FlashCX.ai

Inspiration

In this COVID era, field sales and services has taken a seat in the home offices. Now, with majority of the workforce at desk, the dependency on collaboration and using CRM has increased multifold. This brings a productivity block as an agent needs to keep switching between slack/teams and their CRM. They will make call or collaborate at one system and then updating it on the other system. This is a huge blocker and affects ROI for the organization.

What it does

FlashCX.ai creates an unified experience by bringing Freshworks Suite right at their collaboration platform such as Slack or MS Teams or Webex. Now agent can pull a service request or a customer account and then make a call from slack/teams and then log a call report right there. They do not need to leave where they are. Another example is, collaborating with colleagues working on the same sales deal and at the same time be able to update a deal in the system right from slack or teams.

How we built it

We built our stack using FreshWorks CRM APIs, Google Cloud Platform as backend and then using Angular Material as the frontend for the admin area of our app. This further involved using APIs from channel vendors such as Microsoft Teams, Slack & Webex by Cisco.

Challenges we ran into

There were many challenges such as dealing with so many vendors for so may ways to use their api, following the security model and then bringing a very optimized solution for the target customer in mind.

Accomplishments that we're proud of

We are the only app that connects with all the 3 major collaboration platforms such as MS Teams, Webex and Slack and bring data from FreshWorks CRM and FreshDesk as well.

What we learned

We found FreshWorks platform very easy and intuitive to work with compare to some other vendors in the same space which are offering similar capabilities but with a lot more complexity