How logistics and delivery specialist Lalamove leveraged Freshwork’s solutions to modernise their digital architecture, drive collaboration and enhance efficiency.
As a facilitator of connecting business customers in various industries with driver partners through its mobile and web applications, same-day and on-demand delivery service provider Lalamove’s success is predicated on providing a seamless digital experience for their stakeholders and their stakeholders’ customers.
With operations across 11 markets in Asia and Latin America, the complexity of their operational processes has been straining the limits of their internal legacy system. To maintain competitiveness in increasingly crowded markets, Lalamove has leveraged Freshwork’s solutions to modernise their digital architecture, drive collaboration, and enhance efficiency.
Staying ahead of competitors is particularly urgent in Singapore and Malaysia, where the logistics industry in Singapore and Malaysia is booming, fuelled in part by the resurgence in the e-commerce sector. The gross merchandise volume for Singapore’s e-commerce market, for example, surged to USD 8.2 billion in 2022 and is expected to surpass USD 11 billion next year.
This has resulted in a greater clamour for on-demand and same-day delivery services, and as a result, more logistics service providers have sprouted across both countries. With more competition, the bar for differentiation is higher.
Overcoming the challenges of legacy systems
One of the challenges faced by Lalamove was the use of legacy systems that involved a plethora of manual processes. For instance, daily sales activities were tracked manually through offline spreadsheets, leading to inefficiencies and potential errors in data management. Recognising the need for a more streamlined and automated solution, Lalamove sought out a technology partner that could help address these challenges and enhance operational efficiency.
Freshworks became Lalamove’s preferred solutions provider due to the highly customisable and integrable nature of its products. Many enterprises grapple with the difficulties of integrating their internal legacy systems with cloud-based tools and solutions, leading to lengthier project implementation timetables and steeper learning curves for their sales and customer service teams.
By contrast, Freshdesk and Freshsales, Freshworks’ customer support software and customer relations management (CRM), respectively, were easily integrated with Lalamove’s legacy system. Multiple custom processes were easily designed, while pre-existing ones were automated. Combined with the user-friendly interfaces of both Freshdesk and Freshsales – Lalamove’s teams were able to quickly learn how to use them.
As a result of the successful and seamless integration of both Freshworks products, Lalamove was able to better track sales activities and customer engagement. This, in turn, resulted in a 24% increase in sales conversion rate and a 58% increase in customer engagement.
Data centralisation, automation and AI towards better sales efforts
Freshsales’ multiple features played a critical role in the improved efforts of Lalamove’s sales teams. For example, the Unified Customer Record (UCR) enabled the storage of all customer and prospect information in a single, centralised location, making it easier for sales team members to track interactions with prospects across the sales pipeline.
“Through the automation of tasks such as email sequences, templates and automated responses, our sales teams were able to streamline communication with prospects and customers. This freed up more time for them to focus on interactions that were crucial to lead conversion” said Brian Shia, Head of Corporate Solutions, Lalamove.
Lastly, interactions were enhanced by insights from Freddy, Freshworks’ AI assistant. Freddy provided contextual insights that allowed sales teams to prioritise certain leads and increase lead conversion rates, in general.
Enhancing customer support with complete customer data
An advantage of using both Freshdesk and Freshsales is the native integration between all of Freshworks’ products and the resulting seamless data-sharing. Customer profiles in UCR not only enabled a better understanding of customer needs and preferences on the part of sales teams, but they were also leveraged to enhance efforts by customer support teams.
“Customer support was able to leverage contextual information from the UCR to better identify customer pain points, act on them faster, and enhance overall customer satisfaction and loyalty,” said Shia.
On top of that, Lalamove’s customer service teams were able to utilise features such as a centralised ticketing system, multi-channel support and a self-service knowledge base to manage customer support tickets better and facilitate consistent support across all customer touchpoints.
Competitive edge through digitalisation
“Enhancing customer satisfaction through seamless customer experiences requires a smooth experience for both sales and customer support teams as well. With Freshworks, Lalamove staff were able to efficiently track prospects across the sales funnel, as well as customers until their support tickets were resolved,” said Simon Ma, Freshworks Director & Regional Manager for the ASEAN region.
“As competition in the on-demand and same-day delivery sector intensifies, differentiating a brand through excellent customer experiences, whether as prospects or long-time customers, is crucial for success,” he said.
