Freshdesk

Pipeline and Views

Visual pipelines show stages, owners, and next steps at a glance. Filters and saved views let reps focus by region, segment, or product line. Inline edits update fields without opening every record, and bulk actions manage transitions during campaigns or end-of-quarter pushes. Drag-and-drop moves preserve history while logging reasons for change, which helps managers coach without micromanaging. Aging badges call attention to stuck opportunities so forecast risk is visible early.

Email, Phone, and Sequences

Send tracked emails, place calls, and log meetings directly from the CRM. Sequences schedule multi-touch outreach with rules that branch on opens, replies, and call outcomes. Templates and merge fields personalize at scale without losing authenticity. Calendar sync and booking links reduce back-and-forth, and do-not-disturb windows respect time zones for global teams. Step-level insights show which touches move deals, guiding timing and messaging from evidence rather than habit.

Lead Scoring and Assignment

Define scoring by fit and behavior—form fills, site visits, product usage—so reps prioritize where intent is highest. Assignment rules route records by territory or skill, balancing load and response time. Signals decay over time to prevent stale hot leads from clogging queues, while negative criteria mute noise from casual browsing. Leads inherit account context automatically, helping teams recognize expansions and avoid duplicate outreach. Priorities stay current as interest rises or cools.

Freddy AI Insights

Freddy flags at-risk deals, suggests next steps, and summarizes threads so context is easy to absorb. Recommendations learn from outcomes, nudging reps toward subject lines, timings, and sequences that convert. Auto-capture rolls activities into timelines, reducing manual updates that often slip during busy periods. Managers see why a deal was flagged and coach on concrete actions. Suggested tasks keep momentum between touches so opportunities do not stall when calendars are packed and shifting.

Reports and Forecasts

Dashboards track pipeline health, conversion by stage, and team performance. Forecast categories align with commit levels; managers adjust with evidence. Scheduled reports keep finance and leadership synced ahead of close dates. Cohorts expose ramp curves and seasonality so targets remain realistic, and attribution reveals which programs create durable revenue. Warehouse and CSV exports keep BI aligned without rekeyed numbers, reducing reconciliation drama at quarter end.