Best Pipeline Ever, ARPA Up 50% YoY: How Freshworks Built a Unified GTM Engine with Outreach

How Freshworks Built a Unified GTM Engine with Outreach

Freshworks set out to simplify a sales motion that had become scattered across too many tools. Before consolidating on a unified GTM platform, sellers were stretched across disconnected systems just to execute day-to-day outreach.

“We wanted to see Outreach as a centralized system of revenue and orchestration.”
— Courtney Hirata, VP of Global GTM Strategy & Transformation, Freshworks

The Challenge: Fragmented Sales Tools Limiting Revenue Growth

The friction was real. Multiple logins, scattered engagement history, and disconnected data meant that no single tool gave leaders visibility into the entire customer journey. Sellers checked emails in one system, managed calendars in another, tracked deals in a third—losing valuable time and context switching between platforms.

“Before Outreach, it meant going to multiple platforms. Sellers needed to check emails and keep a bunch of reminders on their calendars just to reach out to prospects.”
— Yesh Kumarendhiran, Head of GTM Technology & Operations, Freshworks

The Solution: A Single Source of Truth, Powered by Outreach

With Outreach as the backbone of its go-to-market motion, Freshworks replaced scattered workflows with one unified system.

“We’re no longer working across a bunch of different avenues and mediums. We have a single source of truth.”
— Courtney Hirata, VP of Global GTM Strategy & Transformation, Freshworks

Kaia™: Every Sales Conversation, Captured and Searchable

Freshworks uses Kaia to capture every sales conversation in the same system where its sellers already work. Calls and meetings are recorded, transcribed, and turned into insights, so leaders have a clear view of what sellers and prospects are discussing, without leaving Outreach.

“Kaia has been fundamental in giving us access to all of our sales discussions and conversations. It really helped us get access to all the insights from the discussions our sellers are having.”
— Yesh Kumarendhiran, Head of GTM Technology & Operations, Freshworks

The Results: One System, Full Visibility

With engagement, conversations, and insights all in one place, Freshworks has the clear, connected view it set out to build. Sellers spend their time with prospects instead of switching between tools, and with Kaia conversation intelligence capturing every call and meeting, leaders can see what’s being discussed across the entire customer journey. Since going wall-to-wall with Outreach, the team has built its best pipeline ever and closed its biggest deal to date.