The Challenge: From manual coordination to Calendly's limitations

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," explains Yash.

Key challenges included:

• Website integration limitations
• Inability to implement complex routing rules
• Manual CRM data management
• Days-long delay between form submission and demo scheduling
• Lack of qualification filters for non-genuine submissions
• No regional routing capabilities
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We felt this whole flow could be optimized," says Yash. "It usually kind of takes days for a seller to get in touch with the prospect and we felt this whole booking experience could be much more streamlined.

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Solution: Building a sophisticated meeting booking and routing engine

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.

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With Revenue Hero, we had absolute flexibility to accomplish whatever we envisioned to optimize from a demo acceleration project standpoint, notes Yash.

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Here's how Freshworks leveraged RevenueHero's key capabilities:

Use case 1: Automated domain and lead quality filtering

For global companies receiving hundreds of demo requests, 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.

How their three-tier system worked:

1. Instant disqualification of free email providers through a simple toggle
2. Backend email validation to catch invalid business domains
3. Custom blocklists for additional control over which domains can book meetings

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One good aspect of Revenue Hero is blocking email domains that are not genuine was just a toggle. We were able to ensure like what traffic was not booking our solution engineering and sales teams calendars.

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Use Case 2: Region-based intelligent routing using Cloudfare integration

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.

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.
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With RevenueHero, we were 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.

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Use Case 3: CRM data hygiene and automation 

Before RevenueHero, Freshworks' ops team spent considerable time managing 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 automatically logs everything from meeting type and time to reschedules and cancellations, ensuring their CRM stays up-to-date without manual intervention. More importantly, RevenueHero's deduplication process ensures no duplicate meeting activities clog their data - a common issue that often skews meeting analytics and reporting.
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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.

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Use Case 4: Automated meeting communications

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."

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Impact: From process transformation to revenue growth

The results of implementing RevenueHero went far beyond just scheduling automation:

• 2.5x acceleration in demo delivery time
• 20% increase in bookings for specific product lines
• Higher quality demos with pre-qualified prospects only
• Reduced operational overhead with zero manual routing needed
• More equitable territory coverage through automated distribution
• Better sales productivity with reps focused on selling, not scheduling
• Improved customer experience with localized, instant scheduling
• Faster time-to-value for new sales hires with automated processes

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," says Yash. "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.

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This level of partnership and accountability was highly valued by Freshworks as they scaled their GTM motion.

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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.