Freshsales Reviews

We are a partner of Freshsales and use this solution for an education company.

Freshsales is user-friendly, scalable and stable.

We have a problem with the time to delivery for our customers, although this is not specific to this solution. Time to delivery can be 90 days. 

I have been using this solution for four years. 

The technical support for this solution is good. We receive support from our distributor called Tech Data Synnex. I would rate the support a nine out of ten. 

The initial setup is straightforward and the time to implement is quick. We used one technician for deployment and maintenance.

We complete the implementation for this solution in-house but for external customers. 

The price for this solution is good in general, but in Brazil we do pay additional taxes.

When it comes to considering this solution as a partner, I would advise others to first ensure they understand the needs of their clients and ensure that Freshsales is the best fit. It is important to take into considerations factors like budget and scalability.

I would rate this solution a ten out of ten. 

We use Freshsales for lead processing, closing deals, contact management, tracking customer activities, calculating commissions and for generating all sales reports.

Freshsales also allows us to manage sales across territories including the Caribbean, United States and parts of Latin America. In each of those territories, we have our own account managers and we use territory management to categorize contacts based on country, market segment and other criteria.  

We also make use of the solution for marketing campaigns using Freshdesk Messaging that allows to to drive communication with potential customers or leads to make announcements and divert questions from potential deals to our pre-sales department.

One of the most valuable features is the ability to divert deals based on the potential revenue or specific market to certain sales teams. We have teams for healthcare, government, education and military. 

In addition, this solution allows us to classify customers based on monthly revenue. We have previously used other solutions including Vtiger and Salesforce, which required a lot of manual work. To conclude, the productivity and automation features are the most useful.

The reporting for this solution across all their products could be improved. Currently, we have clients who export their data from Freshservices to third party solutions such Power BI to create more comprehensive reports. 

From a finance perspective, the solution could be improved by allowing greater customization related to margins and KPIs. 

We have been a partner with Freshworks for nearly four years.

This is a stable solution, however, during the pandemic many of our users experienced a 44 or a 500 error. What is useful is the status page for all platforms including Freshworks, Freshsales, Freshservices and Freshdesk that highlights if there are any issues. When issues are announced, they are usually solved in a matter of minutes.

This is a scalable solution. 

Their technical support five years ago was quite fast, but that speed has been decreasing over time due to the growth of the company. They rely a lot on partners to provide level one and level two support. Normally we only escalate level three support to them. The challenge is that level three support has a level of complexity that requires a lot of work on the back end which takes time. This has led to frustration by our customers who do not always understand why support can take long. 

Neutral

The initial setup is straightforward. The application configures itself and is user friendly. 

I would advise companies considering this solution to have a good understanding of their needs and business processes. This includes considering use case scenarios, documented business processes, and ideally including someone in the business with auditing or OIM prior knowledge. 

From this perspective, it is critical to document and understand your own business processes and rules. This will allow an organization to determine if this the right solution to meet their needs. 

I would rate this solution an eight out of ten.