Also announces Freshworks Neo, a reimagined digital-first platform, providing out-of-the-box customer 360 intelligence for AI-driven selling
Freshworks Inc., the customer and employee engagement software company, today unveiled Freshworks CRM, uniting sales and marketing teams with out-of-the-box capabilities for an unsurpassed and unified 360-degree view of the customer to deliver better experiences and more profitable outcomes. The Freshworks CRM solution is built on Freshworks Neo, a new and fundamental reimagining of the platform experience, which unifies data on an embedded customer data platform for personalized customer engagement, improved lead conversion and sales growth. Neo eliminates the reliance on unwieldy tools and complex multi-stack point solutions that result in data silos that limit artificial intelligence (AI) and machine learning’s (ML) usefulness. With Neo, businesses can quickly and easily extend and craft custom environments, with simple clicks not code, to better serve their customers and prospects.
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“For far too long, this industry has made false promises about a unified customer data platform that’s never materialized. However, the need for a good CDP has never been greater,” said R. “Ray” Wang, Founder, Chairman and Principal Analyst of Constellation Research, Inc. “Today’s CRM must organize vast volumes of customer data from marketing and sales to train its AI, creating a smarter system to help businesses grow and scale more efficiently. This is a major step forward in an industry that has long struggled to back up its claims to actually unite complex customer data and offer actionable insights.”
Recent Forrester research1 found that 52% of existing CRM users become disillusioned with their CRM solutions after two years because of poor data quality. Freshworks CRM eliminates the dependency on limited, fragmented customer data stitched together across legacy SaaS systems. With more granular, relevant training data, businesses reap more useful ML and reliable AI to predict which deals are worth pursuing and make recommendations on how to best propel deals forward. With this, CRM is elevated from a simple data capture and sales forecasting tool into a strategic growth application — automatically sorting and prioritizing deals for more reliable forecasting so that sales can quickly know what deals to focus on.
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“The challenge for online education is the ‘completion rate’. To increase this, we need to understand the ‘why’ aspect for a student to attend a course and design the ‘what’ and ‘how’ to meet the personalized needs of our students so they can achieve their individual goals,” said Mamnoon Hadi Khan, Chief Analytics Officer, Shaw Academy. “With Freshworks CRM, Shaw Academy can track the entire student customer journey to better engage with them through our dedicated Student Success Managers and leverage AI to personalize their learning experience — meeting their objectives.”