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Freshworks, a public SaaS company listed on NASDAQ, provides customer and employee experience software solutions. With a global presence and both inbound and outbound GTM motions across SMB, mid-market, commercial and enterprise segments, Freshworks needed a scalable solution to optimize their demo booking experience.
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Freshworks' demo booking process moved from manual coordination to using Calendly, but significant challenges remained.
"With Calendly, we were firstly not able to seamlessly integrate with our website. And we couldn't accomplish rules that we wanted - like we wanted more weightage of demos to be sent to specific users. We were having challenges with all of that," Yash explains.
It usually kind of takes days for a seller to get in touch with the prospect and we felt this whole flow could be optimized.
After RevenueHero, we've cut short the time it takes for us to give a demo to our prospects. We've been able to do it much more quicker and it's a better process for prospects as well.
Freshworks needed more than just a scheduling tool - they needed an end-to-end solution that could handle their complex routing requirements while maintaining a seamless prospect experience. RevenueHero delivered on both fronts.
"With Revenue Hero, we had absolute flexibility to accomplish whatever we envisioned to optimize from a demo acceleration project standpoint," says Yash.
Global companies receive hundreds of demo requests, and separating genuine prospects from low-intent submissions is crucial. Freshworks used RevenueHero's domain filtering to automatically screen out non-business email domains before letting prospects book time with their sales team.
Here's how their three-tier system works:
One good aspect of RevenueHero is that blocking email domains that are not genuine was just a toggle. We ensured that anybody and everybody who are not really genuine form submissions, we blocked them.
For an enterprise company like Freshworks, regional routing isn't just about time zones - it's about ensuring compliance, maintaining territory rules, and delivering localized customer experiences. A prospect from EMEA needs a different sales approach than one from APAC, with consideration for local regulations, pricing structures, and product offerings.
Using RevenueHero's Cloudflare integration, they implemented granular region-based routing that automatically detected a prospect's location and matched them with the appropriate regional team. This eliminated not just the manual work of figuring out time zones, but also ensured prospects were immediately connected with teams who understand their market's unique needs and requirements.
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The setup was straightforward - RevenueHero's native IP detection through Cloudflare automatically identifies the prospect's location, and the routing rules handle the rest. No complex geographical mapping or constant territory updates needed.
We were also able to utilize their integration with Cloudflare to detect region of prospects and do extremely granular region level routing to our solution engineering and sales teams.
Before RevenueHero, Freshworks' ops team spent considerable time navigating between multiple Excel sheets to track meeting data. RevenueHero transformed this by automatically capturing every meeting touchpoint in their CRM - from initial booking through completion or no-show status.
The system logs key details like meeting type, time, reschedules, and cancellations in real time, keeping their CRM updated without manual effort.
More importantly, RevenueHero's deduplication process prevents duplicate meeting activities from clogging their data - a common issue that often skews meeting analytics and reporting.
From the time somebody books a meeting on the web forms, we capture that in our CRM in the activities to the time the demo gets over, we are also able to capture if it is a no-show, if it is completed. All these data points today exist in our CRM.
With hundreds of demos happening weekly, Freshworks needed to eliminate manual meeting follow-ups while maintaining a professional experience. RevenueHero automated their entire meeting communication flow - from booking confirmations to reminders.
The system sends branded emails from Freshworks' own domain, eliminating any third-party branding. For urgent reminders, they leverage RevenueHero's Twilio integration to send SMS notifications. Real-time Slack notifications kept their teams aligned on meeting statuses without needing to check multiple tools.
We've been able to send meeting reminders to all our prospects from Revenue Hero itself. And we don't really need our sellers to reach out to the prospect over and over again to get them to come on to the demo.
The results of implementing RevenueHero went far beyond just scheduling automation:
What stood out most was RevenueHero's commitment to Freshworks' success. The team provided rapid support through a dedicated Slack channel, responding within minutes to questions or concerns—even long after implementation.
"The team is super energetic and they really own the project," Yash notes. "They ensure that we are able to deliver it successfully and even after the project has been delivered successfully, even today, when we have any questions or concerns at all, they are super quick to respond to us and help us fix any issues."
This level of partnership and accountability was highly valued by Freshworks as they scaled their GTM motion.
If we don't innovate, we'll be lost. So investing in small companies as well is something that I feel definitely helps - trusting small companies to partner and own the problem and deliver on it.
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If nothing else has sold you on RevenueHero, Hopefully these traditional marketing tactics will.
