CASE STUDY
By contrast , Freshdesk and Freshsales , Freshworks ' customer support software and customer relations management ( CRM ), respectively , were easily integrated with Lalamove ' s legacy system . Multiple custom processes were easily designed , while pre-existing ones were automated . Combined with the user-friendly interfaces of both Freshdesk and Freshsales – Lalamove ' s teams were able to quickly learn how to use them .
As a result of the successful and seamless integration of both Freshworks products , Lalamove was able to better track sales activities and customer engagement . This , in turn , resulted in a 24 % increase in sales conversion rate and a 58 % increase in customer engagement .
Data centralisation , automation and AI towards better sales efforts
Freshsales ' multiple features played a critical role in the improved efforts of Lalamove ' s sales teams . For example , the Unified Customer Record ( UCR ) enabled the storage of all customer and prospect information in a single , centralised location , making it easier for sales team members to track interactions with prospects across the sales pipeline .
On top of that , Lalamove ' s customer service teams were able to utilise features such as a centralised ticketing system , multi-channel support and a selfservice knowledge base to manage customer support tickets better and facilitate consistent support across all customer touchpoints .
Competitive edge through digitalisation
" Enhancing customer satisfaction through seamless customer experiences requires a smooth experience for both sales and customer support teams as well . With Freshworks , Lalamove staff were able to efficiently track prospects across the sales funnel , as well as customers until their support tickets were resolved ," said Simon Ma , Freshworks Director & Regional Manager for the ASEAN region .
" As competition in the on-demand and same-day delivery sector intensifies , differentiating a brand through excellent customer experiences , whether as prospects or long-time customers , is crucial for success ," he said . p
" Through the automation of tasks such as email sequences , templates and automated responses , our sales teams were able to streamline communication with prospects and customers . This freed up more time for them to focus on interactions that were crucial to lead conversion " said Brian Shia , Head of Corporate Solutions , Lalamove .
Lastly , interactions were enhanced by insights from Freddy , Freshworks ’ AI assistant . Freddy provided contextual insights that allowed sales teams to prioritise certain leads and increase lead conversion rates , in general .
Enhancing customer support with complete customer data
An advantage of using both Freshdesk and Freshsales is the native integration between all of Freshworks ' products and the resulting seamless data-sharing . Customer profiles in UCR not only enabled a better understanding of customer needs and preferences on the part of sales teams , but they were also leveraged to enhance efforts by customer support teams .
" Customer support was able to leverage contextual information from the UCR to better identify customer pain points , act on them faster , and enhance overall customer satisfaction and loyalty ," said Shia .
www . intelligentcio . com INTELLIGENTCIO APAC 63