Our first CRM

Back in 2012, we were growing tired of managing contacts using excel at Freshdesk. So we decided to buy a CRM. Our requirements were simple - we wanted to store our existing list of contacts, get new ones added from our signup form, and keep them up to date.

After evaluating a few options, we purchased the most popular CRM in the market. We found that support for APIs, which we needed to push our data into the CRM, was available only on the $125 /agent/month plan. This was too expensive for a small business like us, but we were forced to pay for it.

Juggling between tools

As we started growing, we found the need to integrate more tools into our CRM. We purchased a marketing automation tool for drip emails, an email tracking solution for outbound efforts, and even apps to enrich leads’ profiles and prioritize them based on scores.

Despite our efforts to get them all to work together, our sales reps had to use 4-5 tools to do their jobs. We were throwing money at different tools, making our SaaS solution more complex, and using valuable developer resource to just maintain it.

A better CRM

At this point we realized that there had to be a better way to do this. Sales teams should not need a CRM and four other tools to drive sales. With our expertise in building easy-to-use business software, we decided to build a CRM of our own.

In addition to building all of the basics, we integrated phone and email into it so that sales reps can manage conversations from one place. Along with that we built event tracking into it the system so that sales reps could see what users were doing on their website or product.

Finally, we made it really easy to use and affordable for businesses of all sizes. After all, it was going to be a product from Freshdesk and it had to hold true to our values. We decided to call it Freshsales...

The future

Today, we’ve broken up with our old CRM and have started using Freshsales. We’re already seeing a boost in their productivity and we’re excited about making it even better. We’d love you to try Freshsales and let us know what you think.


Girish Mathrubootham

Girish founded Freshdesk in 2010, and as the CEO, has been setting the vision and direction for the company since inception.