Lalamove has harnessed the power of Freshworks’ Freshdesk and Freshsales software to improve customer engagement and sales conversion.
This move lets Lalamove connect with thousands of consumers and business partners, heralding a new era of personalised experiences in the delivery industry.
Through its mobile and web apps, Lalamove has been at the forefront of providing on-demand and same-day delivery services, acting as the vital link between businesses and driver partners across multiple industries. Since its establishment in 2013, the company has expanded its footprint across 11 markets in Asia and Latin America, championing swift, uncomplicated, and cost-effective deliveries to fortify communities.
The fundamental ethos of Lalamove revolves around fostering the growth of small business owners while ensuring the sustenance of flexible earning opportunities for driver partners. With Freshdesk and Freshsales, Lalamove can offer a multitude of communication channels tailored to their business partners’ preferences across the entire customer lifecycle.
Freshsales is a sales automation software that has enabled Lalamove to construct comprehensive customer profiles within the unified customer record (UCR). This consolidated repository of contextual customer information has empowered Lalamove’s sales and support teams with a unified, insightful perspective, facilitating precise engagement analysis and enhancing customer service.
The innate synergy between Freshsales and Freshdesk has expedited Lalamove’s internal support processes, allowing for swift ticket creation for partner assistance and triage. The solutions have yielded remarkable results for Lalamove, with a 58 percent surge in customer engagement and a 24 percent increase in sales conversions.
“Using both Freshdesk and Freshsales has enabled us to support local businesses and convert that loyalty into future sales. With Freshworks’ CRM and customer support products, we are able to get a holistic view of our customers, have better governance over sales productivity, pipeline and in turn move our business forward,” said Brian Shia, Head of Corporate Solutions at Lalamove.
“Companies like Lalamove who use multiple Freshworks products see tremendous value and quick return on investment. We’re proud to power the digital transformation of critical business processes like sales and customer support that make a big difference in the everyday life of employees and customers,” said Simon Ma, Regional Head of Sales at Freshworks Asean.
Entelechy Asia 