Freshworks CRM vs. Salesforce

Businesses are hopeful that the opportunities in the coming year are plentiful for those who understand customer requirements in this new normal. Companies who made the right technological investments fared better than those who did not. In this digital age, teams who can reach out to their customers at the right time and place using the right customer relationship management (CRM) software like Freshworks CRM (formerly Freshsales) or Salesforce will make the sale and reach their targets.

Common CRM goals

All CRM software helps fulfill the purpose of business by enabling companies to foster customer relationships through meaningful and profitable conversations. Companies and customers are brought more closely together with the help of CRM platforms. This Freshworks CRM vs. Salesforce comparison article looks at common features as well as different approaches of two leading CRM tools. CRM solutions have the same end goal of attracting and keeping customers happy with their purchase of the right products or services.

CRM software benefits

Businesses that invest in a CRM software reap the following benefits:

  • Provides collated, tabulated, and organized data of customers
  • Generates detailed reports on leads, opportunities, and sales
  • Displays up-to-date visual information and metrics through dashboards
  • Enables personalized messaging and outreach through various channels
  • Boosts productivity with automation and integration
  • Gives proactive and useful customer care and support

The Freshworks CRM approach

Freshsales, now called Freshworks CRM, is a CRM software that aims to help companies earn customers for life. It is a cloud-based solution with features to help users discover leads, boost customer engagement, drive deals to closure, and nurture existing customer relationships. The unified solution for sales and marketing teams is enhanced with artificial intelligence so users can take advantage of chatbots, smart leads identification, pipeline analysis, and other advanced functionality.

Freshsales screenshot

Built-in communications

Freshworks CRM users can communicate with their contacts and customers in whatever channel they are in with its built-in communication tools. Email integration allows teams to use their CRM as the central hub to manage email conversations and send outbound campaigns without having to switch between inbox and CRM. Make calls right from the software and handle voicemails and messages so conversations are held with full context of all recent activities. Other features include chat with website visitors, integration with WhatsApp and Apple iMessages, and SMS.

Workflow automation

Freshworks CRM provides users the tools to automate workflows to provide more time to focus on their customers. The CRM software helps boost productivity by automating repetitive tasks and streamlining processes so sales teams can be productive every single day. Teams can create automated workflows so the system will be the one to follow up on leads, send emails, create invoices, or update specific data fields. By creating simple if-then rules and triggers, workflows can activate a series of actions such as introducing a user to a new lead, updating a contact status, setting up an invoice, or qualifying leads.

Artificial intelligence (AI)

The Freshworks CRM platform is enhanced with an artificial intelligence engine called Freddy AI. It learns from the CRM data and makes predictions and recommendations to help users make better decisions. The smart feature identifies which contacts need to be prioritized based on predictive scoring and star ranking. Freddy analyzes historical sales data, activities, and engagement to deliver insights that help closes deals. Other features include forecasting revenue, action suggestions, and schedule optimization.

The Salesforce approach

Salesforce is a cloud-based CRM software of connected products aimed to improve marketing, sales, commerce, and service. It is an integrated CRM platform with tools to help users provide personalized marketing, win more customers, and respond to customer issues on multiple channels. The platform lets you add more apps, integrate all data, and add analytics to create a complete 360-degree view of customers and their journey. It also has integration capabilities, automation and AI, as well as analytics with products that are now part of Salesforce.

Salesforce screenshot

Contact management

Salesforce provides a complete view of customers with their contact data, activity history, communications, and internal account discussions. It collects publicly available social content and streams to a feed that can provide insights. The cloud-based contacts database enables collaboration across your organization with social tools to easily share insights, documents, and other important information. All information is accessible from mobile devices, so you can get updated before walking in to a customer meeting.

Lead management

Salesforce has lead management and tracking features that enables teams to view contact information as well as read documents on best sales practices. From the same CRM software, you can track leads and campaigns, write personalized emails, and track them as you convert leads to opportunities. Salesforce lets you set up automatic lead scoring and routing so all leads are sure to go to the right sales rep for followup. Manage campaigns across all channels including social media, and track them from capture to close.

Workflow and approvals

Sales process and workflows can be simplified with Salesforce workflow tools and approvals. Process Builder allows you to automate business processes such as creating automatic email alerts for deals or automatically assigning tasks as the deal progresses with simple point and click. Create complex workflows that guide sales agents every step with recommendations and automate manual tasks such as putting together proposals. The platform lets you automate an approval process and to respond to requests via Chatter or by email.

Freshworks CRM vs. Salesforce summary

Both Freshworks CRM and Salesforce have many common features such as contact management, automated workflows, and AI assistance. They both have strong email integration and mobile apps for iOS and Android devices that can serve businesses of all sizes across industries.

Freshworks CRM is an affordable solution that offers an all-in-one product as well as marketing only or sales only product. Built-in communication features are already available in the lower plan as well as 24×5 support. AI features are available in its middle or professional plan. It integrates readily with other Freshworks products and with other apps through its marketplace. A 21-day free trial is offered.

Salesforce is an integrated platform that continues to expand its features with its acquisition of other products and services such as Mulesoft, Tableau, and Slack. It is ideal with enterprises although a small business solution for sales and support is also available. The software is also highly customizable, allows you to build custom apps, and has direct integration to many apps and services.

Jose Maria Delos Santos

Jose is a subject matter expert and member of the writing team for and Bridge24. He has written hundreds of articles including project management software reviews, books reviews, training site reviews, and general articles related to the project management industry.