Singapore – EPN.Cloud , a cloud-native distributor in Taiwan, has recently partnered with software development firm Freshworks in a move to support the latter in developing reseller channels and promoting people-centric AI solutions.
Under this partnership, EPN.Cloud will act as a distributor of Freshworks in the Asia-Pacific region, offering businesses innovative customer and employee engagement solutions. This move is designed to empower their digital transformation and operational growth.
Commenting about the initiative, James Yeh, General Manager of EPN.Cloud, said, “According to a report by Fortune Business Insights, the global IT Service Management (ITSM) market* is projected to grow from USD 10.51 billion in 2023 to USD 36.78 billion by 2032, with a compound annual growth rate (CAGR) of 15.1% during the forecast period. Meanwhile, the customer engagement solutions market is expected to expand from USD 24.36 billion in 2025 to USD 48.51 billion by 2032, growing at a CAGR of 10.3%. These figures indicate significant market growth in these sectors over the coming years.”
“While ServiceNow holds strong brand influence in the ITSM space, its solutions are often designed for large enterprises, exceeding the practical needs of mid-sized enterprises with high costs and complex features. In contrast, Freshworks focuses on mid-sized and rapidly growing businesses, offering uncomplicated software that delivers rapid impact,” he further continued.
Moreover, the acquisition of Device42 has allowed Freshworks to integrate strong IT operations management and service management capabilities. This collaboration includes offering a unified service platform, advanced IT asset discovery, application dependency mapping, and enhanced risk prediction and incident resolution.
Yeh then noted, “Particularly after acquiring Device42, Freshworks’ ITSM capabilities have been significantly enhanced, providing comprehensive functionalities at lower costs that better align with business needs. Our partnership with Freshworks targets this market gap, delivering tailored ITSM and customer engagement solutions to help customers achieve their goals with faster deployments and reduced capital expenditures. Looking ahead, we will work closely with Freshworks to deepen our presence in the APAC market, develop regional reseller channels, and enhance our competitive edge.”
Among the Freshworks tools promoted by the EPN.Cloud is IT service management; a solution designed for internal enterprise use. This offering provides flexible ITSM solutions that efficiently manage IT services while improving service delivery accuracy and speed.
Next is an IT asset management capability that stands out against competitors such as ServiceNow and Atlassian, offering strong advantages in asset and issue management.
Another significant solution offered is its customer service management feature that focuses on external customers. This AI-powered multi-channel platform allows businesses to address customer needs efficiently, automate customer service processes, and enhance satisfaction.
Varun Vig, senior director of channels and partnerships at Freshworks APAC, Japan and India, remarked, “Freshworks specialises in delivering uncomplicated service software that helps organisations deliver exceptional customer and employee experiences. From streamlined IT service management for employee engagement to omnichannel customer service solutions, our AI service software enhances the productivity and effectiveness of teams across the business.”
