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"How TaylorMade Modernized Service Delivery with Freshservice and AI"

From ticket queues to tee times--rethinking IT service management with people-first automation.

In this Refresh North America 2025 conversation, theCUBE’s Bob Laliberte speaks with Jason Aloia, vice president of product management at Freshworks, and Ali Chitsaz, AI implementation leader at TaylorMade Golf Company, about what it really takes to modernize IT service delivery without adding complexity. Chitsaz walks through TaylorMade’s seven-year journey from legacy, on-prem ITSM to a cloud-based Freshservice platform that enables lean teams to design and deploy workflows in real time without heavy reliance on professional services.

The discussion explores how TaylorMade uses Freshservice and Freddy AI (internally branded as “Caddy”) to automate approvals, deflect tier-one requests, and support a globally distributed workforce across languages and time zones. Aloia outlines Freshworks’ approach to reducing enterprise IT complexity through fast time to value and people-first AI, while TaylorMade’s AI council shares how narrowly scoped use cases like password resets and onboarding are shortening incident windows and making IT nearly invisible to employees. The result is a service experience that keeps teams focused on innovation, not infrastructure.

Offered Free by: Freshworks
See All Resources from: Freshworks