Uncomplicating enterprise tech: the fastest path to efficiency and growth

Simon Morris, Solutions Engineering Leader for Europe, Freshworks

---

Across every industry, businesses are under pressure to do more with less – to deliver growth, improve customer experience and cut costs across the board. But in the race to integrate the latest solutions, many organisations have discovered that the very technology meant to save them money has instead created new layers of complexity.

 

At Freshworks, our mission is simple: to uncomplicate enterprise software. Because when systems are easier to use, organisations spend less time managing IT issues and more time delivering value for their customers and employees.

 

The complexity trap

 

Decades of layering new tools, integrations and legacy platforms have left many businesses entangled in unnecessarily complex systems that are difficult to manage, expensive to maintain and slow to change. Each new feature or upgrade, however well-intentioned, adds another layer of complexity to an already tangled web.

 

And this complexity carries a hidden cost. It inflates operating expenses, diverts investment away from innovation and makes businesses less agile in responding to market shifts, until businesses end up spending too much on just running the business and not enough on delivering value to customers and employees.

 

And this isn’t just theoretical – complexity has a measurable cost. Freshworks’ Cost of Complexity report found that businesses now waste 20 per cent of their software budgets due to unnecessary complexity, and employees lose nearly a full working day each week battling fragmented tools and processes.

 

Simplicity as a strategy

 

The key to reclaiming efficiency lies not in adding more technology but in simplifying what already exists. Freshworks partners with nearly 75,000 organisations worldwide including McLaren Racing, New Balance and Sony Music to make their operations more efficient.

 

Consider the example of Travis Perkins, a UK supplier of building materials. After nearly a decade with a legacy software vendor, its systems had become so complex that even small IT changes were time-consuming and costly. After switching vendors, Travis Perkins saw the benefits of Freshworks’ solutions in less than three months. This resulted in fewer people being tied up in managing IT systems, lower operational costs and more resources focused on high-value, priority work.

 

Making AI practical

 

For many organisations, AI feels like both a promise and a pressure. The pace of change is rapid, and the question for leaders is not whether to use AI, but how to do so in a way that enhances existing operations rather than overwhelming them.

 

Freshworks’ solutions make AI practical by helping businesses automate repetitive, low-value tasks so employees can focus on higher-impact work. For example, Gail’s Bakery was managing around 3,000 customer queries each month. After partnering with Freshworks, AI automation reduced that number to 1,000 – freeing up staff to solve more meaningful problems and create value for their customers.

 

People at the centre of transformation

 

While AI can streamline operations, people remain at the heart of every successful business transformation. At Freshworks, we believe that AI isn’t a substitute for human talent, it is a force multiplier. It should unlock the potential of people, not stifle it.

 

This mindset shift is what allows organisations to grow sustainably. Simplifying systems doesn’t just reduce costs; it enhances employee satisfaction, strengthens customer trust and creates space for real innovation.

 

A commitment to change

 

Uncomplicating business IT isn’t about doing less – it’s about removing the barriers that slow organisations down. By reducing unnecessary complexity and adopting tools that are intuitive and practical, businesses free up time, lower operational costs and make it easier for teams to focus on more meaningful work. The result is a more agile organisation that can respond faster, support its people better and stay prepared for whatever comes next.

---

Uncomplicate your IT so your teams can focus on meaningful, high-value work

---

Simon Morris, Solutions Engineering Leader for Europe, Freshworks