Freshworks, a company specializing in customer and employee engagement solutions—offering products ranging from contact center and customer support software to human resources tools and marketing automation—has announced the release of its latest offering: Freshworks CRM. This new service, developed utilizing the company’s new Freshworks Neo platform, aims to equip sales and marketing teams with comprehensive customer insights, enhanced by machine learning for improved forecasting.

Freshworks CRM is fundamentally a rebranding of the company’s existing Freshsales product, integrating the functionalities of its Freshmarketer marketing automation platform.

“Freshworks CRM consolidates the capabilities of Freshsales and Freshmarketer into a single solution, utilizing an integrated customer data platform to deliver an unparalleled, 360-degree perspective of the customer throughout their entire experience,” explained a representative from the company.

The core benefit of this enhanced CRM solution is its ability to furnish teams with a more holistic understanding of their customers—both current and prospective—thanks to the unified view and consolidated data provided by the Neo platform.

The company contends that many CRM users become dissatisfied with their chosen service due to inadequate data quality. Freshworks believes it can address this issue effectively.

“Freshworks CRM fulfills the original vision of CRM: a unified solution that combines data, insights, and intelligence powered by AI, placing the customer at the core of business objectives,” stated Prakash Ramamurthy, the company’s chief product officer. “We engineered Freshworks CRM to leverage the power of data and generate immediate value, contrasting with older CRM systems that have hindered sales teams with complex interfaces and incomplete information.”

The intention is to provide teams with a centralized dashboard containing all marketing and sales data, coupled with AI-driven insights to support informed decision-making, ultimately leading to improved customer experiences and increased revenue. The service includes predictive lead scoring and qualification, customizable to specific user requirements, along with integrations for Slack and Teams, built-in telephony with call recording capabilities, and other features previously available in Freshsales.

“A significant challenge for online education is the ‘completion rate.’ To improve this, we must understand the motivations behind a student’s course enrollment and design the curriculum—both the ‘What’ and the ‘How’—to meet their individual needs, enabling them to achieve their personal goals,” said Mamnoon Hadi Khan, chief analytics officer at Shaw Academy. “With Freshworks CRM, Shaw Academy can monitor the complete student journey to enhance engagement through our dedicated Student Success Managers and utilize AI to personalize the learning experience—helping them reach their objectives.”

Freshworks CRM pricing begins at $29 per user per month, scaling up to $125 per user per month for the comprehensive enterprise plan with its full suite of advanced features.