How Freshworks Built a Scalable, Data-Driven Office Pantry Program with Crafty

At a Glance

Challenge:

Scale a people‑first office pantry experience across multiple offices without increasing operational burden.

Solution:

Partner with Crafty to build a scalable workplace food program powered by pantry management, inventory management, and an Employee Voting pilot

Key Results:

• Reduced time spent on pantry inventory and ordering
• More time for employee engagement and workplace programming
• Piloting employee snack voting through employee committees
• More consistent workplace experiences across offices

Scaling a People-First Workplace Experience

Freshworks, a leading provider of AI-powered customer service, IT, and employee experience software, has built its culture around "inclusive growth" and "heart-led leadership." That people‑first philosophy has earned the multinational company repeated recognition by Best Places to Work and directly shapes how it designs its workspaces.

With four US offices and plans for further expansion, Freshworks faced a scaling challenge: how to deliver a high‑touch, personalized employee experience across locations without compromising consistency, operational efficiency, or cost control. 

As Senior Manager of Workplace for North America, Jordan Eugenio oversees all four US locations and opened three during his first year with the company alone."My job is to curate workplaces where people can do their absolute best work," says Jordan. 

"Whether that's managing offices, launching a new space, or supporting events internally, I'm here to improve the day-to-day employee experience in the office, and I'm always on the hunt for the best tools to help me do that."

A thoughtfully designed workplace food program proved to be one of those tools.

To preserve and scale that experience, Freshworks partnered with Crafty to build a workplace food program designed to evolve as they did.  By combining proactive hospitality-led service with the Crafty Platform, the workplace team gained the operational support and visibility needed to deliver a consistent employee experience across every office while freeing up time to focus on their people.

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Why Manual Office Pantry Management Doesn't Scale

Creating a great employee experience is only possible when workplace teams have the time to focus on it. 

"With our previous vendor, we were taking inventory ourselves and manually placing orders," says Jordan. "It was a very archaic process. Instead of focusing on employees and creating great workplace experiences, we were spending our time counting products and managing spreadsheets. That's not how workplace teams should be spending their day."

A lack of visibility made those tasks even more difficult. Without reliable reporting, the team had limited insight into what employees were actually consuming, which products were underperforming, or how spending varied from office to office. Making informed decisions often meant relying on manual processes and educated guesses rather than real data.

Freshworks reached the same conclusion many growing workplace teams eventually face: continuing to scale with the existing approach would require spending more time managing pantry operations instead of improving the employee experience. The team needed an office pantry provider partner that met their needs at a high level. 

"Crafty took pantry management off our plate so we could focus on what we're actually here to do: create a great employee experience," says Jordan. "Now we have the visibility we need into our budget and every office's program without spending hours managing it ourselves."

How Crafty Automated Office Pantry Management

With Crafty managing weekly pantry inventory and simplifying the ordering process, Freshworks' workplace team no longer spends valuable time checking stock levels or manually managing pantry operations.

Instead, inventory management has become largely hands-off. The team reviews recommendations, makes adjustments when needed, and trusts Crafty to handle the day-to-day work of keeping pantries stocked.

"We are no longer taking inventory of our product. We know that Crafty does that on a weekly basis... everything else is kind of hands-off,” adds Jordan. 

The biggest impact isn't simply operational efficiency, it's what that efficiency makes possible.

Instead of spending hours on repetitive administrative tasks like inventory checks and reordering, the workplace team can focus on the work that has the greatest impact on employees. That includes coordinating onsite and offsite events, engaging with employees throughout the office, and creating a consistent workplace experience across every location.

As Jordan explains, "Crafty helps us get our time back." That reclaimed time has also allowed the team to document processes, build standard operating procedures, and strengthen workplace operations for the future.

By removing the administrative burden of pantry management, Crafty enables the Freshworks workplace team to spend less time managing snacks and more time serving the people who enjoy them.

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Using Office Pantry Data to Optimize Employee Experience

In addition to reducing manual work, Crafty has given the Freshworks team the confidence to make smarter, data-driven workplace decisions.

Today, the Crafty Platform feeds Freshworks' workplace planning. Each week, Jordan's team reviews pantry performance data alongside broader workplace initiatives, using Crafty's reporting to identify opportunities, adjust budgets, and optimize the employee experience.

"Crafty is integral to our strategic conversations" says Jordan. "We look at where we are in our budget and what adjustments we can make because one thing we like to do is optimize for impact."

Historical and real-time data let the team plan proactively. For example, when they know office attendance will spike at the end of June, they use the previous year’s consumption data to plan accordingly. If a snack underperforms, the team shares Crafty’s usage reports with each office’s employee-led food committee and crowdsources replacements rather than deciding unilaterally.

“Anytime there’s a low performer or something’s out of stock, we involve our offices to make sure what we put out is exactly what’s wanted,” Jordan explains. “That collaboration helps prevent unnecessary waste and shows our team members that their voices are heard.”

With a clear picture of pantry performance across every location, the team can confidently adapt its programs as employee needs evolve.

"As we scale quickly, Crafty’s data gives us the pulse we need to tailor our amenities so our investment into food and beverage delivers real, measurable value," continues Jordan.  

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Freshworks Top Pantry Products

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How Crafty's Workplace Food Programs Supports Employee Retention

For Freshworks, office food and beverage is as much about keeping employees fed as it is about creating a workplace people genuinely want to be part of.

Operating in Silicon Valley, where employees have come to expect exceptional workplace experiences, Freshworks views its food and beverage program as an important differentiator in attracting and retaining top talent.

"It's incredibly important to have a food and beverage program," says Jordan. "It keeps us competitive with other employers. We want to make sure we're offering the same, similar, or even better amenities than other workplaces in the Bay Area."

But the impact extends beyond recruiting. Keeping that experience meaningful requires listening to the people using the program every day. Instead of  making pantry decisions in isolation, Freshworks gives employees an active role in shaping the workplace experience. Each region has an employee food committee that meets regularly with the Workplace team to share feedback, recommend new products, and discuss what's working across its offices.

"We really wanted to take it a step further and say, 'Why don't you help inform what we put in our offices?'" Jordan explains. "Those conversations help us understand what's working, what's missing, and what our teams are actually looking for."

As the program has grown, so has the need for a more scalable way to gather feedback. Freshworks is now piloting Crafty's new Employee Voting feature, beginning with its Bellevue office, to complement its existing food committees. The feature allows employees to vote on products they'd like to see stocked and flag items they'd like removed, giving the Workplace team a centralized way to capture employee preferences alongside real consumption data.

"The workplace team isn't really the decision maker," says Jordan. "We're the drivers. Our job is to help bring our employees' ideas to life."

Why Freshworks Continues to Choose Crafty

As Freshworks has grown, Crafty has continued to deliver the tools, insights, and service that help the workplace team operate more efficiently while creating a better employee experience.

• Pantry Management: A fully managed pantry program that keeps offices stocked, organized, and running smoothly with less manual work.
• Inventory Management: Real-time inventory and consumption data that helps the team optimize products, reduce waste, and make informed purchasing decisions.
• Employee Voting: Direct employee feedback that ensures the pantry evolves alongside changing preferences and gives employees a voice in the workplace experience.

Building a Workplace That Scales

As Freshworks continues to grow, its workplace team is spending less time managing pantry operations and more time creating the kind of workplace employees want to be part of. By combining proactive service, real-time data, and employee feedback, Crafty has helped transform the company’s workplace food program from an operational task into a strategic investment that supports hiring, strengthens culture, and scales alongside the business.

Jordan adds, "Moving into a new office is never easy…..Food is the way to people's hearts and souls here. When we invest in that experience, we're investing in our people."