software allows users to create and manage work orders, track work progress, schedule maintenance activities, and allocate resources efficiently. It helps streamline maintenance processes and improve productivity.
• Inventory and Procurement Management: Maximo includes inventory management functionalities that enable organizations to track and manage their inventory levels, monitor stock availability, and streamline procurement processes. It helps optimize inventory usage and reduce costs.
• Service Management: Maximo facilitates service request management, incident tracking, and service level agreement (SLA) monitoring. It helps organizations deliver quality service to their customers and track service performance.
• Mobile Access: Maximo offers mobile capabilities, allowing users to access and update asset information, perform inspections, and manage work orders using mobile devices. It improves field workforce productivity and enables real-time data capture.
• Reporting and Analytics: The software provides robust reporting and analytics features, enabling users to generate custom reports, track key performance indicators (KPIs), and gain insights into asset performance and maintenance activities. It supports data-driven decision-making.
• Integration Capabilities: Maximo can integrate with other enterprise systems, such as financial systems, enterprise resource planning (ERP) software, and Internet of Things (IoT) platforms, to streamline data exchange and enable a unified view of asset information.
• Scalability and Flexibility: IBM Maximo is designed to support organizations of various sizes and industries, from small businesses to large enterprises. It offers flexibility to customize workflows, data fields, and business rules to align with specific organizational requirements.

IBM Maximo Benefits:

• Improved Asset Performance: Maximize uptime and extend asset lifespan through effective tracking, maintenance scheduling, and condition monitoring.
• Increased Efficiency: Streamline work orders, resource allocation, and maintenance processes for enhanced operational efficiency and productivity.
• Cost Reduction: Optimize inventory levels, streamline procurement, and reduce maintenance costs through proactive planning and resource utilization.
• Enhanced Service Delivery: Effectively manage service requests, track incidents, and monitor SLAs for improved customer satisfaction and service quality.
• Real-time Insights: Generate custom reports, track KPIs, and gain real-time insights into asset performance and maintenance activities for data-driven decision-making.
• Mobile Access and Field Productivity: Access and update asset information, perform inspections, and manage work orders using mobile devices, increasing field workforce productivity.
• Regulatory Compliance and Risk Management: Ensure compliance with regulations and standards, and proactively manage risks through maintenance planning and compliance monitoring.
• Integration and Scalability: Seamlessly integrate with other systems for a unified view of asset information, and accommodate the needs of organizations of various sizes and industries.

Reviews from Real Users

Chris Lok, COO / Developer at MaxLogic, states that IBM Maximo is “A rare enterprise asset management system with good ROI and helpful technical support”

Klemen Muhvič, Computer System Engineer at Informatika d.d., writes that IBM Maximo's "Most valuable features are the ability to create work orders and preventative maintenance."

Anil Bhagwatsaran, Application Specialist at Blue Waters, says that "The most valuable features of IBM Maximo are the overall power and interface, and there are a lot of different modules that we use that are helpful. Additionally, it's an integrated solution and it has a lot of capabilities."