Naomi Gallagher
Sales Operations Manager · 201-1000
1 review written · 2.0 average
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Reviews by Naomi Gallagher
★★★★★
The first week with Freshsales was, honestly, a slow-motion disaster for my team. I had six sales reps onboarding simultaneously and the in-app guidance was thin at best. There are tooltips scattered around, sure, but they don't follow any logical order, and the setup wizard skips entire steps that turn out to be critical later, like connecting your email sequences before you build your pipeline stages. We spent two days circling back to redo things. Support response times during that period were sluggish, often 24 hours or more, which is rough when you're trying to keep momentum going in week one.
A year on, I'll be fair about it: the AI lead-scoring feature is genuinely useful once everything is configured correctly, and the contact timeline view is clean and easy to read. My reps actually like logging calls directly from a contact record. Those things work. The problem is you have to earn your way to that point, and the path to get there is poorly signposted. Freshsales seems to assume you already know CRM admin concepts, which in a mid-market department with mixed technical ability is a risky assumption.
If you're evaluating this for a team with a dedicated CRM admin who can absorb the learning curve alone, it might work out fine. For the rest of us managing it alongside a full workload, that first-week experience sets a frustrating tone that's hard to shake even twelve months later. I'd want a much more structured onboarding flow, ideally with a real human available during setup, before I'd push this to another department.
