HOW FRESHSALES HELPED
Increase in Productivity
Increase in Customer Reach Out
Vantage Circle is a cloud-based employee engagement and employee benefits platform. It provides corporate employees with comprehensive employee engagement solutions through various programs such as Employee Discount program, Rewards & Recognition program, and Employee Health and Wellness program. The 5-year old company counts MNCs such as Infosys, Tech Mahindra, Cognizant, HCL and the like as its customers.
When it set out on the search for a CRM in 2017, the company had a clear requirement in place; to keep track of its customer behaviour and customer experience. “Maintaining our database on spreadsheets and keeping track of potential clients using multiple tools was tiring,” says Anjan Pathak, the co-founder and CTO of Vantage Circle, adding that, “We needed a CRM to analyse customer data so that we can arrive at better customer acquisition and retention strategies.”
The company didn’t look very far. Since it was already using Freshchat on its website, it found a natural CRM extension in Freshsales. “Today, Freshsales CRM plays a vital role in conducting robust interactions with our current and potential customers,” he shares.
The company gets its leads from two different sources; through outbound, and through its website. Once the lead gets added in Freshsales, the company actively uses lead scoring to identify which prospects it needs to pursue more actively. “Once they respond to our email/ call, we convert them as a contact. Following that, we take them through the different stages based on our interactions; such as completed demo, and under review, if the decision to onboard with us is pending from their end,” explains Pratyasha Datta, the business development manager at Vantage Circle. It’s only once the prospect launches with Vantage Circle, that they get added into the deals pipeline. “We usually use the pipeline to track the revenue we are getting from our customers,” adds Pratyasha.
Lead Management: The team at Vantage Circle extensively uses this feature to manage customer journey from lead to close. The customer is moved to the deal pipeline only once they come on board.
Bulk Emailing: “Prior to using Freshsales, I had to send out individual emails to close to 100 customers every month. With bulk emailing, I simply have to select all leads and email them,” explains Pratyasha.
Reports: Most often, the team uses this feature to measure monthly sales team performance. “We have a target to reach a certain number of leads every month. We use reports to measure our target and achievements and analyze how the teams are performing,” says Pratyasha.
“The overall experience with Freshsales has been good. It helps us keep track of the entire sales process in one single platform. The best part is, when a team uses the CRM, we have clear visibility to who is reaching out to which prospect. And, there is no duplication of leads as well. The CRM brings in transparency, thus ensuring no two salespeople reach out to the same prospect/customer at any time.”