Answered Essay: 3.1 Case – Amazon Respond to the questions in detail, in two – three pages or 700-1000 words

3.1 Case – Amazon

Respond to the questions in detail, in two – three pages or 700-1000 words.

Use the following video: https://www.youtube.com/watch?v=oZJJr7P7uNs

Freshdesk is a cloud-based platform that offers Software as a Service (SaaS) solutions for common customer service functions, such as automated handling of customer support tickets, maintenance of community forums, live chat support and phone support, and an automatically updated knowledge base that converts common customer service responses into permanent articles. Businesses sign up for one of several payment plans depending on their budgets and needs, ranging from as low as $15 per month to pricier plans for businesses with more significant customer service demands case Founded in 2010, Freshdesk has found a niche among companies requiring a customer support platform that could scale along with their growth. Along with competitors Zendesk and Salesforce.coms Desk.com, Freshdesk has experienced rapid growth, reaching 28,000 customers in just four years. As an SaaS-based platform, Freshdesk realized that it made more sense to move its own operations to the cloud than to invest heavily in its own in-house infrastructure. So while thousands of companies are now relying on Freshdesk for their customer service software, Freshdesk itself relies on Amazon Web Services (AWS) to house its software platform.

Freshdesk is a cloud-based platform that offers Software as a Service (SaaS) solutions for common customer service functions, such as automated handling of customer support tickets, maintenance of community forums, live chat support and phone support, and an automatically updated knowledge base that converts common customer service responses into permanent articles. Businesses sign up for one of several payment plans depending on their budgets and needs, ranging from as low as $15 per month to pricier plans for businesses with more significant customer service demands case Founded in 2010, Freshdesk has found a niche among companies requiring a customer support platform that could scale along with their growth. Along with competitors Zendesk and Salesforce.com’s Desk.com, Freshdesk has experienced rapid growth, reaching 28,000 customers in just four years. As an SaaS-based platform, Freshdesk realized that it made more sense to move its own operations to the cloud than to invest heavily in its own in-house infrastructure. So while thousands of companies are now relying on Freshdesk for their customer service software, Freshdesk itself relies on Amazon Web Services (AWS) to house its software platform.

Expert Answer

Answer

Freshdesk provides online services for customer support and internal support for companies supporting 28,000 customers and uses Amazon EC2 Reserved Instances to lower its infrastructure cost by 75%. The company also uses AWS OpsWorks to automate the entirety of its code deployments.

It is a good candidate becuase it has to reduce its Investment in hardware and software investment, ensure SLA , has to have Backup and Recovery with Quick Deployments and also needs haeavy Expandable Storage Capacities and needs Enterprise Service Bus to Consolidate all applications into a centralized service delivery with Optimization of the application portfolio of the enterprise

Freshdesk lowered its infrastructure cost by 75% using AWS.

Redshift’s data warehouse service provides convinience by offering scalable , flexible data warehousing services, which greshdesk could use to seamlessly integrate with different Business Intelligence tools. Basically Freshdesk needs extensive Data Analytics and BI tools, as its main core USP is its intelligent workflow and routing capabilities based on its Intelligent Knowledge base which could be achieved only using BI tools. Now ith the huge data warehousing requirements, basically to ensure they use their data effectively and efficiently, coupled with BI requirement, redshift offers a convinent pay-as-you go as well as cloud service where there is no need to invest more and ensure their data is warehoused safely, securely, flexibly as well as integrated with BI tools al with a pay as you go concept and dynamically a fast service with almost no downtime.

Opsworks helps Freshdesk to manage all its applications, with an ease in deployment and runing their application. Companies like Freshdesk which could potentially have the requirement to run many applications and changes this deployment process could be very comfortable, secure and safe as well as come away from the risk of complicating the coding and operation of its application with its heavy time consuming tasks. Thus they save time, resources and money with an enhanced safety security and reduced downtime.

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