Transforming Sales with Freshsales: Elevating Customer Relationship Management

In today’s dynamic business landscape, customer relationship management (CRM) plays a pivotal role in a company’s success. It serves as the cornerstone of building lasting relationships with customers, optimizing sales processes, and driving business growth. Freshsales, a fully-featured CRM, offers a comprehensive solution for businesses looking to enhance their sales experience. With a multitude of features and capabilities, Freshsales empowers sales teams to deliver stellar experiences, streamline operations, and make informed decisions. In this article, we will explore how Freshsales accomplishes this through its rich feature set and integrations.

1. 360-degree View of Customer Information

One of the key advantages of Freshsales is its ability to provide a 360-degree view of your customer’s information. Having a comprehensive understanding of your customers is paramount for building meaningful relationships and delivering tailored solutions. With Freshsales, you can consolidate all customer data into a single view, which includes contact information, past interactions, preferences, and purchase history. This holistic view empowers your sales team to engage with customers more effectively, resulting in improved satisfaction and loyalty.

2. Table and Kanban View

Freshsales offers diverse ways to visualize data, such as table, list, or kanban board views. These visualizations enable sales teams to organize and access information in a manner that best suits their workflow. The flexibility to toggle between views and access quick actions to perform tasks at scale streamlines the sales process and enhances productivity.

3. Activity Timeline

Understanding customer engagement is crucial for tailoring sales efforts. Freshsales provides an activity timeline that offers a chronological view of customer interactions across various touchpoints, including the website, app, and more. This feature helps sales teams track customer engagement and respond at the right time with personalized offers or solutions.

4. Details Section

To gain an in-depth understanding of your contacts, Freshsales allows you to explore information across different modules, apps, and touchpoints. This feature enhances your ability to personalize your interactions and meet customer needs effectively.

5. Highlight Cards

Highlighting key information such as modules, activities, meetings, sales sequences, and the last contact made provides actionable insights for sales teams. These insights can be used to make informed decisions and drive more successful sales strategies.

Channels

Freshsales understands that customers want to engage through their preferred channels, and it offers seamless integration with various communication platforms:

– Email:

Freshsales integrates with email, allowing two-way email sync and easy mapping of incoming emails with the right contacts. It also offers ready-to-use email templates for creating and sending customized campaigns.

– Chat Campaigns:

Personalized chat messages with trigger-based campaigns and custom chatbots enable lead generation and qualification, reducing chat drop-off rates.

– Phone (Holiday Routing):

Efficient handling of voice interactions, including auto-logging and call recording, during holidays ensures that sales teams never miss important calls. Call routing, greetings, and voicemail management are also simplified.

– Messenger:

Interaction with customers and real-time support across platforms like WhatsApp, Apple Business Chat, Facebook Messenger, and LINE enhance your omnichannel approach to customer engagement.

– SMS Integration:

By connecting Freshsales with your SMS provider, you can send updates via SMS, boosting team productivity with workflows and bots.

– Zoom Integration:

Seamless integration with Zoom allows you to schedule, host, and join virtual meetings right from your CRM.

Automation

Automation is essential for boosting sales team efficiency. Freshsales offers several automation features:

– Workflows:

Automate sales processes and reduce manual effort by using conditions or event-based triggers.

– Sales Sequences:

Set up engaging outreach campaigns with day-based or behavior-based triggers and manage follow-ups and reminders effortlessly.

– Territory Management:

Segment and prioritize prospects based on rules and identify key territories with built-in metrics.

– Auto-profile Enrichment:

Enhance prospect context with auto-filled data on their social and publicly available information.

– IntelliAssign:

Automatically route conversations to the right customer expert or team based on skill levels, conversation limits, and other factors.

Deal Management

Freshsales simplifies deal management with several features:

– Multiple Sales Pipelines:

Create custom pipelines to visualize deal progress and define sales stages according to your business needs.

– Weighted Pipeline:

Assign probabilities across stages, track deal conversions, and forecast revenue.

– Configure Price Quote:

Generate and track invoices, quotes, and documents with custom templates and auto-sync them with deals.

– Activity Goals:

Define and track sales team goals based on the number of closed deals and revenue, on a daily, weekly, or quarterly basis.

– Product Catalog:

Maintain your product inventory and configure pricing models, tax brackets, and discounts in multiple currencies.

– Connect with Slack:

Auto-sync conversations about deals between Slack and Freshsales, facilitating collaboration across your teams.

Sales Intelligence

Freshsales harnesses the power of analytics and AI to make smarter decisions:

– Contact Scoring:

Prioritize prospects with scores assigned by Freddy AI based on positive and negative signals.

– Deal Insights:

Predict deal closure with Freddy AI insights based on historical sales data, engagement, and activities.

– Next Best Action:

Use smart suggestions from Freddy AI to detect out-of-office responses, manage calendars, reschedule appointments, and set up tasks.

– Sales Forecasting:

Predict sales performance and revenue, targeting high-intent deals based on past sales data.

– Reports and Dashboards:

Stay on top of key metrics and make data-led decisions with pre-built or custom reports and visual dashboards.

– Sales Reports:

Track team performance and identify bottlenecks with sales cycle, velocity, and activity reports.

Customization

Freshsales allows you to personalize your CRM according to your business needs:

– Custom Sales Activities:

Create activities specific to your sales process, define desired outcomes, and track their progress.

– Contact Lifecycle Stages:

Track a prospect’s buying journey with unique contact lifecycle stages and sub-stages.

– Layout Customization:

Create custom fields, groups, and modules to align with your business processes and capture relevant information.

– Multi-Currency and Multi-Language:

View and manage data in your preferred language and handle transactions in over 150 currencies.

Governance

Data security and access control are paramount, and Freshsales offers robust governance features:

– Role-based Access:

Manage and regulate data access for your team by creating roles and setting permissions at the record level.

– Record Types:

Define data types across modules to help users update and consume information according to their roles.

– Scope and Permissions:

Configure permissions for individual fields and govern data access to critical data with global, restricted, or territory access.

– Audit Logs:

Track and filter all actions like edits, deletions, or configuration changes made in chronological order.

Mobile

Freshsales provides a mobile app that allows you to stay connected and productive on the go:

– Call Logs and Voice Notes:

Automatically log calls, associate them with contacts, and take voice notes for future reference.

– Offline Mode:

Access data even when offline or with poor connectivity and sync it when back online.

– Quick Links and Notifications:

Instantly access documents with quick links and receive real-time push notifications for meetings and upcoming tasks.

– Google Maps & Uber:

Locate your contact easily and hail an Uber for on-site meetings right from the mobile app.

– SMS:

Send personalized SMS messages in bulk or to individuals and receive responses via Twilio, Zipwhip, and ClickSend.

– Zoom Meetings:

Schedule or join Zoom meetings from your mobile device.

INTEGRATIONS

Connect the CRM with your favorite apps Freshsales is built to integrate with applications that you use every day

-API Access

Integrate your account with third-party applications and connect to multiple data sources.

-Marketplace

Scale with the Freshworks platform. Bring in Slack, Gong, G Suite, Xero, Outlook, and other apps into your CRM.