Case Study: The Coffee Mate achieves unified multi-market phone ordering and faster sales with Freshworks

Coffee Mate Finds Phone as a Convenient Ordering Channel With Freshcaller

The Coffee Mate is an international omnichannel coffee and coffee‑machine retailer operating across Europe with 12+ sales channels. As they expanded from local desk phones to multiple markets, The Coffee Mate needed a unified sales and support solution to handle email, chat and phone across different teams and local numbers; they selected Freshworks (using Freshcaller alongside Freshdesk and Freshchat) to meet that need.

Freshworks implemented Freshcaller as part of its Freshworks ecosystem, providing local numbers under one account, call recording, call transfer, call notes and reporting to give teams full context and analytics. The Coffee Mate now uses Freshcaller daily across sales and support, has added phone ordering as an alternative payment channel, and leverages call recordings and reports to make data‑driven decisions—speeding up customer care and accelerating sales.

The Coffee Mate

Laura

Country Manager