Item: Freshsales
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

We brought on [Freshworks CRM (formerly Freshsales)] as a replacement for Salesforce. We needed a way to track leads through the sales cycle and provide reports to our executives. [Freshworks CRM] allows us to manage leads, contacts, accounts, and deals. We also use it for sales campaigns as needed. This is being used only by our Sales department but as our Support team uses FreshDesk, we can see any Support tickets that have been raised by our customers in the platform as well which is helpful.

Pros and Cons

Importing Leads
Allowing multiple pipelines
Sharing reports and dashboards with others

Leads and Contacts do not seem to be adequately defined.
Reporting is not as robust as we would like it to be
Integration with FreshDesk is one way - we can see information from FreshDesk to FreshSales but not vice versa

Return on Investment

Simple and effective way to provide an updated funnel to executives
We spend much less time organizing, sending, and updating spreadsheets or Google sheets and can focus on business development efforts instead
Allows us to stop digging through emails for information on leads, prospects, companies, and opportunities

Alternatives Considered

Salesforce Lightning Platform (formerly Salesforce App Cloud)

We are a smaller company and simply were not seeing the value in what we were paying Salesforce. We needed a robust opportunity and lead management system that was affordable and [Freshworks CRM (formerly Freshsales)] has provided us with that. We are now able to track leads, opportunities and funnels easily and quickly report on these to senior staff who rely on this information for their board meetings.

Key Insights

Do you think Freshsales delivers good value for the price?

Yes

Are you happy with Freshsales's feature set?

Yes

Did Freshsales live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Freshsales go as expected?

I wasn't involved with the implementation phase

Would you buy Freshsales again?

Yes

Other Software Used

Slack, Jira Work Management (Jira Core)

Usability

Overall this is a solid platform that, as a Salesforce competitor, delivers a good value. I think that it is a bit over complicated and that it would be helpful to offer a better support system from an account level.

Support Rating

The team does try to be responsive, but there is a definite lack of organization and a noticeable delay in the time it takes to get assistance.

Likelihood to Recommend

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.

FreshSales is a great alternative to Salesforce for smaller organizations !

Software Version

Overall Satisfaction with Freshworks CRM (formerly Freshsales)