113 Ratings
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Score 8.1 out of 100
36 Ratings
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Score 7.3 out of 100

Feature Set Ratings

    Sales Force Automation

    7.5

    Freshworks CRM

    75%

    Pega Customer Decision Hub

    Feature Set Not Supported
    N/A
    Freshworks CRM ranks higher in 7/7 features

    Customer data management / contact management

    8.1
    81%
    52 Ratings
    N/A
    0 Ratings

    Workflow management

    8.3
    83%
    50 Ratings
    N/A
    0 Ratings

    Territory management

    8.7
    87%
    40 Ratings
    N/A
    0 Ratings

    Opportunity management

    7.2
    72%
    44 Ratings
    N/A
    0 Ratings

    Integration with email client (e.g., Outlook or Gmail)

    7.2
    72%
    51 Ratings
    N/A
    0 Ratings

    Interaction tracking

    7.1
    71%
    51 Ratings
    N/A
    0 Ratings

    Channel / partner relationship management

    5.8
    58%
    38 Ratings
    N/A
    0 Ratings

    Marketing Automation

    7.7

    Freshworks CRM

    77%

    Pega Customer Decision Hub

    Feature Set Not Supported
    N/A
    Freshworks CRM ranks higher in 2/2 features

    Lead management

    7.9
    79%
    47 Ratings
    N/A
    0 Ratings

    Email marketing

    7.5
    75%
    48 Ratings
    N/A
    0 Ratings

    CRM Project Management

    8.5

    Freshworks CRM

    85%

    Pega Customer Decision Hub

    Feature Set Not Supported
    N/A
    Freshworks CRM ranks higher in 2/2 features

    Task management

    8.6
    86%
    47 Ratings
    N/A
    0 Ratings

    Reporting

    8.5
    85%
    49 Ratings
    N/A
    0 Ratings

    CRM Reporting & Analytics

    7.9

    Freshworks CRM

    79%

    Pega Customer Decision Hub

    Feature Set Not Supported
    N/A
    Freshworks CRM ranks higher in 3/3 features

    Forecasting

    7.0
    70%
    43 Ratings
    N/A
    0 Ratings

    Pipeline visualization

    8.9
    89%
    51 Ratings
    N/A
    0 Ratings

    Customizable reports

    7.7
    77%
    45 Ratings
    N/A
    0 Ratings

    Customization

    6.9

    Freshworks CRM

    69%

    Pega Customer Decision Hub

    Feature Set Not Supported
    N/A
    Freshworks CRM ranks higher in 3/3 features

    Custom fields

    6.8
    68%
    49 Ratings
    N/A
    0 Ratings

    Custom objects

    8.1
    81%
    39 Ratings
    N/A
    0 Ratings

    API for custom integration

    5.9
    59%
    37 Ratings
    N/A
    0 Ratings

    Security

    7.8

    Freshworks CRM

    78%

    Pega Customer Decision Hub

    Feature Set Not Supported
    N/A
    Freshworks CRM ranks higher in 2/2 features

    Single sign-on capability

    8.0
    80%
    39 Ratings
    N/A
    0 Ratings

    Role-based user permissions

    7.7
    77%
    45 Ratings
    N/A
    0 Ratings

    Platform

    9.7

    Freshworks CRM

    97%

    Pega Customer Decision Hub

    Feature Set Not Supported
    N/A
    Freshworks CRM ranks higher in 1/1 features

    Mobile access

    9.7
    97%
    46 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Freshworks CRM is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    7.9

    Freshworks CRM

    79%
    55 Ratings
    6.5

    Pega Customer Decision Hub

    65%
    9 Ratings

    Usability

    8.4

    Freshworks CRM

    84%
    7 Ratings

    Pega Customer Decision Hub

    N/A
    0 Ratings

    Support Rating

    7.1

    Freshworks CRM

    71%
    6 Ratings

    Pega Customer Decision Hub

    N/A
    0 Ratings

    Likelihood to Recommend

    Freshworks Inc

    If you are a smaller organization you are probably ok to use [Freshworks CRM (formerly Freshsales)] vs Salesforce - you will save money and still get some great features. I would not recommend for a very large enterprise. It is also challenging to have the support come from another region although they do try to be very responsive.
    Read full review

    Pegasystems

    PRPC is a BPM and Case management suite from Pega Systems. Pega is a comprehensive suite which offers a unique theme of BPM development in the market. A no-coding approach based on rules with inheritance makes Pega a very powerful product but is very difficult to learn. Even, if we go to Pegasystems for training, we have to work on a project at least for a year to have some confidence. Areas where it requires improvements: 1) One of the first things that client's IT department questions about is proprietary BLOB column in PRPC, for them, it is a disadvantage, but as we all know BLOB is what makes the highly complex data model of any BPM application fit inside to a common schema which eliminates the help of a DBA. 2) Another area of improvement is: when using the wizards to generate rules (such as the connector wizards) you have to be careful about the level of coupling between the work object's data model and the interface's data model. This can also create maintenance issues. 3) The complete Pega suite of products have a long time to develop and deploy and it can be easily done using other low-cost software.
    Read full review

    Pros

    Freshworks Inc

    • It helps you automate your onboarding process for new leads.
    • It has lots of integrations with other apps, so you can interact with other things like calendars and calls.
    • It's pretty easy to set sequences so the platform automatically follows up with people for you. This is not only helpful for your sales pipeline, but also for client communication when working on a project that requires their input.
    Read full review

    Pegasystems

    • Ability to design custom integrated campaigns
    • Analytics to provide key insights and ability to tune your campaign accordingly
    • Ability to design agent workflows
    Read full review

    Cons

    Freshworks Inc

    • Persistent and pervasive down time
    • Lack of scalable integrations with data source (e.g., their Segment integration is barely functional and they won't improve it)
    • Slow and unhelpful customer service
    • Account management doesn't understand our business or what we're trying to accomplish
    • Email campaign feature is barely functional and only allows you to have 10 campaigns, even with the most expensive plan
    • Lead and contact records have gone missing and FreshSales is unable to recover data
    Read full review

    Pegasystems

    • Pega Customer Engagement Suite is ready to use out of the box with several features, but custom development is always needed.
    • Although new features can be quickly implemented, they have to go through a screening Business analysis process, QA screening and SCRUM based development.
    • Pega eliminates the need for custom code, but there are rare cases where an specific requirement has little to no support from Pega, and implementing custom code can break OOB functionality and make the system unstable.
    Read full review

    Pricing Details

    Freshworks CRM

    Starting Price

    $19 per user per month, billed annually

    Editions & Modules

    Freshworks CRM editions and modules pricing
    EditionModules
    Customer-for-Life Cloud - Growth$29.001
    Customer-for-Life Cloud - Pro$69.002
    Customer-for-Life Cloud - Enterprise$125.003
    Sales Cloud - Growth$29.004
    Sales Cloud - Pro$59.005
    Sales Cloud - Enterprise$99.006
    Marketing Cloud - Growth$19.007
    Marketing Cloud - Pro$59.008
    Marketing Cloud - Enterprise$99.009

    Footnotes

    1. per user per month, billed annually
    2. per user per month, billed annually
    3. per user per month, billed annually
    4. per user per month, billed annually
    5. per user per month, billed annually
    6. per user per month, billed annually
    7. per user per month, billed annually
    8. per user per month, billed annually
    9. per user per month, billed annually

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pega Customer Decision Hub

    Starting Price

    $97 Per User Per Month

    Editions & Modules

    Pega Customer Decision Hub editions and modules pricing
    EditionModules
    Unified Messaging$145.001
    Case Management$97.002
    Enterprise$165.003
    Digital Customer Engagement$260.004

    Footnotes

    1. Per User Per Month
    2. Per User Per Month
    3. Per User Per Month
    4. Per User Per Month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Usability

    Freshworks Inc

    I would give Freshworks CRM's overall usability a 7 out of 10. Although the software has improved since we first obtained it, it still could use improvements to make functionality more intuitive and easier for the average user. It is not that challenging but there is definitely a learning curve
    Read full review

    Pegasystems

    No answers on this topic

    Support Rating

    Freshworks Inc

    When you initially log in to Freshworks, you get snippets to guide you on how to set up. You have a chat option on every page so you can reach out to the support agent and get your issues resolved in real time. The agents are fast, responsive, and experienced in handling even a person who introduced CRM to the world...
    Read full review

    Pegasystems

    No answers on this topic

    Alternatives Considered

    Freshworks Inc

    Close.io has less features, costs more, and equally has an inside sales team focus, rather than being just as suitable for both inside and outside sales. Having said this, Close.io has important features and smart automations, a cleaner interface (easier for non-techs to use), and has very strong integrations using Zapier, plus SMS-based support. Where Freshsales won for us is that it ended up being nearly half the cost of Close.io, as well as included telephony support for our local country (Australia), whereas Close.io comes with USA/Canada numbers and requires the top pricing tier to include calls to other countries. We needed a telephony system that worked well for making and receiving from Australia. Freshsales won for us because their pricing is at a good point, had the telephony requirements we needed, and all the features that we required were good enough, or we found a workaround.
    Read full review

    Pegasystems

    I explained in detail in previous questions.
    Read full review

    Return on Investment

    Freshworks Inc

    • It is too soon to make a determination on ROI, but I do think it will help me be more efficient.
    • The reporting functions help me stay on track of sales opportunities.
    • The task reminders help me accelerate how quickly deals come together.
    Read full review

    Pegasystems

    • Cost savings on print marketing and email due to better targeting
    • More timely campaigns to reach customers at the right time
    Read full review

    Screenshots

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