The complexity audit: How to identify and quantify hidden inefficiencies with Freshworks

Organizational complexity is the silent killer of productivity and growth. Yet most organizations have learned to accept it as "just how enterprise technology works." That acceptance is creating widening competitive gaps.

This session presents a comprehensive framework for understanding, measuring, and eliminating complexity based on research across 706 organizations.

You'll learn the "complexity audit" methodology for identifying hidden costs, the "intelligent subtraction" strategy for consolidation, and the four-pillar approach to transformation.

See how complexity manifests differently across IT operations, customer service, and employee services—and why solutions that work in one domain often fail in others. Explore real examples of organizations that eliminated complexity and achieved 30-40% cost reductions, 40% efficiency improvements, and transformation from reactive to strategic operations.

Key Takeaways:

Four-pillar framework for complexity elimination: unify technology, simplify processes, empower people, measure outcomes
Complexity audit methodology reveals organizations use 15+ tools when they think they have 7-8
Phased consolidation approach proves value through quick wins before comprehensive transformation

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