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In this interview from Freshworks Refresh 2026, John Boers, system administrator for the Freshservice tool at New Balance, joins theCUBE Research's Bob Laliberte to discuss how a global Freshservice rollout replaced a fragmented legacy system with a unified, employee-friendly service platform. Boers explains how the previous tool was agent-centric, hard to use and slow — and how Freshservice gave New Balance a single, intuitive service layer capable of routing tickets accurately, enabling self-service resolution and freeing IT staff to focus on higher-value work. The deployment, completed in just a couple of months with implementation partner Whitlock, launched globally from day one rather than through a staged regional rollout — a deliberate decision to unify service delivery across every corner of the business. The conversation also explores how organic adoption across departments validated the platform's ease of use, with teams in finance, facilities, retail and loss prevention proactively requesting access after hearing positive results. Boers details a Workday-integrated onboarding module that automatically generates provisioning tickets for new hires, eliminating manual intake and reducing friction for hiring managers. He also reflects on his own growth alongside the tool, having developed API skills on the job to connect Freshservice with external systems. The discussion closes on a forward-looking note, with Boers highlighting his anticipation of the agentic AI capabilities unveiled at Refresh 2026 — features he expects will automate routine workflows and free his team for more strategic work across the business. Find more SiliconANGLE news and analysis https://siliconangle.com/ Follow theCUBE's wall-to-wall event coverage https://siliconangle.com/events/ Learn about the latest theCUBE events https://www.thecube.net/ 00:00 - Intro 00:05 - Transforming IT Expectations: John's Journey with New Balance and Freshservice 02:41 - Enhancing Employee Experience through Continuous Improvement and Adoption with Freshservice 04:47 - Journey Through Innovation: Reflections and Future Insights #theCUBE #FreshworksRefresh #theCUBEresearch #Freshworks #NewBalance #ITSM

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