Sales and Marketing
IT Service Management
Leverage an end-to-end, AI powered enterprise platform to unify customer experiences
South East Asia
Slow lead assignment and first response to prospects
Low buyer engagement levels
Insufficient visibility of key metrics
HOW FRESHWORKS CRM HELPED
Role & skill-based lead engagement and response
Improved visibility and forecasting
Over the last few years, the fintech industry has witnessed unprecedented growth with consumers shifting towards cashless and contactless forms of payment. Over the last few months, the pandemic has accelerated this shift even further.
Here’s some evidence. By June 2020, usage of mobile e-wallets among Malaysian consumers increased by 40%. That’s according to a Mastercard study quoted in Digital News Asia. But why are we quoting a statistic from Malaysia, in particular? That’s because we turn our attention to its largest payment gateway provider from the region, iPay88.
Launched in 2006, iPay88 offers businesses an easy-to-integrate and secure means of processing payment transactions. Today, it commands close to 60% of the market share in Malaysia’s e-commerce payment gateway market. That amounts to more than 35,000 merchants as customers.
In 2015, they were acquired by Japan-based NTT Data Corporation.
Over the past few years, as digital commerce gained prominence to become a strong growth lever of the global economy, iPay88 found itself at the center of a huge market opportunity in the South-East Asian region. However, converting this market opportunity to business revenue wasn’t without its challenges.
Here is a snapshot:
“After our campaign was set up manually, we could not track the open rate of our emails or how many were clicking on mid- to bottom-funnel links. Therefore, our teams were unable to filter the prospects who were engaging with us and understand their intent to use our services.”
Co-founder and Executive Director
iPay88’s sales leadership were drawn to the idea of process automation and started evaluating multiple CRM platforms in the market to overcome their sales challenges. They finally chose Freshworks CRM Sales Cloud for its lead management and campaign automation capabilities.
Thanks to its easy-to-use interface, iPay88’s sales teams were quick to adopt the new platform. Here is how they took full advantage of what Freshworks CRM Sales Cloud had to offer:
“Let’s take a simple but important use case. Freshworks CRM Sales Cloud allows us to track the channel source and share of leads per channel throughout the year. The uncluttered, data-rich visualizations that shows our sales performance is delivered through easily configurable dashboards through the Sales Cloud. On the whole, it boosts transparency and moves us away from siloed working.”
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