Who Freshsales is best for
Freshsales is the CRM product from Freshworks, a software company founded in Chennai, India in 2010 and now headquartered in San Mateo, California. It is a general sales CRM, not a clinical system; Freshworks markets it to healthcare for patient outreach, booking reminders, referrals and reports by clinic or doctor.
Best for
- Cash-pay and elective-care practices running patient acquisition as a pipeline
- Clinics wanting calling, email and SMS from one record
- Budget-conscious teams (plans from $9 per user per month)
Not ideal for
- Practices that need a healthcare CRM with native EHR integration
- Organizations that need a clearly documented BAA first
- Practices needing EHR-linked scheduling or claims
Freshsales pros and cons
Pros
- Low entry price, with three published paid tiers and a 21-day free trial
- Built-in phone, email and chat on every paid plan, plus SMS
- Workflow automation, sales sequences and contact scoring on Pro and above
- SOC 2 Type 2 and ISO/IEC 27001:2022 listed on Freshworks' Trust Center
- AWS hosting with AES-256 encryption at rest, per Freshworks
Cons
- General-purpose CRM; healthcare workflows have to be configured
- No named EHR integrations on Freshworks' healthcare page
- Freshworks' HIPAA documents conflict on whether Freshsales is covered by its BAA
- HIPAA setup requires IP whitelisting and a custom mail server
- AI agent sessions and branded documents are paid add-ons
Freshsales pricing
Published per-user pricing, billed annually:
- Growth: $9 per user per month. Built-in chat, email and phone, templates, custom fields and basic workflows.
- Pro: $39 per user per month. Adds contact scoring, deal insights, territory management and sequences.
- Enterprise: $59 per user per month. Adds forecasting, field-level permissions, custom modules, a sandbox and audit logs.
Freshworks says annual billing saves 20% over monthly. Add-ons: branded documents ($19 per user per month) and Freddy AI Agent ($49 per 100 sessions). A 21-day free trial is offered; the healthcare page mentions a free plan, but the pricing page shows only paid tiers. Audit logs, useful for patient data, are Enterprise-only.
Key features
- Contact and account records with full communication history
- Built-in phone, email, chat and SMS
- Workflow automation for follow-ups, tasks and appointment reminders
- Pipelines and deal management, with list, table and Kanban views
- Freddy AI contact scoring, deal insights and forecasting insights
- CPQ for quoting procedures and consultations
- Reports and dashboards with CSV or PDF export
HIPAA, security and integrations
A 2020 Freshsales support article says Freshworks will sign a business associate agreement covering Freshsales if the customer maintains a Secured Operating Environment: IP whitelisting, role-based access, a custom mail server, mandatory TLS 1.2, SSO or two-factor authentication, and endpoint security. A 2023 Freshworks article limits BAA scope to Freshdesk, Freshchat, Freshcaller and Freshdesk Omnichannel, omitting Freshsales. Treat HIPAA status as unconfirmed until a BAA names Freshsales.
Freshworks' Trust Center lists SOC 2 Type 2, SOC 1 Type 2, ISO/IEC 27001:2022 and ISO/IEC 27701 attestations, without per-product scope.
Freshsales alternatives
- HubSpot CRM — a general-purpose CRM with a free tier and broader marketing tools.
- Salesforce Health Cloud — a healthcare-specific CRM for larger organizations with implementation budgets.
- LeadSquared — a CRM with healthcare patient-acquisition workflows for clinics and hospitals.
- Creatio CRM — a no-code CRM platform for organizations that want to build custom healthcare workflows.
