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Implementation and monitoring of their operational and financial strategies happen at the back office solution business unit situated in France and Benelux. Innovative tire technology led their company to become the primary supplier of native equipment to all major car manufacturers.\r\n\r\n<span style=\"font-weight: bold;\">The problem</span>\r\nWith over 150,000 employees, Bridgestone operates 180 production plants in 26 countries. Bridgestone’s tires cater to a wide market ranging from passenger cars, trucks and buses to agricultural trucks, motor sports and aircrafts. The company’s customer support team for solution business unit is managed by 15 agents who are based in France. Technology at Bridgestone is driven to make life safer for people across various demographics.\r\n\r\nOn an average day, the customer support agents at Bridgestone receive around 95-100 tickets. The topics of the questions range from financial and administrative functions to commercial and information systems.\r\n\r\nThe customer support agents handled their incoming tickets through Outlook and phone channels. The outdated system made it very difficult for them to integrate these channels under one domain. Testing out other SaaS tools failed to work to their benefit considering the limited resources the tools offered. They faced constant dissatisfaction of the customers who waited forever for a follow up.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">"We adopted Freshdesk because it is a highly adaptable solution with a lot of metrics that allows us to track and follow up on our customers and agents efficiently." - Christophe Tomborski, Back Office Manager, Bridgestone</span>\r\n\r\n<span style=\"font-weight: bold;\">The Solution</span>\r\nThe company wanted to turn things around and have a solid customer support system that not only provided spectacular multiple channel support but was also simple and effective. They were introduced to Freshdesk by the French authorized reseller, Cirruseo, while they were trying out another product.\r\n\r\nDuring their evaluation phase, they tested the full functionality of Freshdesk by testing a web portal. The fully customizable portal arrested their attention immediately. Multiple channel support, ease of use and the SLAs helped them escalate their decision to finalize Freshdesk as their customer support helpdesk.\r\n\r\n<span style=\"font-weight: bold;\">The Benefits</span>\r\nFor Bridgestone’s agents, the shift to Freshdesk helped them realize their goal of having a single point tool to handle support across all channels. The multiple channel support assists the agents to get back to their customers across all departments with timely responses, which was not feasible previously.\r\n\r\nService level agreements (SLAs) deployed using Freshdesk eased their work and increased the productivity. They were 95% successful in scaling up their customer support ladder by responding to tickets faster with the aid of these SLAs.\r\n\r\nFreshdesk helps Bridgestone’s agents integrate satisfaction surveys into their customer support conversation, allowing them to measure the happiness of their customers. 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Although TeleResult had an inhouse solution which strived to capture the journey of its customers, it didn’t collate information the way the company needed it to.\r\n\r\nSpeaking to industry executives about service management software, TeleResult discovered Freshdesk. Before committing to a new solution, Alex Nadeau, a Senior Client Manager at TeleResult, tested a range of solutions to distinguish which service would work best for TeleResult’s needs. Alex says Freshdesk stood out head and shoulders above the other solutions as it met and exceeded all of the company’s requirements for customer support management, and also offered a competitive pricing plan.\r\n\r\n<span style=\"font-weight: bold;\">How Freshdesk is Used</span>\r\nTeleResult relies on Freshdesk’s software for its customer relationship management. With thousands of emails coming through on a monthly basis, the TeleResult team use Freshdesk to process requests from clients, ensuring no ball is dropped and all queries are responded to in a timely manner.\r\n\r\nRaising service tickets on the Freshdesk platform, the team at TeleResult can log each client issue and capture the full service spectrum through to resolution. Whether the client wishes to request a new phone, or is having issues with their current one, TeleResult staff ensure each and every request is managed through Freshdesk.\r\n\r\nProviding an intermediary service, TeleResult also needs to account for issues raised between its clients and large telecommunications carriers. TeleResult also uses Freshdesk to capture the journey with each telecoms carrier, when undertaking dispute management.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">"Freshdesk makes it easier for us to manage customer information and service requests. It also presents customer data in an appealing manner, helping us distinguish improvements in service time, and any pain points in performance", - Alex Nadeau, Senior Client Manager</span>\r\n\r\n<span style=\"font-weight: bold;\">Challenges Freshdesk Solved</span>\r\nProviding monthly service reports for clients has historically been a time consuming exercise for the TeleResult service team. Capturing the journey of each customer, Freshdesk’s solution removes the burden of manual report building, integrating with TeleResult’s own software product, Telecontrol, which manages expenses. For Alex Nadeau, TeleResult’s Senior Client Manager, this integration is a lifesaver when it comes to team productivity.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“Freshdesk makes it easier for us to manage customer information and service requests. It also presents customer data in an appealing manner, helping us distinguish improvements in service time, and any pain points in performance”, Alex says.</span>\r\n\r\nCustomer satisfaction is a key success factor for TeleResult, and response time plays a big part in meeting this goal. Using Freshdesk to gain a complete overview of customer requests, and the response time to such requests, their management is able to set performance improvement benchmarks for their teams, on a regular basis.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“Follow throughs on customer requests have been much easier since bringing on board Freshdesk. We’ve added a customised “rule” feature to our Freshdesk service, which actively monitors ticket time response. If a customer or third party doesn’t come back to us in five days, the ticket automatically re-opens and prompts our service team to follow up, instead of waiting what can sometimes be a few months to receive an answer”, Alex says.</span>\r\n\r\nHaving previously used an inhouse solution to manage customer support requests, Alex found that another benefit of using Freshdesk software is the constant updates and additional features being added to the platform,<span style=\"font-weight: bold; font-style: italic;\"> “just today I received an email from Freshdesk Australia’s country manager, Sree Pillai, who let us know of an upcoming new feature, which we’ve volunteered to trial. Freshdesk is always proactively growing its offering. When we come to Freshdesk with a business requirement, the team will do their best to meet and satisfy it.”</span>\r\n\r\n<span style=\"font-weight: bold;\">TeleResult’s Support Strategy</span>\r\nTeleResult’s support strategy works on response time. 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font-style: italic;\">Parent-child Ticketing</span> Resolve complex, multi-stage issues faster by splitting them into smaller child tickets. <span style=\"font-weight: bold;\">Support across channels</span> Unify and manage all support-related communications from multiple channels on a single platform. <span style=\"font-weight: bold; font-style: italic;\">Email</span> Convert support emails into trackable tickets in your helpdesk that you can manage and resolve. <span style=\"font-weight: bold; font-style: italic;\">Phone</span> Set up a fully functional call center and record and track calls by converting them into tickets. <span style=\"font-weight: bold; font-style: italic;\">Live chat</span> Assist prospective customers and provide real-time support on your website through live chat. <span style=\"font-weight: bold; font-style: italic;\">Social media</span> Integrate your company’s Facebook page and Twitter handles and manage them from within the helpdesk. <span style=\"font-weight: bold; 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Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. 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It needed a small business CRM for its website and Segment integration to streamline customer activity. Its short span with SalesforceIQ wasn’t powerful enough to meet needs, and the search for a better CRM led to Freshsales. Since joining six months ago, it’s increased revenue, and improved productivity of a growing team.\r\n\r\nCovalentCareers – A better way to apply for healthcare jobs\r\nFounded in 2014, CovalentCareers was created to bridge the gap between healthcare practices and job seekers, particularly eye care professionals through an online platform. It uses a proprietary matchmaking algorithm to analyze data from employers and prospects for more targeted matches based on location, position, experience, and more.\r\n\r\nDaniel Goodrich, Esq.\r\nHead of Candidate Success | Founding Team\r\nDanny (Daniel) shares how CovalentCareers increased revenue by 100% as a result of improved efficiency and productivity since signing up on Freshsales.\r\n\r\n<span style=\"font-weight: bold;\">The Transition – SalesforceIQ to Freshsales </span>\r\nCovalentCareers use Segment to collect website events in order to make customer follow-up decisions. For this reason, a sales CRM that offers simple API integration, and works seamlessly with Segment was a key requirement in their selection process.\r\n\r\nOur initial choice SalesforceIQ did not offer easy API integration, and came with too many customizations which were bells and whistles for our sales team. We were paying over $300 per month for a tool we weren’t fully utilising, so we started to explore other CRMs. We evaluated Hubspot and Freshsales, and the latter won hands down.\r\n\r\nDuring the move from SalesforceIQ to Freshsales, Danny says he was clearly able to draw differences between the two in intuitiveness, functionality and pricing.\r\n\r\nFreshsales’ refreshingly clean UI was an immediate catch, and there was no difficulty with integrations. We can see all activities, and perform multiple actions in one place at an affordable price.\r\n\r\n<span style=\"font-weight: bold;\">Four Freshsales features CovalentCareers love</span>\r\nWe asked Danny which Freshsales features benefits their team, and we learnt of the compelling ways they’re being used to their advantage.\r\n\r\n<span style=\"font-weight: bold;\">1. Lead Scoring</span>\r\nCovalentCareers’ website sign-ups are automatically created as new leads through Freshsales for Web integration. Danny affirms that having all users in Freshsales has surely helped the sales team identify active and inactive users with Lead Scoring.\r\n\r\nThrough Segment integration, we track activities, and use the data to configure Lead Scoring in Freshsales. Based on new knowledge and events, we’re systematically revising score distribution to distinguish sales leads from leads that need nurturing.\r\n\r\n\r\n<span style=\"font-weight: bold;\">2. Phone</span>\r\nFrom managing phone numbers and calls logs in different ways to using Freshsales’ built-in Phone feature, Danny says they’ve increased daily call volume by 25%.\r\n\r\nWith Freshsales Phone, we can make calls in one-click, automatically log calls, and view phone analytics without any inconvenience.\r\n\r\n<span style=\"font-weight: bold;\">3. Email</span>\r\nThe sales team improves productivity and saves time with email integration, and templates for regular emails to users.\r\n\r\nFifty percent of emails we send out daily are email templates. We share our templates with other users, and it’s replaced a task of recreating standard messages.\r\n\r\n<span style=\"font-weight: bold;\">4. Freshsales & Zapier</span>\r\nCovalentCareers use SumoMe for web forms on their blog for inbound lead generation. To pursue these leads in Freshsales, they integrated Freshsales with SumoMe through Zapier.\r\n\r\nCapturing our inbound leads in Freshsales enables us to take immediate action on hot leads, and close sales faster with far less hoops to jump through.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Freshsales – The needle mover for CovalentCareers</span>\r\nSince using Freshsales, CovalentCareers has seen an all-around development in sales practices which attributes to the revenue growth. 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Countless hours","og:title":"Freshworks","og:description":"Let’s face it. Most people hate the software they use at work.\r\rBusiness software is clunky, expensive, hard to setup and frustrating to use. Countless hours","og:image":"https://old.b4r.io/uploads/roi/company/Freshworks.png"},"eventUrl":""}],"products":[{"id":1137,"logo":false,"scheme":false,"title":"Freshsales CRM","vendorVerified":0,"rating":"1.40","implementationsCount":2,"suppliersCount":0,"alias":"freshsales-crm","companyTypes":[],"description":"\r\n<p><span style=\"font-weight: bold;\">Manage leads minus the clutter</span> Automatically capture your website visitors as sales leads and group them based on their engagement with your website. Assign them to the right salespeople on your team. Reach out to each lead with complete context and an informed call-to-action. <span style=\"font-weight: bold;\">360° customer view</span> Access customers’ social profiles, identify customer touchpoints (website, product, interactions, appointments), and more—from a single screen. <span style=\"font-weight: bold;\">Lead scoring</span> Know which sales lead is hot and who’s not, using lead scores. Prioritize follow-ups with data-backed insights. <span style=\"font-weight: bold;\">Auto profile enrichment</span> Bid goodbye to manual data entry! When a lead is added in the sales CRM, their social profile information and photo are automatically updated in their profile. <span style=\"font-weight: bold;\">Territories</span> Group your sales team by territories. Focus on areas where you’re closing more deals, and identify territories with potential business. <span style=\"font-weight: bold;\">Auto lead assignment</span> In each territory, let the sales CRM automatically assign leads to handpicked salespeople on your team. <span style=\"font-weight: bold;\">Appointments, tasks, notes and files</span> Schedule appointments with leads and customers; collaborate with your team on tasks. Make quick notes against each contact; manage and share files. <span style=\"font-weight: bold;\">Smartforms (web-to-lead)</span> When a visitor fills your web form, they’re automatically added as a new lead in Freshsales. Plus their profile is auto-enriched with lead score, social media information, and photo. <span style=\"font-weight: bold;\">Dive deep into deals, close them faster</span> Transform your sales pipeline into a well-oiled revenue engine—organize, analyze, prioritize and close deals faster. Use the sales CRM to bring visibility and velocity to your pipeline. <span style=\"font-weight: bold;\">Visual sales pipeline</span> With a single sweep of the eye, locate the deals in each stage of your pipeline. Sort and filter deals to get a better view of your pipeline. <span style=\"font-weight: bold;\">Deal status, at a glance</span> How many deals are under review? What is the value of these deals? Get these insights instantly from the deal stage bar. <span style=\"font-weight: bold;\">Simple drag-and-drop navigation</span> Move deals across your sales pipeline with a simple drag and drop. Like organizing your filing cabinet. <span style=\"font-weight: bold;\">Action-oriented follow-ups</span> Make calls and send emails to prospects right from the deals dashboard. You don’t have to click into each deal to act on it. <span style=\"font-weight: bold;\">Track deals on the go</span> Keep track of your deals from the palm of your hand, with the Freshsales mobile CRM app for Android and iOS. <span style=\"font-weight: bold;\">Deal age</span> Create reports based on time taken to close deals. Optimize your sales process and improve your reps’ performance. <span style=\"font-weight: bold;\">Multiple sales pipelines</span> Selling different products across different markets, with different sales processes? Create multiple pipelines in the sales CRM and keep track of every deal. <span style=\"font-weight: bold;\">Know your visitors in real time</span> When your visitors make key decisions on your website and with your product, don’t miss a beat. Get real-time analytics from the sales CRM to power your next conversation. <span style=\"font-weight: bold;\">Website and in-app tracking</span> Which web pages are your prospects visiting? How do they interact with your product? Leverage these insights for smart conversations. <span style=\"font-weight: bold;\">Activity timeline</span> Get a chronological timeline view of each prospect’s activity, so your sales team can pick the right moments and close deals faster. <span style=\"font-weight: bold;\">Behavior-based segmentation</span> Using the data collected by the sales CRM, segment a contact’s activities and learn more about their engagement with your company. <span style=\"font-weight: bold;\">Advanced lead scoring</span> Score leads based on their characteristics and behavior, so you know which leads are close to a sale and which others need nurturing. <span style=\"font-weight: bold;\">Make quick, quality calls from your CRM</span> Buy numbers, assign them to your sales reps, and start making calls—all from the sales CRM. With automatic call logs, every call in Freshsales is captured; you can also manually log calls you receive outside Freshsales. <span style=\"font-weight: bold;\">One click to call</span> No extra software/hardware costs. Just place calls with one click from inside Freshsales. <span style=\"font-weight: bold;\">Entire conversation history</span> View all your conversations in one place. Make your next sales call or schedule an appointment from the same interface. <span style=\"font-weight: bold;\">Assign numbers to your team</span> Purchase local and toll-free numbers from inside Freshsales and assign them to your sales reps so they can start calling right away. <span style=\"font-weight: bold;\">Automatically log calls</span> Sit back and let the sales CRM automatically log all incoming and outgoing calls. Stop worrying about faulty call logs. <span style=\"font-weight: bold;\">Personalize welcome and voicemail messages</span> Record a voicemail message inside Freshsales, upload a greeting, or type your voicemail message and let Freshsales convert it to audio.</p>\r\n\r\n \r\n ","shortDescription":"With Freshsales CRM, your team can now use the leading results based on AI, built-in phone, email, activity capture and much more.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":2,"sellingCount":8,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Freshsales CRM","keywords":"your, sales, with, deals, Freshsales, from, lead, team","description":"Manage leads minus the clutter Automatically capture your website visitors as sales leads and group them based on their engagement with your website. Assign","og:title":"Freshsales CRM","og:description":"Manage leads minus the clutter Automatically capture your website visitors as sales leads and group them based on their engagement with your website. Assign"},"eventUrl":"","translationId":1138,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]}],"countries":[],"startDate":"0000-00-00","endDate":"0000-00-00","dealDate":"0000-00-00","price":0,"status":"finished","statusLabel":"Finished","isImplementation":true,"isAgreement":false,"confirmed":1,"implementationDetails":{"businessObjectives":{"id":14,"title":"Business objectives","translationKey":"businessObjectives","options":[{"id":4,"title":"Reduce Costs"},{"id":7,"title":"Improve Customer Service"},{"id":252,"title":"Increase Customer Base"},{"id":262,"title":"Support Customers"},{"id":5,"title":"Enhance Staff Productivity"}]},"businessProcesses":{"id":11,"title":"Business process","translationKey":"businessProcesses","options":[{"id":340,"title":"Low quality of customer service"},{"id":370,"title":"No automated business processes"},{"id":388,"title":"Failure to attract new customers"},{"id":389,"title":"Customer retention"},{"id":390,"title":"Low quality of customer support"},{"id":356,"title":"High costs of routine operations"}]}},"categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"}],"additionalInfo":{"budgetNotExceeded":"","functionallyTaskAssignment":"","projectWasPut":"","price":0,"source":{"url":"https://blog.freshsales.io/covalentcareers-case-study/","title":"Web-site of vendor"}},"comments":[],"referencesCount":0}],"userImplementations":[],"userImplementationsCount":0,"supplierImplementationsCount":1,"vendorImplementationsCount":4,"vendorPartnersCount":0,"supplierPartnersCount":0,"b4r":0,"categories":{"71":{"id":71,"title":"CRM - Customer Relationship Management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png","alias":"crm-customer-relationship-management"}},"branches":"Information Technology","companyUrl":"https://www.freshworks.com/","countryCodes":[],"certifications":[],"isSeller":true,"isSupplier":true,"isVendor":true,"presenterCodeLng":"","seo":{"title":"Freshworks","keywords":"software, Freshworks, expensive, setup, work, believe, they, business","description":"Let’s face it. Most people hate the software they use at work.\r\rBusiness software is clunky, expensive, hard to setup and frustrating to use. Countless hours","og:title":"Freshworks","og:description":"Let’s face it. Most people hate the software they use at work.\r\rBusiness software is clunky, expensive, hard to setup and frustrating to use. Countless hours","og:image":"https://old.b4r.io/uploads/roi/company/Freshworks.png"},"eventUrl":"","vendorPartners":[],"supplierPartners":[],"vendoredProducts":[{"id":1137,"logoURL":"https://old.b4r.io/fileadmin/user_upload/Freshsales_CRM.png","logo":true,"scheme":false,"title":"Freshsales CRM","vendorVerified":0,"rating":"1.40","implementationsCount":2,"suppliersCount":0,"supplierPartnersCount":0,"alias":"freshsales-crm","companyTitle":"Freshworks","companyTypes":["supplier","vendor"],"companyId":4038,"companyAlias":"freshworks","description":"\r\n<p><span style=\"font-weight: bold;\">Manage leads minus the clutter</span> Automatically capture your website visitors as sales leads and group them based on their engagement with your website. Assign them to the right salespeople on your team. Reach out to each lead with complete context and an informed call-to-action. <span style=\"font-weight: bold;\">360° customer view</span> Access customers’ social profiles, identify customer touchpoints (website, product, interactions, appointments), and more—from a single screen. <span style=\"font-weight: bold;\">Lead scoring</span> Know which sales lead is hot and who’s not, using lead scores. Prioritize follow-ups with data-backed insights. <span style=\"font-weight: bold;\">Auto profile enrichment</span> Bid goodbye to manual data entry! When a lead is added in the sales CRM, their social profile information and photo are automatically updated in their profile. <span style=\"font-weight: bold;\">Territories</span> Group your sales team by territories. Focus on areas where you’re closing more deals, and identify territories with potential business. <span style=\"font-weight: bold;\">Auto lead assignment</span> In each territory, let the sales CRM automatically assign leads to handpicked salespeople on your team. <span style=\"font-weight: bold;\">Appointments, tasks, notes and files</span> Schedule appointments with leads and customers; collaborate with your team on tasks. Make quick notes against each contact; manage and share files. <span style=\"font-weight: bold;\">Smartforms (web-to-lead)</span> When a visitor fills your web form, they’re automatically added as a new lead in Freshsales. Plus their profile is auto-enriched with lead score, social media information, and photo. <span style=\"font-weight: bold;\">Dive deep into deals, close them faster</span> Transform your sales pipeline into a well-oiled revenue engine—organize, analyze, prioritize and close deals faster. Use the sales CRM to bring visibility and velocity to your pipeline. <span style=\"font-weight: bold;\">Visual sales pipeline</span> With a single sweep of the eye, locate the deals in each stage of your pipeline. Sort and filter deals to get a better view of your pipeline. <span style=\"font-weight: bold;\">Deal status, at a glance</span> How many deals are under review? What is the value of these deals? Get these insights instantly from the deal stage bar. <span style=\"font-weight: bold;\">Simple drag-and-drop navigation</span> Move deals across your sales pipeline with a simple drag and drop. Like organizing your filing cabinet. <span style=\"font-weight: bold;\">Action-oriented follow-ups</span> Make calls and send emails to prospects right from the deals dashboard. You don’t have to click into each deal to act on it. <span style=\"font-weight: bold;\">Track deals on the go</span> Keep track of your deals from the palm of your hand, with the Freshsales mobile CRM app for Android and iOS. <span style=\"font-weight: bold;\">Deal age</span> Create reports based on time taken to close deals. Optimize your sales process and improve your reps’ performance. <span style=\"font-weight: bold;\">Multiple sales pipelines</span> Selling different products across different markets, with different sales processes? Create multiple pipelines in the sales CRM and keep track of every deal. <span style=\"font-weight: bold;\">Know your visitors in real time</span> When your visitors make key decisions on your website and with your product, don’t miss a beat. Get real-time analytics from the sales CRM to power your next conversation. <span style=\"font-weight: bold;\">Website and in-app tracking</span> Which web pages are your prospects visiting? How do they interact with your product? Leverage these insights for smart conversations. <span style=\"font-weight: bold;\">Activity timeline</span> Get a chronological timeline view of each prospect’s activity, so your sales team can pick the right moments and close deals faster. <span style=\"font-weight: bold;\">Behavior-based segmentation</span> Using the data collected by the sales CRM, segment a contact’s activities and learn more about their engagement with your company. <span style=\"font-weight: bold;\">Advanced lead scoring</span> Score leads based on their characteristics and behavior, so you know which leads are close to a sale and which others need nurturing. <span style=\"font-weight: bold;\">Make quick, quality calls from your CRM</span> Buy numbers, assign them to your sales reps, and start making calls—all from the sales CRM. With automatic call logs, every call in Freshsales is captured; you can also manually log calls you receive outside Freshsales. <span style=\"font-weight: bold;\">One click to call</span> No extra software/hardware costs. Just place calls with one click from inside Freshsales. <span style=\"font-weight: bold;\">Entire conversation history</span> View all your conversations in one place. Make your next sales call or schedule an appointment from the same interface. <span style=\"font-weight: bold;\">Assign numbers to your team</span> Purchase local and toll-free numbers from inside Freshsales and assign them to your sales reps so they can start calling right away. <span style=\"font-weight: bold;\">Automatically log calls</span> Sit back and let the sales CRM automatically log all incoming and outgoing calls. Stop worrying about faulty call logs. <span style=\"font-weight: bold;\">Personalize welcome and voicemail messages</span> Record a voicemail message inside Freshsales, upload a greeting, or type your voicemail message and let Freshsales convert it to audio.</p>\r\n\r\n \r\n ","shortDescription":"With Freshsales CRM, your team can now use the leading results based on AI, built-in phone, email, activity capture and much more.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":2,"sellingCount":8,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Freshsales CRM","keywords":"your, sales, with, deals, Freshsales, from, lead, team","description":"Manage leads minus the clutter Automatically capture your website visitors as sales leads and group them based on their engagement with your website. Assign","og:title":"Freshsales CRM","og:description":"Manage leads minus the clutter Automatically capture your website visitors as sales leads and group them based on their engagement with your website. Assign","og:image":"https://old.b4r.io/fileadmin/user_upload/Freshsales_CRM.png"},"eventUrl":"","translationId":1138,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[{"id":3,"title":"CRM"}],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1326,"logoURL":"https://old.b4r.io/fileadmin/user_upload/Freshdesk.png","logo":true,"scheme":false,"title":"Freshdesk","vendorVerified":0,"rating":"1.70","implementationsCount":2,"suppliersCount":0,"supplierPartnersCount":0,"alias":"freshdesk","companyTitle":"Freshworks","companyTypes":["supplier","vendor"],"companyId":4038,"companyAlias":"freshworks","description":"\r\n<span style=\"font-weight: bold;\">Keep track of conversations</span> Prioritize, categorize and assign tickets so you never lose track of them.. <span style=\"font-weight: bold; font-style: italic;\">Team Inbox</span> Track and manage incoming support tickets from multiple channels with one inbox.\r\n<span style=\"font-weight: bold; font-style: italic;\">SLA Management</span> Set deadlines for ticket response and resolution based on different business hours or categories. \r\n<span style=\"font-weight: bold; font-style: italic;\">Agent Collision Detection</span> Ensure that multiple agents don’t wind up working on the same ticket by accident. <span style=\"font-weight: bold; font-style: italic;\">Custom Ticket Status</span> Create custom statuses that suit your workflow to identify what stage a ticket it in.. <span style=\"font-weight: bold; font-style: italic;\">Scenario Automation</span> Perform multiple actions on a ticket with a single click by automating repeated actions. <span style=\"font-weight: bold; font-style: italic;\">Canned Responses</span> Provide quick, consistent responses to common questions by creating pre-formatted replies. <span style=\"font-weight: bold;\">Resolve issues together</span> Work together as teams to quickly and efficiently solve customer problems. <span style=\"font-weight: bold; font-style: italic;\">Team Huddle</span> Discuss specific parts of tickets with experts from across your company to figure out the best solutions. <span style=\"font-weight: bold; font-style: italic;\">Shared Ownership</span> Share ownership of tickets with other teams without losing visibility into progress being made on the issue. <span style=\"font-weight: bold; font-style: italic;\">Linked Tickets</span> Link related tickets together to keep track of widespread issues and deliver consistent responses. <span style=\"font-weight: bold; font-style: italic;\">Parent-child Ticketing</span> Resolve complex, multi-stage issues faster by splitting them into smaller child tickets. <span style=\"font-weight: bold;\">Support across channels</span> Unify and manage all support-related communications from multiple channels on a single platform. <span style=\"font-weight: bold; font-style: italic;\">Email</span> Convert support emails into trackable tickets in your helpdesk that you can manage and resolve. <span style=\"font-weight: bold; font-style: italic;\">Phone</span> Set up a fully functional call center and record and track calls by converting them into tickets. <span style=\"font-weight: bold; font-style: italic;\">Live chat</span> Assist prospective customers and provide real-time support on your website through live chat. <span style=\"font-weight: bold; font-style: italic;\">Social media</span> Integrate your company’s Facebook page and Twitter handles and manage them from within the helpdesk. <span style=\"font-weight: bold; font-style: italic;\">Website</span> Let customers raise tickets from your website and display related knowledge base articles as they type. <span style=\"font-weight: bold;\">Increase your team’s productivity</span> Leverage Freshdesk's built-in capabilities to automate repetitive helpdesk tasks. <span style=\"font-weight: bold; font-style: italic;\">Ticket dispatch</span> Automatically assign tickets to agents and groups based on keywords, requester or properties. <span style=\"font-weight: bold; font-style: italic;\">Intelligent ticket assignment</span> Assign tickets to agents based on their current workload, skill or using the round robin method. <span style=\"font-weight: bold; font-style: italic;\">Time-triggered automation</span> Execute maintenance activities on tickets based on the time lapsed since an event happened. <span style=\"font-weight: bold; font-style: italic;\">Event-triggered automation</span> Implement one or more actions on specific tickets as soon as an event happens. <span style=\"font-weight: bold; font-style: italic;\">Automatic email notification</span> Notify customers and agents automatically about the changes happening in their ticket. <span style=\"font-weight: bold;\">Help customers help themselves</span> Create a self service experience for customers with a knowledge base and forums. <span style=\"font-weight: bold; font-style: italic;\">Automatically suggest solutions</span> Allow relevant solutions to pop up for customers and save time for your agents and customers. <span style=\"font-weight: bold; font-style: italic;\">Email to Kbase</span> Let agents convert their ticket replies into knowledge base articles, as they reply. <span style=\"font-weight: bold; font-style: italic;\">Feedback mechanism</span> Writers will be notified automatically about feedback on their articles so they can implement them. <span style=\"font-weight: bold; font-style: italic;\">Solution article analytics</span> Monitor article metrics like number of views, likes and dislikes. Reset metrics when the article is revamped. <span style=\"font-weight: bold; font-style: italic;\">Forum moderation</span> Setup moderation workflows to ensure posts violating your guidelines don't go live immediately. <span style=\"font-weight: bold; font-style: italic;\">Link forum topic to ticket</span> Convert critical issues raised in the community into tickets so they get the required attention. <span style=\"font-weight: bold;\">Measure and improve efficiency</span> Identify problems, plan based on metrics and improve helpdesk performance. <span style=\"font-weight: bold; font-style: italic;\">Helpdesk reports</span> Understand how different agents and groups are performing based on various helpdesk metrics. <span style=\"font-weight: bold; font-style: italic;\">Customer satisfaction ratings</span> Gauge how customers feel about your support using customer satisfaction reports. <span style=\"font-weight: bold; font-style: italic;\">Dashboards</span> Monitor your helpdesk using real-time data about tickets, trends and groups. <span style=\"font-weight: bold; font-style: italic;\">Answers and Insights</span> Easily access data and reports and get custom insights important to your business everyday. <span style=\"font-weight: bold; font-style: italic;\">Schedule reports</span> Schedule default and custom reports so that you can receive them in your inbox periodically. <span style=\"font-weight: bold;\">Complete customization capabilities</span> Customize your workflows, customer portal, agent roles and more to make the helpdesk truly yours. <span style=\"font-weight: bold; font-style: italic;\">Portal customization</span> Customize the look and layout of your support portal with full CSS customization and ready-made themes. <span style=\"font-weight: bold; font-style: italic;\">Customize agent roles</span> Give differential permissions for access and actions according to the roles and responsibilities of agents. <span style=\"font-weight: bold; font-style: italic;\">Custom ticket forms</span> Collect information relevant and important to your business by adding and modifying fields in the ticket form. <span style=\"font-weight: bold; font-style: italic;\">Custom URL</span> Use your own vanity URL for your support portal and provide a seamless customer experience. <span style=\"font-weight: bold; font-style: italic;\">Custom Apps</span> Build and integrate custom apps to carry out workflows that are unique to your business. <span style=\"font-weight: bold;\">State of the art data security</span> Freshdesk ensures enterprise-grade security with features and comprehensive audits of networks, systems and regulatory compliances to protect our product and platform. <span style=\"font-weight: bold; font-style: italic;\">Custom SSL certificates</span> Freshdesk accounts come with custom SSL certificates that let you secure your own support domain or vanity URL for a safe and personalized experience. <span style=\"font-weight: bold; font-style: italic;\">IP and Network restrictions</span> Whitelist IP ranges, restrict login access outside of work or create secure and exclusive access for agents to login from anywhere by linking IP whitelisting to a VPN (virtual private network). <span style=\"font-weight: bold; font-style: italic;\">Identity & access management</span> Let agents and users login to Freshdesk using their other accounts by setting up a single sign on (SSO) script to authenticate their credentials.","shortDescription":"An online cloud-based customer service software providing helpdesk support with all smart automations to get things done faster. ","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":17,"sellingCount":11,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Freshdesk","keywords":"your, tickets, ticket, agents, with, customers, support, helpdesk","description":"\rKeep track of conversations Prioritize, categorize and assign tickets so you never lose track of them.. Team Inbox Track and manage incoming support tickets","og:title":"Freshdesk","og:description":"\rKeep track of conversations Prioritize, categorize and assign tickets so you never lose track of them.. Team Inbox Track and manage incoming support tickets","og:image":"https://old.b4r.io/fileadmin/user_upload/Freshdesk.png"},"eventUrl":"","translationId":1327,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[{"id":3,"title":"CRM"}],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]}],"suppliedProducts":[{"id":1137,"logoURL":"https://old.b4r.io/fileadmin/user_upload/Freshsales_CRM.png","logo":true,"scheme":false,"title":"Freshsales CRM","vendorVerified":0,"rating":"1.40","implementationsCount":2,"suppliersCount":0,"supplierPartnersCount":0,"alias":"freshsales-crm","companyTitle":"Freshworks","companyTypes":["supplier","vendor"],"companyId":4038,"companyAlias":"freshworks","description":"\r\n<p><span style=\"font-weight: bold;\">Manage leads minus the clutter</span> Automatically capture your website visitors as sales leads and group them based on their engagement with your website. Assign them to the right salespeople on your team. Reach out to each lead with complete context and an informed call-to-action. <span style=\"font-weight: bold;\">360° customer view</span> Access customers’ social profiles, identify customer touchpoints (website, product, interactions, appointments), and more—from a single screen. <span style=\"font-weight: bold;\">Lead scoring</span> Know which sales lead is hot and who’s not, using lead scores. Prioritize follow-ups with data-backed insights. <span style=\"font-weight: bold;\">Auto profile enrichment</span> Bid goodbye to manual data entry! When a lead is added in the sales CRM, their social profile information and photo are automatically updated in their profile. <span style=\"font-weight: bold;\">Territories</span> Group your sales team by territories. Focus on areas where you’re closing more deals, and identify territories with potential business. <span style=\"font-weight: bold;\">Auto lead assignment</span> In each territory, let the sales CRM automatically assign leads to handpicked salespeople on your team. <span style=\"font-weight: bold;\">Appointments, tasks, notes and files</span> Schedule appointments with leads and customers; collaborate with your team on tasks. Make quick notes against each contact; manage and share files. <span style=\"font-weight: bold;\">Smartforms (web-to-lead)</span> When a visitor fills your web form, they’re automatically added as a new lead in Freshsales. Plus their profile is auto-enriched with lead score, social media information, and photo. <span style=\"font-weight: bold;\">Dive deep into deals, close them faster</span> Transform your sales pipeline into a well-oiled revenue engine—organize, analyze, prioritize and close deals faster. Use the sales CRM to bring visibility and velocity to your pipeline. <span style=\"font-weight: bold;\">Visual sales pipeline</span> With a single sweep of the eye, locate the deals in each stage of your pipeline. Sort and filter deals to get a better view of your pipeline. <span style=\"font-weight: bold;\">Deal status, at a glance</span> How many deals are under review? What is the value of these deals? Get these insights instantly from the deal stage bar. <span style=\"font-weight: bold;\">Simple drag-and-drop navigation</span> Move deals across your sales pipeline with a simple drag and drop. Like organizing your filing cabinet. <span style=\"font-weight: bold;\">Action-oriented follow-ups</span> Make calls and send emails to prospects right from the deals dashboard. You don’t have to click into each deal to act on it. <span style=\"font-weight: bold;\">Track deals on the go</span> Keep track of your deals from the palm of your hand, with the Freshsales mobile CRM app for Android and iOS. <span style=\"font-weight: bold;\">Deal age</span> Create reports based on time taken to close deals. Optimize your sales process and improve your reps’ performance. <span style=\"font-weight: bold;\">Multiple sales pipelines</span> Selling different products across different markets, with different sales processes? Create multiple pipelines in the sales CRM and keep track of every deal. <span style=\"font-weight: bold;\">Know your visitors in real time</span> When your visitors make key decisions on your website and with your product, don’t miss a beat. Get real-time analytics from the sales CRM to power your next conversation. <span style=\"font-weight: bold;\">Website and in-app tracking</span> Which web pages are your prospects visiting? How do they interact with your product? Leverage these insights for smart conversations. <span style=\"font-weight: bold;\">Activity timeline</span> Get a chronological timeline view of each prospect’s activity, so your sales team can pick the right moments and close deals faster. <span style=\"font-weight: bold;\">Behavior-based segmentation</span> Using the data collected by the sales CRM, segment a contact’s activities and learn more about their engagement with your company. <span style=\"font-weight: bold;\">Advanced lead scoring</span> Score leads based on their characteristics and behavior, so you know which leads are close to a sale and which others need nurturing. <span style=\"font-weight: bold;\">Make quick, quality calls from your CRM</span> Buy numbers, assign them to your sales reps, and start making calls—all from the sales CRM. With automatic call logs, every call in Freshsales is captured; you can also manually log calls you receive outside Freshsales. <span style=\"font-weight: bold;\">One click to call</span> No extra software/hardware costs. Just place calls with one click from inside Freshsales. <span style=\"font-weight: bold;\">Entire conversation history</span> View all your conversations in one place. Make your next sales call or schedule an appointment from the same interface. <span style=\"font-weight: bold;\">Assign numbers to your team</span> Purchase local and toll-free numbers from inside Freshsales and assign them to your sales reps so they can start calling right away. <span style=\"font-weight: bold;\">Automatically log calls</span> Sit back and let the sales CRM automatically log all incoming and outgoing calls. Stop worrying about faulty call logs. <span style=\"font-weight: bold;\">Personalize welcome and voicemail messages</span> Record a voicemail message inside Freshsales, upload a greeting, or type your voicemail message and let Freshsales convert it to audio.</p>\r\n\r\n \r\n ","shortDescription":"With Freshsales CRM, your team can now use the leading results based on AI, built-in phone, email, activity capture and much more.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":2,"sellingCount":8,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Freshsales CRM","keywords":"your, sales, with, deals, Freshsales, from, lead, team","description":"Manage leads minus the clutter Automatically capture your website visitors as sales leads and group them based on their engagement with your website. Assign","og:title":"Freshsales CRM","og:description":"Manage leads minus the clutter Automatically capture your website visitors as sales leads and group them based on their engagement with your website. Assign","og:image":"https://old.b4r.io/fileadmin/user_upload/Freshsales_CRM.png"},"eventUrl":"","translationId":1138,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[{"id":3,"title":"CRM"}],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1326,"logoURL":"https://old.b4r.io/fileadmin/user_upload/Freshdesk.png","logo":true,"scheme":false,"title":"Freshdesk","vendorVerified":0,"rating":"1.70","implementationsCount":2,"suppliersCount":0,"supplierPartnersCount":0,"alias":"freshdesk","companyTitle":"Freshworks","companyTypes":["supplier","vendor"],"companyId":4038,"companyAlias":"freshworks","description":"\r\n<span style=\"font-weight: bold;\">Keep track of conversations</span> Prioritize, categorize and assign tickets so you never lose track of them.. <span style=\"font-weight: bold; font-style: italic;\">Team Inbox</span> Track and manage incoming support tickets from multiple channels with one inbox.\r\n<span style=\"font-weight: bold; font-style: italic;\">SLA Management</span> Set deadlines for ticket response and resolution based on different business hours or categories. \r\n<span style=\"font-weight: bold; font-style: italic;\">Agent Collision Detection</span> Ensure that multiple agents don’t wind up working on the same ticket by accident. <span style=\"font-weight: bold; font-style: italic;\">Custom Ticket Status</span> Create custom statuses that suit your workflow to identify what stage a ticket it in.. <span style=\"font-weight: bold; font-style: italic;\">Scenario Automation</span> Perform multiple actions on a ticket with a single click by automating repeated actions. <span style=\"font-weight: bold; font-style: italic;\">Canned Responses</span> Provide quick, consistent responses to common questions by creating pre-formatted replies. <span style=\"font-weight: bold;\">Resolve issues together</span> Work together as teams to quickly and efficiently solve customer problems. <span style=\"font-weight: bold; font-style: italic;\">Team Huddle</span> Discuss specific parts of tickets with experts from across your company to figure out the best solutions. <span style=\"font-weight: bold; font-style: italic;\">Shared Ownership</span> Share ownership of tickets with other teams without losing visibility into progress being made on the issue. <span style=\"font-weight: bold; font-style: italic;\">Linked Tickets</span> Link related tickets together to keep track of widespread issues and deliver consistent responses. <span style=\"font-weight: bold; font-style: italic;\">Parent-child Ticketing</span> Resolve complex, multi-stage issues faster by splitting them into smaller child tickets. <span style=\"font-weight: bold;\">Support across channels</span> Unify and manage all support-related communications from multiple channels on a single platform. <span style=\"font-weight: bold; font-style: italic;\">Email</span> Convert support emails into trackable tickets in your helpdesk that you can manage and resolve. <span style=\"font-weight: bold; font-style: italic;\">Phone</span> Set up a fully functional call center and record and track calls by converting them into tickets. <span style=\"font-weight: bold; font-style: italic;\">Live chat</span> Assist prospective customers and provide real-time support on your website through live chat. <span style=\"font-weight: bold; font-style: italic;\">Social media</span> Integrate your company’s Facebook page and Twitter handles and manage them from within the helpdesk. <span style=\"font-weight: bold; font-style: italic;\">Website</span> Let customers raise tickets from your website and display related knowledge base articles as they type. <span style=\"font-weight: bold;\">Increase your team’s productivity</span> Leverage Freshdesk's built-in capabilities to automate repetitive helpdesk tasks. <span style=\"font-weight: bold; font-style: italic;\">Ticket dispatch</span> Automatically assign tickets to agents and groups based on keywords, requester or properties. <span style=\"font-weight: bold; font-style: italic;\">Intelligent ticket assignment</span> Assign tickets to agents based on their current workload, skill or using the round robin method. <span style=\"font-weight: bold; font-style: italic;\">Time-triggered automation</span> Execute maintenance activities on tickets based on the time lapsed since an event happened. <span style=\"font-weight: bold; font-style: italic;\">Event-triggered automation</span> Implement one or more actions on specific tickets as soon as an event happens. <span style=\"font-weight: bold; font-style: italic;\">Automatic email notification</span> Notify customers and agents automatically about the changes happening in their ticket. <span style=\"font-weight: bold;\">Help customers help themselves</span> Create a self service experience for customers with a knowledge base and forums. <span style=\"font-weight: bold; font-style: italic;\">Automatically suggest solutions</span> Allow relevant solutions to pop up for customers and save time for your agents and customers. <span style=\"font-weight: bold; font-style: italic;\">Email to Kbase</span> Let agents convert their ticket replies into knowledge base articles, as they reply. <span style=\"font-weight: bold; font-style: italic;\">Feedback mechanism</span> Writers will be notified automatically about feedback on their articles so they can implement them. <span style=\"font-weight: bold; font-style: italic;\">Solution article analytics</span> Monitor article metrics like number of views, likes and dislikes. Reset metrics when the article is revamped. <span style=\"font-weight: bold; font-style: italic;\">Forum moderation</span> Setup moderation workflows to ensure posts violating your guidelines don't go live immediately. <span style=\"font-weight: bold; font-style: italic;\">Link forum topic to ticket</span> Convert critical issues raised in the community into tickets so they get the required attention. <span style=\"font-weight: bold;\">Measure and improve efficiency</span> Identify problems, plan based on metrics and improve helpdesk performance. <span style=\"font-weight: bold; font-style: italic;\">Helpdesk reports</span> Understand how different agents and groups are performing based on various helpdesk metrics. <span style=\"font-weight: bold; font-style: italic;\">Customer satisfaction ratings</span> Gauge how customers feel about your support using customer satisfaction reports. <span style=\"font-weight: bold; font-style: italic;\">Dashboards</span> Monitor your helpdesk using real-time data about tickets, trends and groups. <span style=\"font-weight: bold; font-style: italic;\">Answers and Insights</span> Easily access data and reports and get custom insights important to your business everyday. <span style=\"font-weight: bold; font-style: italic;\">Schedule reports</span> Schedule default and custom reports so that you can receive them in your inbox periodically. <span style=\"font-weight: bold;\">Complete customization capabilities</span> Customize your workflows, customer portal, agent roles and more to make the helpdesk truly yours. <span style=\"font-weight: bold; font-style: italic;\">Portal customization</span> Customize the look and layout of your support portal with full CSS customization and ready-made themes. <span style=\"font-weight: bold; font-style: italic;\">Customize agent roles</span> Give differential permissions for access and actions according to the roles and responsibilities of agents. <span style=\"font-weight: bold; font-style: italic;\">Custom ticket forms</span> Collect information relevant and important to your business by adding and modifying fields in the ticket form. <span style=\"font-weight: bold; font-style: italic;\">Custom URL</span> Use your own vanity URL for your support portal and provide a seamless customer experience. <span style=\"font-weight: bold; font-style: italic;\">Custom Apps</span> Build and integrate custom apps to carry out workflows that are unique to your business. <span style=\"font-weight: bold;\">State of the art data security</span> Freshdesk ensures enterprise-grade security with features and comprehensive audits of networks, systems and regulatory compliances to protect our product and platform. <span style=\"font-weight: bold; font-style: italic;\">Custom SSL certificates</span> Freshdesk accounts come with custom SSL certificates that let you secure your own support domain or vanity URL for a safe and personalized experience. <span style=\"font-weight: bold; font-style: italic;\">IP and Network restrictions</span> Whitelist IP ranges, restrict login access outside of work or create secure and exclusive access for agents to login from anywhere by linking IP whitelisting to a VPN (virtual private network). <span style=\"font-weight: bold; font-style: italic;\">Identity & access management</span> Let agents and users login to Freshdesk using their other accounts by setting up a single sign on (SSO) script to authenticate their credentials.","shortDescription":"An online cloud-based customer service software providing helpdesk support with all smart automations to get things done faster. 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