113 Ratings
157 Ratings
113 Ratings
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Score 8.1 out of 100
157 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Feature Set Ratings

    Sales Force Automation

    7.5

    Freshworks CRM

    75%

    Salesforce CPQ

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

    Customer data management / contact management

    8.2
    82%
    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

    7.3
    73%
    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

    7.2
    72%
    51 Ratings
    N/A
    0 Ratings

    Channel / partner relationship management

    5.8
    58%
    38 Ratings
    N/A
    0 Ratings

    Marketing Automation

    7.8

    Freshworks CRM

    78%

    Salesforce CPQ

    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

    7.6
    76%
    48 Ratings
    N/A
    0 Ratings

    CRM Project Management

    8.5

    Freshworks CRM

    85%

    Salesforce CPQ

    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%

    Salesforce CPQ

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

    Forecasting

    7.1
    71%
    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%

    Salesforce CPQ

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

    Custom fields

    6.9
    69%
    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

    7.9

    Freshworks CRM

    79%

    Salesforce CPQ

    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%

    Salesforce CPQ

    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

    CPQ

    Freshworks CRM

    Feature Set Not Supported
    N/A
    8.8

    Salesforce CPQ

    88%
    Salesforce CPQ ranks higher in 11/11 features

    Quote sharing/sending

    N/A
    0 Ratings
    9.1
    91%
    29 Ratings

    Product configuration

    N/A
    0 Ratings
    8.3
    83%
    30 Ratings

    Configuration options

    N/A
    0 Ratings
    8.7
    87%
    28 Ratings

    Pricing rules

    N/A
    0 Ratings
    9.1
    91%
    27 Ratings

    Price adjustment

    N/A
    0 Ratings
    9.3
    93%
    29 Ratings

    Purchase history and open contracts

    N/A
    0 Ratings
    8.4
    84%
    22 Ratings

    Guided selling/Sales portal

    N/A
    0 Ratings
    8.1
    81%
    18 Ratings

    CPQ reporting & analytics

    N/A
    0 Ratings
    8.8
    88%
    22 Ratings

    CPQ-CRM integration

    N/A
    0 Ratings
    9.3
    93%
    27 Ratings

    Attachments to quotes

    N/A
    0 Ratings
    8.6
    86%
    29 Ratings

    Order capturing

    N/A
    0 Ratings
    8.7
    87%
    12 Ratings

    Attribute Ratings

    • Salesforce CPQ is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    7.9

    Freshworks CRM

    79%
    55 Ratings
    9.0

    Salesforce CPQ

    90%
    39 Ratings

    Likelihood to Renew

    Freshworks CRM

    N/A
    0 Ratings
    9.1

    Salesforce CPQ

    91%
    1 Rating

    Usability

    8.4

    Freshworks CRM

    84%
    7 Ratings
    8.6

    Salesforce CPQ

    86%
    3 Ratings

    Availability

    Freshworks CRM

    N/A
    0 Ratings
    9.1

    Salesforce CPQ

    91%
    2 Ratings

    Performance

    Freshworks CRM

    N/A
    0 Ratings
    8.2

    Salesforce CPQ

    82%
    2 Ratings

    Support Rating

    7.1

    Freshworks CRM

    71%
    6 Ratings
    7.9

    Salesforce CPQ

    79%
    24 Ratings

    Product Scalability

    Freshworks CRM

    N/A
    0 Ratings
    8.2

    Salesforce CPQ

    82%
    1 Rating

    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

    Salesforce

    What I like best is the ease of use to be able to track all opportunities and quotes in my daily sales tracker I also like the fact that you can reorganize the view for your opportunities. For instance, it is very similar to a spreadsheet where you can filter them by date, dollar amount, name, and several other ways. I found this to be less appropriate when we have to do multiple roles while assigning one task to multiple users. Column resizing within the Quote Line Editor is not supported in the Salesforce mobile app.
    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

    Salesforce

    • Salesforce CPQ easily maps to standard and custom fields within the opportunity in SFDC, allowing you to avoid time spent duplicating effort or copying and pasting deal criteria.
    • Salesforce CPQ connects directly to pre-determined price book, making it very easy to provide a proposal based on standard cost and/or add discounts to standard cost and reflect those reductions on the order form as appropriate.
    • Salesforce CPQ provides the ability for administrators to configure workflows for approval based on certain discount %'s on the standard cost, offering a quick and easy way to route automatically through the organization for approval.
    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

    Salesforce

    • More complex product and configuration rules seem overly complex. If any math is required in a rule, even simple quantity rules can very complicated.
    • Quote templates while easy to customize are very simple in their layout. We'd like to be able to have more dynamic and visually appealing quote templates.
    • Guided selling is lacking in very basic ways. You can't create questions with dependencies for "if this, then that" or an intuitive questionnaire or guided selling wizard.
    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

    Salesforce CPQ

    Starting Price

    $30 Per User per Month

    Editions & Modules

    Salesforce CPQ editions and modules pricing
    EditionModules
    Basic$301
    Professional$502
    Enterprise$753

    Footnotes

    1. Per User per Month
    2. Per User per Month
    3. Per User per Month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional Details

    Likelihood to Renew

    Freshworks Inc

    No answers on this topic

    Salesforce

    The company is very easy to work with and is growing by leaps and bounds. We do not anticipate switching vendors anytime in the near future
    Read full review

    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

    Salesforce

    After the initial set up, end users who are not the most tech savy are generally finding it easy to navigate
    Read full review

    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

    Salesforce

    There have been some issues with multi-year pricing of certain products and services which we have been assured will be resolved but I guess are still underway, the support team apart from this has not been needed much and in the rare scenarios, it has been needed the resolutions of conflicts has been prompt and quick, so the overall support would have my high regards for being so helpful and customer-oriented so as to assure good performance of their toolset and customer satisfaction.
    Read full review

    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

    Salesforce

    There is no comparison to a fully functional instance of CPQ. Nothing comes close due to the amount of customization and ease of use that CPQ offers once it's fully built out. Other solutions may be easier to build or administer, but for the users and business needs, CPQ is the best solution possible.
    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

    Salesforce

    • The use of Steelbrick has created significant positive productivity for Mitsubish Electric sales. An online price book and quote input function, along with the ability to clone a quote to efficiently start a new quote has improved sales process and inventory planning. This elevated our sales teams from monthly spreadsheet submissions to real time opportunity and inventory planning.
    • Use of SteelBrick also improved customer service. When a customer places an order today, the sales order processing team has ready access to approved proposals and pricing, instead of looking for the appropriate spreadsheet file containing a customer proposal.
    Read full review

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