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Lalamove Sees Greater Customer Engagement with Freshworks
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MuiButton-containedPrimary MuiButton-sizeMedium MuiButton-containedSizeMedium sc-605460f-0 sc-605460f-1 eXGbcS boKbzG sc-3636cfe3-0 kWtEjG css-1izyz4z" tabindex="0" type="button" role="none" aria-label="Watch now">Watch now</button></div></div><div width="100%" class="sc-ace17a57-0 sc-3a3f4966-0 eMOqhN"><div width="100%" height="auto" class="sc-6293d692-0 feihzU"><div cursor="pointer" height="100%" class="sc-6293d692-0 cnNtCO"><div id="wistia-video-916" cursor="pointer" class="sc-6293d692-0 sc-ad1137f5-2 gJAHGR dLQwPT wistia_embed wistia_async_8xsmgmwshn popover=true popoverPreventScroll=true videoFoam=true" width="50vw"></div><div display="flex" width="30px" height="30px" transform="translate(-50%, -50%)" class="sc-ace17a57-0 fFNKpe"><svg xmlns="http://www.w3.org/2000/svg" width="15px" height="15px" viewBox="-2 0 24 24" fill="#fff" stroke="#fff" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"><polygon points="5 3 19 12 5 21 5 3"></polygon></svg></div></div></div></div></div></div></div></section><section id="fwcustomersstorieslalamovecustomerstorystats" data-target-id="fwcustomersstorieslalamovecustomerstorystats" width="100%" class="sc-ace17a57-0 sc-fe753677-1 TcDJe"><div width="100%" class="sc-6293d692-0 sc-fe753677-0 brPMqe"><div width="100%" class="sc-6293d692-0 ldKWYL"><div width="100%" class="sc-662dedcb-0 hboZui"><div width="100%" class="sc-ace17a57-0 eBfQBi"><span font-weight="bold" font-size="48" aria-labelledby="6B6l6KS7z3cRaq99VF9qCu" class="sc-b323b31-0 bqjsHT">58%</span><span id="6B6l6KS7z3cRaq99VF9qCu" font-size="18" class="sc-b323b31-0 gulHSG">Increase in customer engagement</span></div><div width="100%" class="sc-ace17a57-0 eBfQBi"><span font-weight="bold" font-size="48" aria-labelledby="6iroaU4V4RQQoBQT4jdmom" class="sc-b323b31-0 bqjsHT">24%</span><span id="6iroaU4V4RQQoBQT4jdmom" font-size="18" class="sc-b323b31-0 gulHSG">Increase in sales conversions</span></div></div></div></div></section><section id="componenttestimonialandhighlights" data-target-id="componenttestimonialandhighlights" width="100%" class="sc-ace17a57-0 sc-fe753677-1 TcDJe"><div width="100%" class="sc-6293d692-0 sc-fe753677-0 brPMqe"><div width="100%" class="sc-ace17a57-0 bzkvrV"><div width="100%" class="sc-ace17a57-0 fHzEpg"><div font-size="24" class="sc-b323b31-0 iPpJxL"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">"Freshworks is a testament to the power of the right tools. We've transformed our sales processes, enhanced customer engagement, and boosted operational efficiency." </p></div><div class="sc-ace17a57-0 jYOqZj"><div class="sc-6293d692-0 sc-a70c8318-0 eNMhGa jKXYis"><div width="fit-content" height="fit-content" class="sc-6293d692-0 sc-fa706f9-0 bDLIOO"><span style="box-sizing:border-box;display:inline-block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative;max-width:100%"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;max-width:100%"><img style="display:block;max-width:100%;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0" alt="" aria-hidden="true" src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%2764%27%20height=%2764%27/%3e"/></span><img alt="Brian Shia" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="Brian Shia" srcSet="/_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F16a94527b2658dad%2Foriginal%2FBrian-Shia.webp&w=64&q=75 1x, /_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F16a94527b2658dad%2Foriginal%2FBrian-Shia.webp&w=128&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F16a94527b2658dad%2Foriginal%2FBrian-Shia.webp&w=128&q=75" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" loading="lazy"/></noscript></span></div></div><div font-size="18" class="sc-ace17a57-0 bLXSoD"><span font-weight="bold" class="sc-b323b31-0 kmmXqp">Brian Shia</span><span class="sc-b323b31-0 eKXBwV">Head of Corporate Solutions, Lalamove</span></div></div></div><div width="100%" font-size="18" class="sc-ace17a57-0 sc-4af53d2-0 bzoTnX YOa-dZ"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW"><span font-weight="bold" class="sc-b323b31-0 sc-b0fbbdb9-4 kmmXqp hFGVMg">Business challenge</span></p><ul class="sc-ace17a57-0 sc-b0fbbdb9-1 dYiJfI DrYJe"><li class="sc-b0fbbdb9-7 eapyzu"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Internal sales and service teams struggled with inefficient sales applications and support processes</p></li></ul><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW"><span font-weight="bold" class="sc-b323b31-0 sc-b0fbbdb9-4 kmmXqp hFGVMg">Business outcome </span></p><ul class="sc-ace17a57-0 sc-b0fbbdb9-1 dYiJfI DrYJe"><li class="sc-b0fbbdb9-7 eapyzu"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">24% increase in sales conversions</p></li><li class="sc-b0fbbdb9-7 eapyzu"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">58% improvement in customer engagement</p></li><li class="sc-b0fbbdb9-7 eapyzu"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Freshworks solutions built on AWS, providing a strong and scalable foundation for end-to-end cloud operations</p></li></ul></div></div></div></section><section id="fwcustomersstorieslalamovecustomerstory" data-target-id="fwcustomersstorieslalamovecustomerstory" width="100%" class="sc-ace17a57-0 sc-fe753677-1 TcDJe"><div width="100%" class="sc-6293d692-0 sc-fe753677-0 brPMqe"><div display="flex" class="sc-ace17a57-0 furzJR"><div class="sc-ace17a57-0 daoOIL"><div height="" class="sc-ace17a57-0 evCfwt"><div id="entity-customer-container" class="sc-ace17a57-0 mUSGS"><div height="100px" class="sc-ace17a57-0 dewmKo"><div width="fit-content" height="fit-content" class="sc-6293d692-0 sc-fa706f9-0 bDLIOO"><span style="box-sizing:border-box;display:inline-block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative;max-width:100%"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;max-width:100%"><img style="display:block;max-width:100%;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0" alt="" aria-hidden="true" src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%27230%27%20height=%27100%27/%3e"/></span><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:contain"/><noscript><img alt="" srcSet="/_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2Fc08f799dfe6c802%2Foriginal%2FSiderail_Lalamove.webp&w=256&q=75 1x, /_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2Fc08f799dfe6c802%2Foriginal%2FSiderail_Lalamove.webp&w=640&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2Fc08f799dfe6c802%2Foriginal%2FSiderail_Lalamove.webp&w=640&q=75" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:contain" loading="lazy"/></noscript></span></div></div><div class="sc-ace17a57-0 sc-a3ab6f3d-0 daWPXK ivzLPo"><div width="100%" font-size="16" class="sc-ace17a57-0 gpTarX"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Lalamove provides delivery services by connecting users with delivery drivers through its mobile and web apps.</p></div><div class="sc-ace17a57-0 izCHHM"><span class="sc-b323b31-0 bHYrOi">PRODUCTS</span><div class="sc-ace17a57-0 kxOgEH"><a href="https://www.freshworks.com/freshdesk/" rel="" target="" tabindex="0" display="inline-block" font-size="16" text-decoration="none" class="sc-e5af17da-0 fWQlJ sc-6759662-0 lbfmSl" aria-label="https://www.freshworks.com/freshdesk/">Freshdesk</a><a href="https://www.freshworks.com/crm/sales/" rel="" target="" tabindex="0" display="inline-block" font-size="16" text-decoration="none" class="sc-e5af17da-0 fWQlJ sc-6759662-0 lbfmSl" aria-label="https://www.freshworks.com/crm/sales/">Freshsales</a></div></div><div class="sc-ace17a57-0 izCHHM"><span class="sc-b323b31-0 bHYrOi">FAVORITE FEATURES</span><div class="sc-ace17a57-0 kxOgEH"><a role="none" tabindex="0" cursor="pointer" display="inline-block" font-size="16" text-decoration="none" class="sc-e5af17da-0 eCA-dkw sc-6759662-0 lbfmSl" aria-label="">Unified record / 360 view</a><a role="none" tabindex="0" cursor="pointer" display="inline-block" font-size="16" text-decoration="none" class="sc-e5af17da-0 eCA-dkw sc-6759662-0 lbfmSl" aria-label="">Personalized campaigns</a><a role="none" tabindex="0" cursor="pointer" display="inline-block" font-size="16" text-decoration="none" class="sc-e5af17da-0 eCA-dkw sc-6759662-0 lbfmSl" aria-label="">Powered by AWS</a></div></div><div class="sc-ace17a57-0 dxzVJX"><a href="https://twitter.com/intent/tweet?url=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Flalamove%2F" rel="noreferrer noopener" target="_blank" width="32px" height="32px" class="sc-e5af17da-0 dSULJg sc-6a418e9c-0 ceEGNZ" aria-label="https://twitter.com/intent/tweet?url=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Flalamove%2F"><svg 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12.383 9 11.6 9 10.66 9 9.752 9.75 9 10.656 9c.938 0 1.688.752 1.688 1.66zM23 23h-2.906v-4.541c0-1.097-.032-2.475-1.532-2.475s-1.718 1.16-1.718 2.38V23h-2.907v-9.365h2.782v1.284h.031c.406-.72 1.344-1.503 2.75-1.503 2.938 0 3.5 1.942 3.5 4.447V23z"></path></g></svg></a><a href="https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Flalamove%2F" rel="noreferrer noopener" target="_blank" width="32px" height="32px" class="sc-e5af17da-0 dSULJg sc-6a418e9c-0 ceEGNZ" aria-label="https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Flalamove%2F"><svg width="32" height="32" fill="none" xmlns="http://www.w3.org/2000/svg"><circle cx="16" cy="16" r="16" fill="#1D2026"></circle><path d="M20.87 14.125L20.41 17h-2.454v7h-3.272v-7H12v-2.875h2.684v-2.219c0-2.5 1.57-3.906 3.96-3.906C19.789 8 21 8.219 21 8.219v2.469h-1.342c-1.309 0-1.702.75-1.702 1.562v1.875h2.913z" fill="#fff"></path></svg></a></div></div></div></div></div><div class="sc-ace17a57-0 sc-d51472a5-0 cVqTlg"><div font-style="normal" class="sc-ace17a57-0 eKDmq custom-class-long-form-container"><div width="100%" class="sc-ace17a57-0 jaCUVy"><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Hong Kong-based Lalamove provides on-demand delivery services by connecting businesses in various industries with drivers through mobile and web apps. Across Asia and Latin America, individuals and businesses trust the company to move anything that matters to them—from documents and flowers to boxes and furniture.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Lalamove supports 7 million users and adds over 20,000 new users per month. In recent years, however, its outdated customer relationship management (CRM) software became disjointed, and manual processes for account management, customer service, and sales stalled business growth.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">That led Brian Shia, head of corporate solutions at Lalamove, to consider switching to less complicated but more powerful CRM applications and features with Freshworks. "We were mostly using spreadsheets,” Shia says. “It was a highly manual process, and we realized that it was crucial for us to shift away from this outdated approach."</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">By switching to Freshsales and Freshdesk, Lalamove improved sales efficiency and customer engagement and built stronger relationships with thousands of customers and business partners.</p><h4 class="sc-4555ca6a-0 gykexi">The company</h4><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Lalamove provides delivery services by connecting users with delivery drivers through its mobile and web apps. The company connects over 7 million users with its network of 700,000 delivery drivers—with an average driver match time of just 12 seconds. </p><h4 class="sc-4555ca6a-0 gykexi">The challenge</h4><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Despite growth and success in 11 markets in Asia and Latin America, Lalamove's internal sales and service teams struggled with inefficient sales applications and support processes. In particular, the company’s legacy CRM system demanded too much manual upkeep, and the need to constantly update spreadsheets slowed daily sales activities.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Lalamove was heavily dependent on its legacy CRM platform, Shia says, “but we couldn’t harness many of its functions effectively. The platform was robust, but it wasn’t tailored to who we are. The setup didn’t resonate with our product and sales processes. We found ourselves juggling spreadsheets more than the CRM.”</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">To improve account management and meet expansion goals, Lalamove needed a more user-friendly CRM that could be customized to internal sales processes. For Shia, Freshworks stood out for its intuitive design, customization capabilities, and cost-effectiveness. Shia adds: “Using both Freshdesk and Freshsales has enabled us to support local businesses and convert that loyalty into future sales.”</p><h4 class="sc-4555ca6a-0 gykexi">The solution </h4><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">With Freshworks’ customer service solution, Freshdesk, and CRM software, Freshsales, Lalalamove is now better positioned to grow accounts and support customers. Freshsales offers greater insight into customer history, while Freshdesk helps Lalamove employees communicate with customers in all channels.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Freshsales helped Lalamove construct detailed customer profiles with <a href="https://www.freshworks.com/platform/unified-customer-record/" rel="" target="" aria-label="https://www.freshworks.com/platform/unified-customer-record/" class="sc-e5af17da-0 kidpF"><span text-decoration="underline" class="sc-b323b31-0 nkEzU">Freshworks’ Unified Customer Record (UCR),</span></a> giving both sales and partner engagement teams more readily accessible information throughout the sales cycle. The native integration of Freshsales with Freshdesk helped simplify customer communications and support by creating tickets and then routing them to the right people, who can respond more quickly. </p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Freshworks also integrated easily with both Microsoft Teams and Google Workspace—tools that employees use daily. “Freshworks' compatibility with our existing tech stack means we can effortlessly incorporate it with the tools we already value,” says Shia. “This allows for smooth team communication and efficient data management across platforms.”</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">In addition to enjoying a hassle-free and customizable Freshworks implementation, Lalamove’s sales and product teams saw results almost immediately. These improvements directly increased sales productivity and created the ability to converse with customers in personalized ways.</p><div class="sc-6293d692-0 sc-6afce0c3-0 fzSybt"><div class="sc-ace17a57-0 gEIZne"><div class="sc-ace17a57-0 iDSqYS"><div class="sc-b323b31-0 cPVTSu"><svg xmlns="http://www.w3.org/2000/svg" width="50" height="42" stroke="black" class="sc-6afce0c3-1 itTiCf"><defs><clipPath id="quote_svg__a"><path d="M.383 0h49.234v41.375H.383zm0 0"></path></clipPath></defs><g clip-path="url(#quote_svg__a)"><path d="M39.594 41.375c5.77 0 9.703-3.836 9.703-9.23 0-5.153-3.8-8.75-9.176-8.75a9.529 9.529 0 00-3.457.699c.613-7.774 4.953-13.809 12.148-18.016a1.533 1.533 0 00.582-2.137L47.525.84a1.873 1.873 0 00-2.446-.625C34.242 5.859 27.797 15.438 27.797 26.87c0 9.11 4.98 14.504 11.797 14.504zm-27.41 0c5.765 0 9.699-3.836 9.699-9.23 0-5.153-3.801-8.75-9.176-8.75a9.529 9.529 0 00-3.457.699c.617-7.774 4.953-13.809 12.148-18.016a1.535 1.535 0 00.582-2.137L20.113.84a1.882 1.882 0 00-2.449-.625C6.828 5.859.383 15.438.383 26.87c0 9.11 4.984 14.504 11.8 14.504zm0 0" fill="#1d2026"></path></g></svg></div><div font-size="24" class="sc-b323b31-0 sc-6afce0c3-2 iAPWeN"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Freshworks has been a game-changer. We have streamlined our customer support processes while making account management and expansion smoother than ever. </p></div><div class="sc-ace17a57-0 cVmQEU"><p font-weight="bold" class="sc-5159831f-0 lpsNgH">Brian Shia</p><p class="sc-5159831f-0 gtSbia">Head of Corporate Solutions, Lalamove</p></div></div></div></div><h4 class="sc-4555ca6a-0 gykexi"><span font-weight="bold" class="sc-b323b31-0 sc-b0fbbdb9-4 kmmXqp hFGVMg">Impact</span></h4><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">With Freshworks, the company has better visibility and control over its sales funnel and sales lifecycle, as well as improved customer communications. As a result, Lalamove has realized a 58% increase in customer engagement and a 24% boost in sales conversions. </p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">“With Freshworks’ CRM and customer support products, we can get a holistic view of our customers, have better governance over sales productivity, improve our pipeline, and move our business forward,” Shia says. "Freshdesk and Freshsales have been game-changers for us. We can drive more revenue and create genuine, lasting customer relationships.”</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Lalamove's story also underscores Freshworks' suitability for sales account management and responsive customer engagement. </p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">“Freshworks is a testament to the power of the right platform,” Shia says. “We've transformed our entire sales process, improved the customer experience, and made operations more effective. Freshworks isn’t just a software solution—it’s a growth partner."</p></div></div></div></div></div></section><section id="fwcustomersstorieslalamoveconversionpanel" data-target-id="fwcustomersstorieslalamoveconversionpanel" width="100%" class="sc-ace17a57-0 sc-fe753677-1 beHUlt"><div width="100%" class="sc-6293d692-0 sc-fe753677-0 brPMqe"><div class="sc-ace17a57-0 sc-f90aba94-2 jfTzNF erQHvq"><div class="sc-ace17a57-0 cPRHhZ"><h2 class="sc-4555ca6a-0 eYkskr">Now it’s your turn. Try Freshworks today.</h2><div class="sc-ace17a57-0 sc-f90aba94-1 dOfJqf"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">14-day free trial. No credit card required. 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