Lalamove boosts sales conversions across continents

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.

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 In recent years, however, its outdated customer relationship management (CRM) software became disjointed, and manual processes for account management, customer service, and sales stalled business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.

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 “It was a highly manual process, and we realized that it was crucial for us to shift away from this outdated approach."

By switching to Freshsales and Freshdesk, Lalamove improved sales efficiency and customer engagement and built stronger relationships with thousands of customers and business partners.

The company

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. 

The challenge

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.

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.”

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.”

The solution 

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.

Freshsales helped Lalamove construct detailed customer profiles with Freshworks’ Unified Customer Record (UCR), 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. 

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.”

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.

Impact

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. 

“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.”

Lalamove's story also underscores Freshworks' suitability for sales account management and responsive customer engagement. 

“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."