Freshworks Inc. builds uncomplicated service software that delivers exceptional customer and employee experiences. Its enterprise-grade solutions are powerful yet intuitive, and quick to deliver value. With a people-first approach to AI, Freshworks helps teams be more effective and organizations more productive. More than 75,000 companies—including Bridgestone, New Balance, S&P Global, and Sony Music—trust Freshworks to improve service efficiency and fuel long-term loyalty.
Brogan Taylor is the Vice President of Enterprise and Strategic Sales.
For the last six years, the Freshworks team has been refining its enterprise sales strategy. In 2023, as the team continued to push further up-market and into more complex selling environments, they realized the need to evolve their strategic approach with their largest prospects.
Freshworks identified three core areas that needed improved operationalization:
Initially, Freshworks used spreadsheets for mutual action plans. This failed to create quick and easy customer collaboration needed to close deals faster.
"We wanted to partner with a company that could help make Freshworks truly strategic to our most important enterprise accounts," explains Brogan. "It wasn't just about winning deals—it was about accelerating our path to C-level relevance to get our prospects bought into the value we provide faster."
After evaluating multiple platforms, Freshworks launched a proof of concept with Accord. The POC delivered strong results with 30 initial users, leading to a more official rollout across 75 AEs, Sales Engineers, and Leaders. The platform has since expanded internationally with 200+ internal users.
One of the biggest keys to success for Brogan was how readily prospects embraced the collaborative approach. “Accord creates dual accountability, which keeps both sides aligned on key business milestones,” he explains. “Our prospects and customers appreciate it because it helps them tie timelines and outcomes to key business events, accelerating their internal processes. For Freshworks, it drives greater revenue and post-sale resource predictability, while keeping deals on track.”
He adds, “When customers share their strategic priorities and invest in collaborating toward shared goals, we become a trusted advisor—not just another vendor.”
The platform enables Freshworks to work backward from customer strategic goals—whether it's preparing for an IPO, achieving compliance requirements, or other C-level priorities—and align both teams around unified project timelines. This approach transforms Freshworks from a feature-focused vendor to a strategic partner invested in customer success.
A key benefit has been the ability to quickly disqualify unengaged prospects based on their activity in Accord. Freshworks now mandates that all Deal Reviews include a detailed stakeholder map in Accord to ensure that the right decision-makers, influencers, and champions are included in the deal.
"If someone's highly engaged in Accord, we know we have an engaged customer working toward a shared goal and outcomes," says Brogan. "It has sharpened our ability to forecast because we're not wasting time on deals where there's no real strategic alignment."
The team also leverages Accord Intelligence to fast-track account research, allowing sales reps to prepare for meetings in minutes rather than spending 2-3 hours manually researching prospects across multiple platforms.
As of Q4 2025, Freshworks prospects spending $50K+ annually grew by more than 21%, from 3,053 to over 3,700. This upmarket momentum surge, with our enterprise cohorts outpacing overall growth – proves Freshworks’ ability to consistently win and scale within the world’s most complex organizations.
The strategic partnership approach delivered measurable improvements across four key areas:
"The thing that used to keep me up at night was unpredictable forecasting," explains Brogan. "With Accord, that stress is gone. When customers are invested in collaborating toward their strategic goals, I can more confidently predict key swing deals each quarter. Before, it was just spreadsheets with numbers and dates the reps put in. I just couldn't trust one-way action plans because I did not have visibility into whether the customer was also engaged and in agreement with the goals and timelines. Accord removed that guesswork."
Freshworks continues scaling Accord across international teams, building on viral adoption from their North American rollout.
"What started as a pilot became viral at Freshworks. Reps realized it helped them become differentiated as strategic partners, and customers loved that we were helping them manage key C-level projects and timelines—all while giving leadership insight into our most strategic deals."
