Lalamove converts loyalty into sales with Freshworks

Lalamove, the Hong Kong-based on-demand delivery platform in Hong Kong uses solutions from Freshworks to deliver personalised experiences to thousands of consumers and business partners. 

With clear visibility and control over its sales funnel and sales lifecycle management, Lalamove was able to improve sales conversion and increase customer engagement.

Lalamove provides on-demand and same-day delivery services by connecting business customers in various industries with driver partners, every month, through its mobile and web apps. 

Founded in 2013 in Hong Kong, the company operates in 11 markets across Asia and Latin America to empower communities by making deliveries fast, simple, and affordable. 

The ultimate goal is to help small business owners grow their businesses, and support driver partner’s livelihoods by ensuring flexible earning opportunities.

Using Freshdesk with Freshsales enables Lalamove to serve all of these business partners seamlessly, in the channels of their choice, across the entire customer lifecycle from lead to renewal. 

Freshworks has helped Lalamove build detailed customer profiles on Freshworks’ Unified Customer Record (UCR) empowering their sales and support teams to have a unified view of their customers and carry out engagement analysis. 

Contextual information from the UCR provides the sales and partner engagement teams with a better understanding of the customer, enabling them to  serve the customer better.

Since implementing Freshworks software, customer engagement has increased by 58% and sales conversions have increased by 24%, boosting business for the company.

Brian Shia, head of corporate solutions at Lalamove, said that using Freshworks software has enabled them to support local businesses and convert that loyalty into future sales.

“With Freshworks’ CRM and Customer Support products, we are able to get a holistic view of our customers, have better governance over sales productivity, pipeline and in turn move our business forward,” said Shia.