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A Quick Guide to

Growing Your BusinessWith Cloud Telephony



Table of Contents

PART 1 -

PART 2 -

PART 3 -

PART 4 -

INTRODUCTION

What is cloud telephony and why do I need it? 3Technology that gives you an edge over competition 4

A SOLUTION FOR EVERY PROBLEM

OPERATIONS:Your call data is a business gold mine. Are you using it well? 7

SALES:Boost your sales with a VIP phone number 9

MARKETING:Track your marketing ROI with virtual number 10

SUPPORT:Connecting with your customer 13

CASE STUDIES

Streamlining sales, increasing revenue 16

How a Dubai based startup tracks leads with virtual numbers18

When every second matters 20

A quick and easy solution for food delivery 22

ABOUT KNOWLARITY 23



Why SMBs

should invest incloud technologytoday

As the market looks forward to making a recovery after a prolonged recession, SMEs andSMBs are steadily revising their future growth estimates. Many analysts feel they will leadthe economic recovery in the coming months. However, much of this recovery will dependupon how soon they adapt to new technologies emerging in the market, especially thosebuilt on cloud, such as cloud telephony.

Cloud telephony is basically a virtualization of premise-based, hardware-oriented, andCAPEX-invested legacy telephony systems. It virtualizes hard components of a telephony

system — servers, wiring, PABX –into software systems that are easier to use and maintain.As it is, software-based businesses are saved from having to make sizable upfront invest-ment on hardware and on-premise telephony systems. Considerable savings are also madeon the variable expenses front because services are basically managed by the cloud tele-phony provider.

For SMEs, cloud telephony opens doors that have always been closed tothem.

Business communications used to be a big entry barrier for smaller companies because

they could not reach out to their market with legacy phone systems. Big companies, withtheir big IT budget, simply outspend them to oblivion. With the arrival of cloud telephony,that is no longer the case. For a small monthly subscription, small businesses can nowenjoy communications capability of a Fortune 500 company.

Part-13



Unfortunately, the adoption of cloud technology in the country is stillvery low. Unlike developed countries, where cloud technology plays acrucial role, businesses in India are still trying to grasp the impor-tance of transferring their business initiatives to cloud.

The economy may be struggling now, but recovery may be justaround the bend. It is just like a seed: if you sow it now, you will reapthe benefit tomorrow. That is why SMEs and SMBs need to adopt thistechnology aggressively now to reap its benefit when the economystarts looking up tomorrow.

Staying ahead of competitionWhen Company A first started out as a 3-member startup, it seemedconvenient for the founders to give their personal mobile numbers onthe company’s website, their business cards as well as on internetads. A year later, the company has grown by leaps and bounds, has ateam of 40, and faces a growing challenge of call handling. With itsnumber already widely circulated in the market, changing it wouldmean losing valuable leads. If only they had thought of having oneprofessional business number.

A cloud-based business phone number is mobile and scalable.Whether you are a three-member startup or a big company, your callsare handled efficiently. You’re even able to analyze call data and

trends. What time do you get the maximum calls? Are you callersfrom a particular region? How long do these calls last? Which day ofthe week is your call volume the highest? Know these trends andtarget your customers better.

Having a cloud-based businessnumber

Gives you an identity

Helps you streamline yourbusiness communications

Helps you reduce errors

Creates an efficientsales funnel

Part-14



Our award-winning product, SuperReceptionist, is a cloud-basedphone system that comes bundled with such a display number plusfeatures that let you route, record, forward and analyze every call evermade to that number.

It’s a virtual number you can use on your website, posters, socialmedia pages, online ads, brochures and business cards to captureleads, increase enquiry and boost customer support. Link thisnumber to your own phone or to your employees’ phones so thatsomeone is always available to take calls.

There are various kinds of display numbers.

Toll-free numbersA toll-free number is a 1800-series display number that lets yourcallers get in touch with you for free. If you have presence in multiplecountries, get toll-free numbers specific to those countries. Ourin-house research shows companies that used a toll-free number getup to 40% more calls than those that use regular numbers.

Vanity numbersThink of your favorite cab service. Before you even stored theirnumber on your phone, you probably didn’t have to write it down toremember. That’s called a vanity number, one that’s so easy to readand recollect that your prospective customers will not forget it.

Part-15



Virtual numbers to track ROIImagine you’re launching a new product and want to begin a market-ing campaign across newspapers, magazines, internet and even thestreets. That’s going to be expensive. Now if you were to use onevirtual number for each media, you would know exactly how thatcampaign fared. You’ll know the return on investment from eachmedia, which will help you run a more informed campaign the nexttime. These are some of the few things cloud telephony can do for yourbusiness. A report by BIA Kelsey shows that 55% of purchase- relatedconversions occur within 1 hour of initial mobile search. So in thisfast-paced, smartphone-wielding world, if you have to thrive, youneed a smart business phone.

How They Use It

55% ofpurchase

-relatedconversionsoccur within

1 hour ofinitial mobile

search

Part-16



If you have an office number displayed prominently on your business card, website, ads

and landing pages, you’re probably getting a significant number of calls every day. Thebig advantage of having a cloudbased telephony solution is that every call is trackedand recorded in real time. Over a period, this data is gold mine. It can tell you importantthings about your business that you otherwise would have overlooked.

Take for example, this pie charts below:

Operational:

Making the most of your call data

Part-27



New Vs ReturningWhen pitted against each, these two simple data sets can tell youexactly where your business is at the moment. For example, if youhave a high number of new callers, it could mean that an ad cam-paign you invested in really worked. High number of returning callerscould point to a problem in your product or poor performance by yoursupport team. It could also mean that your sales cycle is too lengthy.To understand the underlying issue, you can check your call logs andlisten to those conversations.

Answered Vs MissedIs your business optimized to handle peak-hour call traffic? Do you

need more hands on board or are you overstaffed? This simple piechart tells you where you stand in terms of efficiency of call handling,because a missed call means missed opportunity. If your pie tells youthat 50% of your calls were missed, you would know that it’s eitherbecause your executives are slacking or not present when the callscame in. Could it be because the calls were made in the after-hours?Should you have executives on the night shift too? Or if they’re slack-ing, who are they? Which employee is missing the maximum calls?This is the data bedrock on which you can base critical businessdecisions.

GeographiesSay, you have an office in Delhi and an India toll-free number too. Butthe pie doesn’t lie. It shows that a significant 30% of your calls arecoming from Mumbai, consistently. Shouldn’t you then think ofhaving an office in Mumbai too? May be a warehouse? How muchstock would you keep there? About 30% of your Delhi stock, ofcourse. But then you also see that 10% of your calls are coming fromSingapore. Then may be you should have a toll-free number forSingapore too? That would increase your enquiry calls by up to 40%!

Calls from Delhi: 50%Calls from Mumbai: 30%Other calls: 20%Should you have an office in Mumbai? Yes!

These are great business insights you would have missed if youdidn’t have a tool that analyzed your customer data. Plan ahead withit. Now you can make decisions based on real-time data, rather than

an assumption. That’s what smart businesses are all about.

Calls from

Delhi

50%Calls from

Mumbai

30%Other calls

20%Should

you havean office

inMumbai?

Yes!

Part-28



Sales: Generating leads throughcatchy phone numbers

A VIP number uses a combination of alphabet and numbers toincrease the recall value of your advertising. Studies show that spe-cial numbers or phone words are easier to recall by as much as

30-50%.

Who should use a VIP number?

A VIP number has great recall value, which makes it a great tool foroutdoor advertising. A number like 1 -800 – RENT is far easier toremember than a conventional phone number say 1-800-756.

A VIP number is a good investment for your Virtual office if-

You have a business website You sell your products and services online

You have a nationwide operation

Why does it work?

VIP Numbers have been in use since the last three decades. Thepopularity is such that 1-800 numbers are notoriously hard to get. Infact the popularity of the 1-800 Toll-Free Numbers spawned otherprefixes like the 1 -888, 1-877, 1-866, and the latest in the series, the

1-855 number.

Anumber

like

1 -800– RENT is

far easier to

rememberthan a

conventional phone

number say1-800-756.

Part-29



Studies have shown that a combination of number and words iseasier to remember than a 12-digit phone number. The secret lies inthe use of the word. In order to be really useful, the word following the1-800 prefix should describe the business as accurately as possible.For example, 1-800 – Flower is an ideal calling card for a flower

business. If the word is not possible, one can modify to get simi-lar-sounding word, for example, flowerz.

Benefits of using a VIP number

A VIP number is a great investment if you are running your businessfrom a virtual office. Simply add a VIP number to your virtual officeand see your business grow. The calls landing on your VIP numbercan be easily tracked. With call tracking enabled on your system, youcan build a database of leads, understand your customers, exportdata to other programs and analyze ROI of your marketing cam-paigns.

Marketing: Tracking ROI for in-formed campaignsRoll up, roll up, folks! Allow us to present the main mystery of themarketing budget: Where should you spend your hard-earnedmoolah? This question has been puzzling businesses ever since the

days of print-only media and continues to flummox marketing man-agers in this fast-paced digital age.

If you’re a business owner, you know that each passing year presentsyou with more options to advertise your company, while your market-ing budget strains to catch up. You’re not alone. Many companies arespreading their ad campaign money really thin, over an expandingnumber of online and offline marketing channels.

Let’s take a quick look at some of these channels:

Offline, there’s print, radio, television, direct mailers, and outdooradvertising such as hoardings, ads on the sides of buses, or busshelter ads. Online you have emailers, web banners, websites, andwebsite landing pages arrived at from pay-per-click advertisements,mobile click-to-call adverts and of course social media ads.

Phew! No wonder those in charge of deciding which channels tospend their money on, are scratching their heads in confusion.

“Half themoney Ispend on

advertising is wasted;the trouble is I don’tknow

whichhalf.” - JohnWanamaker

Part-210



Where to spend and how much?

This dilemma of many marketers is reflected in the famous words ofJohn Wanamaker, an American marketing pioneer, who said: “Half themoney I spend on advertising is wasted; the trouble is I don’t know

which half.” We’re sure that sounds familiar to you too.

You could of course divide your marketing budget equally among allavailable channels, but that’s poor strategy. Not all advertising cam-paigns are created equal, and not all generate the same responses. Ifyou could only tell which campaign was performing better than theothers, you would know exactly which channel to pump more moneyinto. Read on to discover how to do just that.

Measuring digital marketing responses is easier

Let’s break down your marketing campaigns into online and offlineinitiatives. Among the two, measuring responses to offline advertis-ing poses a challenge, but measuring responses to online initiatives,is very possible.

Superior analytical tools these days make it easy to figure out howmany people visit your website, which pages they peruse, whichpay-per-click advertisement they click on to get to your site, howmany people clicked on a particular ad, what search terms are usedmost often, which landing page is generating the most leads and

which special offers are prompting customers to fill out an onlineform.

So far so good, but…

What if a prospective customer sees your phone number in one ofyour many marketing campaigns and calls your business contactnumber directly to make an inquiry? You wouldn’t know if the callersaw your number online, or on a billboard, or in an emailer that yousent out. You could ask, but honestly, that’s quite annoying, so you

really shouldn’t.

In such a situation, virtual numbers, and a useful little feature called‘call tracking’ come to the rescue. It’s easy to implement, very afford-able, and works like a charm to show you which campaign is generat-ing the most leads via inbound phone calls.

Here’s how inbound phone call tracking works

Let’s assume your business has five main campaigns running simul-

taneously – a billboard, a web banner, an advertisement in a maga-zine, a click-to-call mobile advertisement, and a pay-per-click adver-tisement that leads to a particular landing page on the web.

Part-211



All you have to do is buy five unique virtual numbers and assign eachof them to a different campaign. So your billboard lists one number,your web banner lists another number and so on. Now, when some-one calls a virtual number, that number gets directed automatically toa pre-selected business phone number. For example, if you operate

mostly with your mobile phone, any customer who calls any of thefive virtual numbers you’ve associated with your marketing cam-paigns, will be directed to your mobile phone.

If you implement a call tracking solution, every single call you receiveis tracked, which means, you will know exactly how many customersare calling you from a particular number and which phone number isbeing called the most, giving you invaluable insights into whichmarketing campaign is generating the most responses.

So with one clean swoop, you manage to track responses to youroffline advertisements and also track phone responses to your onlinecampaigns. And since it all happens in the cloud, you don’t even haveto invest in any expensive infrastructure.

But, what if you miss a customer’s call?

Don’t worry about handling a flood of incoming calls. Implementing asimple IVR solution lets you direct customers to pre-recorded infor-mation that they need, or allows callers to leave a phone number foryou to call back. In short, you’ll never lose a lead.

How do you know that customers will call?

They will call! Many customers still believe in picking up the phoneand getting in touch with a business representative, before decidingto make a purchase. If you don’t believe us, maybe these figures willconvince you.

Research conducted by Google and Ipsos show that 94% of smart-phone users have needed to call a business directly when searching

for information, whether click-to-call is available or not. The motiva-tion of 42% of those surveyed was their need to talk to a real person.

There’s more!

You can even integrate call tracking with your online analytics pack-age, or with your customer relationship management (CRM) software.Doing this will give you a broader picture of each customer’s pur-chasing history, and his or her personal preferences.

Further, adding a call recording feature (really easy to do via cloudtelephony service providers), will allow you to playback mp3 files ofcustomer conversations, to learn how to improve your interactionswith them.

Implementing a simple

IVRsolutionlets youdirectcustomers

to pre-recordedinformation that theyneed

94% of

smartphone users want tocall a

businessdirectly forinformation.The motiva-

tion of 42% was their need

to talk to a realperson.

Part-212



Support: Connecting with yourcustomerThey say, a bird in hand is worth two in the bush. In business-speak, this

refers to the researched fact that it’s 6 to 7 times more expensive toattract a new customer than to retain an existing one. In other words, awise company will focus strongly on keeping those already within itsfold as happy as possible. And we all know that keeping customershappy isn’t always easy.

In fact, remember that time when you had an awful customer experienceand didn’t tell anyone about it? Yeah, we know, that never happened.Because when it comes to poor service, or unexpected product deficien-cies, or tardy doorstep deliveries, customers are very vocally indignantabout it. They will tweet their annoyance, complain on Facebook, writeblog posts dissing you, and then proceed to tell all their friends, familymembers and neighbors that your product or service is just not worth it.Naturally, this isn’t great for business.

Luckily, there are two golden rules you can follow to help you pour oil ontroubled waters. Bear in mind that these won’t solve your customerrelationship issues right away, but they are a step in the right direction.There are, of course, many important rules when it comes to customerservice, but these two are vital:

Speed: When it comes to responding to customer inquiries or com-plaints, be as quick as possible.

Imagine that you own a small but popular electronics goods store. Yousend out an email to your customer base about a sale featuring attrac-tive discounts. Unfortunately, your communication neglects to mentionthat your shop is closed on Sundays. One eager customer turns up onthe day you’ve downed your shutters and is very disappointed.

You don’t even know about this irate individual until you see his angryrant on your Facebook page, that has for some reason garnered 500

likes and the sympathy of a growing number of readers.

So what do you do?

Respond. Apologize. Implement damage control. That’s what you do andyou do it quickly. Before other readers have a chance to jump in andwallow in the reviewer’s drama. We cannot emphasize this enough – it’sessential that you respond to the complaint as fast as you can, UsainBolt-style. It may surprise you to learn that according to a survey ofsocial media users, by the joint Nielsen-McKinsey venture NM Incite,33% of respondents said they’d recommend a brand that offered a quickbut ineffective response, while only 17% said they’d recommend a brandthat provided a slow but effective solution. If this doesn’t prove the needfor speed when addressing customer complaints, I don’t know what does.

It is

6 to 7

times more expensive to

attract anewcustomerthan to

retain anexisting

one.

33% wouldrecommend abrand thatoffered aquick but

ineffective

response

Only 17%wouldrecommend abrand thatprovided aslow but

effectivesolution

Part-213



At the consumer’s end, the need for speed translates into a demand forinformation and functionality at their fingertips. Today, customers areused to getting what they want with the click of a button, or the touch ofthe ‘enter’ key. They have high expectations and little patience. Theyseek instant gratification and apart from demanding speedy resolutionof issues, they also expect to be able to get in touch with you quicklyand easily.

Easy access to you through multiple channels of communication.You must let customers know that they can conveniently reach you,through a website, or an email id, or a social media page, or better still, atoll-free phone number. Highlight communication links and numbers inall your messaging to them. Assure them that they can even get in touchwith you when they are on the move. This could be for information, or toplace complaints, or even to give you feedback. In other words, keepmany communication channels open and accessible.

Now, let’s revisit the above example. Perhaps the social media hubbubcaused by the unhappy customer, could have been averted with onesimple move. What if the email promoting the sale, had also highlighteda toll-free number to call for information? Perhaps the customer couldhave called to check on store timings and days of operations, and thusbeen better informed.

By the way, just in case you’re reading this and thinking to yourself thatphone calls are an outdated mode of communication for customers,think again. According to a study done by Forrester’s Kate Leggett, in

2013, “Voice is still the most widely used channel, with a 73% utilizationrate. This percentage has not changed in the last 3 years.”

That’s also the reason ‘click-to-call’ buttons on mobile advertisementsare becoming so popular. There are thousands of customers who ownsmart phones and use them to search for products or services. Whenthey find what they are looking for, all they need to do is click to call thecompany right away to ask a question, or place an order. In other words,companies are giving customers easier access to their business, evenwhen they are on the move.

All this isn’t as complicated as it may sound. The introduction of cloudtelephony services has done away with the hassle, and costs related toimplementing your own telecom infrastructure. Phone numbers areeasily available and charges are really affordable. So, there’s really noexcuse for any business, small, medium, or large, to leave voice servicesout of their customer service strategy. With convenient features like IVR(Interactive Voice Response), voicemail, and call recording, you won’teven ever miss a customer call. You can always call back and showthem how important they are to your business.

Don’t forget. Follow the two golden rules and you’ll be well on your wayto wiping the frowns off a few customer faces.

Voice is

still the

mostwidelyusedchannel,

with a

73%

utilization

rate

Part-214



Case Studies

Virtual number

Fast Food Chain Case Study



Streamlining Sales, Increasing Revenue

CASE STUDYBiopharmaceutical

Bio-Com (name changed on request) is a biopharmaceutical company

based in Taguig, The Philippines. It develops biological products,including disinfectants and swine veterinary products.

The Problem

The company relied on its phone for leads. Retailers and distributors called onthe company’s display number to place their orders. While it may seem like aharmless arrangement, Bio-Com realized it was losing business to competitors

every time it missed a call when its executives were busy on another line, or thecalls came over the weekend or in the afterhours.

The firm knew that by not having a proper call management system, it waslosing important orders. Due to the unavailability of its agents, the customershad no choice but to order from competitors. This meant that the company waslosing money with every missed phone call!

Part-316



Knowlarity had a solution

That is when SuperReceptionist came into the picture.Knowlarity provided the company with a local Filipinonumber and a cloud-based call management system. Now,

every potential customer who called Bio-Com was warmlygreeted and directed to the correct department or executive.All order calls were now instantly being routed to salesagents who were able to close deals faster. Similarextensions were set up for various other departments.

Bio-Com routed all calls received on Saturdays and Sundaysto their agents’ mobile numbers. If the employee was busy,the client would leave a voice message regarding his query

so that the agent could call back first thing on Monday morning.

Through call logs and recordings, the company was able tocheck its call volume, track the call flow (for duration,geography and time of the day), track missed calls, and listento conversations to monitor quality.

How we helped

No more missed leads

Calls are handled efficiently, routed to the right agent

Internal quality control through call recordings

Better customer engagement round the cloud, seven daysa week

Improved agent performance

Increase in revenue as more orders can be taken

FACT BOX

Founded

Location

1989Taguig,The Philippines

Learn more about SuperReceptionist onhttp://www.knowlarity.com/sr/ Give us a call on ourToll-Free number (+971) 45508331 or

email us at [email protected]

Part-317



Knowlarity’s virtual numbers helpDubai-based startup track leads

Virtual number

CASE STUDY

Compareit4me.com is the leading financial comparison site in West Asia,helping users find and compare credit cards, personal loans, mortgages, carloans, insurance and bank accounts from a diverse range of local andinternational banks and financial institutions.

The Journey

It all began when Jon Richards first arrived in Dubai from the UK and struggledto have his doubts cleared on the best banking solutions available in themarket. He then started to collect information on the different options availableand shared these online on a personal blog. He quickly realized that it was abigger need among the UAE’s residents. Hence, the idea was born andJon Richards, along with his co-founder Samer Chehab, launched the company

in 2011 to help people compare financial products at the click of a button.

Part-318



How Knowlarity helped

Once the user finds what he is looking for by comparing allthe options on the site, he prefers to talk to an agent to getmore details on the product before making a transaction.

Compareit4me wanted to know what users picked from theoptions, but without having to set up a call center or manuallytransferring the calls.

That is when Knowlarity’s Virtual Numbers proved mostuseful. The company simply assigned one virtual numbereach to banks and financial institutions. When a visitor calledon a virtual number, the call was automatically transferred tothe bank concerned while Compareit4me was able to track it.

The website today gets about 150,000 users per month withover 20,000 solutions from about 40 banks, brokers andfinancial institutions. With Knowlarity’s virtual numbers, it isable to track leads generated through the website, withouthaving to spend on setting up a call center or training staffon various banking solutions.

From a personal blog to a fast-growing global company,

Compareit4me is a firm to watch out for. It has presence inthe UAE, Qatar, Bahrain and Kuwait, and is looking to expandin Saudi Arabia and Egypt.

With Knowlarity’s Virtual Numbers

Compareit4me.com tracks leads generated through itswebsite

Doesn’t need a call center or trained staff Helps the company understand which banks/solutions

are performing better Helps understand trends and use real-time analytics Generates leads for a fraction of the cost of an

information center

FACT BOX

Founded

Countriescovered

Users

2011

UAEBahrainQatarKuwait

150,000

per month

Solutions tocompare

20,000

Banks, Brokers& Institutions

40To learn how you too can benefit fromVirtual Numbers, visit

www.knowlarity.com/solutions/virtual-number/

Give us a call on our Toll-Free number (+971) 45508331 oremail us at [email protected]

Part-319



CASE STUDY

How Fortis uses it to save lives

It’s just another day at the Fortis Hospital on Okhla Road, New Delhi.The doctors are doing their rounds, the Emergency wing has a steadyflow of patients, friends and family hover restlessly in waiting areas. Avisitor would never know that a minute ago, Mr. Chandra, a patient at

the hospital, suffered a SegmenT Elevation Myocardial Infarction(STEMI) — or simply put, a severe heart attack. A blocked coronaryartery has stopped the flow of blood through old Mr. Chandra’s heartand with every passing second, his heart muscle is dying.

Thankfully, a minute ago too, Code STEMI was activated by an alertmedical staffer. This alarm system is, at this very moment, calling everyexpert required to save Mr. Chandra’s life. It is relentlessly and simulta-neously phoning and messaging, cardiologists, anesthetist, cath lab

experts, administrators, nurses and technicians to ensure that theyrush to the dying man’s assistance.

Within the next few minutes, Mr Chandra will be moved to the Cath Lab,where doctors will assess the damage to the heart tissue and ensurethat blood starts flowing through his heart again through medication, acardiac catheterization or, if need be, an open heart surgery.

Medical standards dictate that it should take no more than 90 minutes

for a hospital to open the blocked coronary artery of such a patient.Fortis, with the help of Code STEMI, has managed this feat in just 30minutes!

Part-320



A reliable emergency solution

Fortis Healthcare, which runs a chain of specialty hospitals inIndia and abroad, has been using Knowlarity’s emergencyresponse system (ERCC) for the last 4 years. The two emergen-

cy codes – Blue and STEMI – have helped the hospital savethousands of lives by efficiently summoning medical staff intimes of crises.

A Code Blue emergency is a lot more urgent. This is typicallywhen a patient has no pulse or is not breathing. Internationalstandards warrant that in such a case, the team must respondwithin 4 to 6 minutes to resuscitate the patient. Fortis, with theCode Blue application, has been able meet that deadline.

How ERCC changed everything

Rajiv Gupta, Deputy Manager, Medical Operations, Fortis, wasthe one who brought ERCC on board. After a six-month trialperiod and a series of customizations to suit their needs, Fortisnoticed a marked improvement in its emergency response time.That’s when he decided to take ERCC on board permanently.

“Since we got ERCC, the hospital has been able to bring downits error rate by 90%,” he says.

“Before ERCC, we found discrepancies in our emergencyresponse system. Sometimes teams couldn’t reach the sceneof emergency on time apparently because they didn’t receivethe call, or they didn’t see the message on time, or they didn’thear the phone ring, etc,” says Rajiv.

The ERCC log records every small detail. “It lets us know atwhat time the call was placed, how many times it called on arecipient’s phone, after how many rings it was answered, and ifit was not answered, then why not,” says Rajiv.

“Having a credible system that allows us to respond on timeduring an emergency is very important for us. And because ofit, we are able to meet that deadline 99% of the times,” he says.

“With the

ERCC

solution,we areable tomeet that

deadline

99% of the

times.”

Part-321



Fast Food Chain Case Study

Quick and Easy

Faaso’s is a chain of home delivery and takeout outlets serving fresh Indian fast food. Started as a single

outlet in Pune in 2003, they now have over 75 outlets spread across Pune, Mumbai, Bengaluru,

Ahmedabad and Vadodara. Faaso’s accepts orders online, via their website and twitter handle, and of

course over the phone.

Faaso’s mantra is simple - never miss a single delivery order from a customer. While all order placed viatheir website and twitter can be tracked and fulfilled, entertaining every customer trying to reach Faaso’s

via phone can be tricky. How would this work if all the agents were busy when a customer tries to call?

What happens to all the missed calls?

Knowlarity provided a simple, yet ingenious solution. Let’s say a customer, Anil, calls a Faaso’s outlet to

place his order. Being peak lunch hour, all the agents in the outlet are busy taking orders from other

customers. Instead of getting a busy tone, Anil is redirected to Faaso’s centralized call center. The call

center agent takes down his food order along with delivery address details, and passes the information to

the delivery outlet. Anil gets his food delivered as usual. This way the customer has great experience with

the outlet and Faaso’s never misses a customer call.

In a rare scenario, when all agents in the outlet and the centralized call center are busy, there are a few

missed calls. In such cases, Faaso’s agents track all missed calls using our product immediately and call

them back in a matter of seconds.

The solution is so simple that every new outlet that opens has to just redirect incoming calls to the call

center when the outlet lines are busy. This way Faaso’s have stayed true to their mantra of delivering hot

fresh food to everyone that calls, and their customer base has consistently grown.

. . . .

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...................

................... .................................

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. . . . .

. . . . .

. . . . .

. . . . .

Track all missed callsusing our product

Agent Immediatelycall them back in a

matter of secondstakes down his food

order

Passes the information to the

delivery outlet

The call center agent

takes down his foodorder along with

delivery addressdetails

If line busy, tranfer

call to call center

Customer callsFaaso’s

Faaso’s call center

Part-322



About KnowlarityKnowlarity was the first to introduce cloud telephony for businesses in India. It wasset up in 2009 with a goal to revolutionize the way small- and medium-sized com-panies communicated. The startup is backed by some of the best venture capital-ists in the world: Sequoia and Mayfield. Headquartered in Singapore, it has officesin India, Dubai, Turkey and the Philippines, and has a presence in more than 65countries. Its customers range from first-time entrepreneurs to multinationals likeL&T and Gold’s Gym. It has proudly served more than 12,000 companies worldwide.

For more information, visit www.knowlarity.com.Give us a call on any of the numbers below or write to us at

[email protected]

India Sales : 1800-102-3811Support : 1800-419-0333Landline : (+91) 116-646-8129

Argentina (+54) 115-9841-288

Australia (+61) 871-233-004

Bahrain (+973) 161-99-635

Brazil (+55) 113-9588-425

Chile (+56) 552-532-568

Columbia (+57) 289-12-842

Greece (+30) 211-1984-298

Israel (+972) 397-86-448

Malaysia(+60) 154-815-2054

Mexico (+52) 449-235-0237

New ZeaLand (+64) 988-73-906

Philippines (+63) 26406899

Singapore (+65) 315-85-434

South Africa (+27) 875-502-485

UAE (+971)45508331

Ukraine (+380) 947-115-262

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