Theres a Customer Born

Every Minute
Grow Your Business on Cloud

Contents
1-

Customers: Your Most Valuable Asset

2-

Get Customers to Do Your Marketing

Spark Customer Engagement Using Cloud
Dangers of Ignoring Customer Requests

3-

Ring the Power of Cloud Because Your Customers

Deserve the Best
Quick Response Can Initiate a WOW Factor For Customers
Why Startups and SMBs are on Cloud Nine

4-

Experience the Real Transformation of Business

Communication
Acquire, Grow and Retain Customers
Unlock Greater ROI

5-

Solving Challenges of Cost and Security

Cloud: Not as Expensive as You Think
Data isnt Secure on Cloud

6-

Case Studies

7-

About Knowlarity

03

Customers: Your Most Valuable Asset

Customers: Your Most Valuable Asset

They are the face
of your brand,
support system for
life and the real
capital source of
your business

Small enterprises operate within a

highly competitive environment
comprising of dynamic customers and
ever changing business needs.
Underestimating the psychological
makeup of customers is detrimental to
the success of SMBs in the world of
business. Unless an organization cares
about its customers, they will choose
not to reciprocate in the same way.

Most customers like to talk, whether theyre

talking about a product they loved or a service
that left them wanting. Word of mouth,
outstanding advertisements, eective
promotions and relevant marketing strategies
are at the heart of any business; marketers
must avoid sneaky promotions which can
generate quick sales but may falter soon
leaving businesses with no scope for growth.
And hence, it is only fair to say that businesses
should make an eort to value customer needs
allowing them to feel important and not duped.

Know Where Your Customers Come From

100
80
60

88%*

84%*

Regard Online Reviews**

74%*

40

68%*

20

Trust Recommendations**
WOM**
Consider Online Opinions
From Other Consumers**

Note: * Customers; ** Inuencing Factors

Source: Brightlocal, Nielson, Ogilvy, Google and TNS

04

Get Customers to Do Your Marketing

Get Customers to Do Your Marketing

A happy customer
will share his
experience with
nearly 4-6 people

Spark Customer
Engagement Using Cloud

Dangers of Ignoring Customer

Requests

For most customers, feelings are facts.

Gallup describes customer engagement as
the denite predictor of business growth.
Usually, customers get emotionally
attached to brands and engaging them
often will help improve loyalty strategy,
attract new visitors, transform customers
to promoters, decrease churn and increase
the overall customer retention.

Your customers will bound

to feel neglected
Your competitors will
thank you for helping them
take over your existing
customers

80% of customers say the number one

factor that leads to a great customer
service experience is when companies
engage them regularly and have the
context of their last conversations. Also,
most businesses dont realize that it takes
12 positive experiences to make up for one
unresolved negative experience.
Successful leaders of startups therefore
adopt cloud technologies to actively
engage customers as part of running their
business and largely eliminate the overload
that do not contribute to short-term
survival. In the age of the customer, the
best way for enterprises to boost customer
interactions is by experimenting with
robust technology like cloud.

Can negatively impact

Word-of-Mouth promotions
You might fall short on
lead generation

You cant calculate true ROI

Source: White House Oce of Consumer Aair, MarketWatch and Understanding Customers by Ruby Newell-Legner

05

Ring the Power of Cloud Because Your Customers Deserve the Best

Ring the Power of Cloud Because

Your Customers Deserve the Best
Quick Response Can Initiate a
WOW Factor For Customers

41%
41%

Why Startups and SMBs are on

Cloud Nine
SMBs and startups using cloud-communications are able to report
a signicant growth as opposed to their peers who do not. Their
reward is survival in the face of odds for the rst two years and
cloud technology has been encouraging them to make the most of
its cost-cutting solutions. The benets are reaped not just in terms
of revenue; SMBs and startups relying on unied communications
provide better customer experiences, accelerate conversion rates
and generate prots of 21% higher than those who do not.

hours
of customers
expect response
within 6 hours

SMBs Using Cloud-Based

Application

40
35
30
25
20
15
10
5
0

hours

36%*

Customer
Proposition

Day

21%*

Day

18%*

22%

Day

4-7%*

17%

Never
respond

14%*

Business
Productivity

19%

Customers
Time taken to respond

Enterprise
Application

Source: Help Scout

Source: Deloitte

Infrastructure
/Storage

19%

06

Experience the Real Transformation of Business Communication

Experience the Real Transformation of Business Communication

Cloud technology
encourages SMBs
and micro rms to
foster healthy
customer
relationships and
win over elusive
customers in a
short span

Acquire, Grow and Retain

Customers
To acquire and retain todays empowered
customers, businesses need to be smart in their
technology investments. When competition is on
rise, cloud oers entrepreneurs the opportunity to
streamline operations and unlock more capital to
invest in emerging markets. Adding call intelligence
to the existing tool help businesses to connect and
oer round the clock services to customers.
While in the process of setting up a platform for
sustainable rapid growth, SMBs should continue to
optimize this technology to deliver consistent,
personalized experiences that are core to their
customer value proposition.

Distressing Numbers on Customer Churn

In the year 2011, 78% of customers
bailed out on a transaction due to
poor service experience
A typical business hears

100

The fastest growing small scale rms make extensive

use of cloud technologies to measure and build ROI.
Most SMBs and startups today, leverage
enterprise-grade-technologies to overcome severe
challenges like capital and skills. On an average, small
businesses using cloud are growing 26% faster and
delivering 21% higher gross prots. 85% of SMBs
swear by cloud to scale and grow their business.

The Impact of Cloud on ROI

21%

26%

more
protable

faster growth
Enables

Encourages

of SMBs to
scale and grow

of SMBs to
explore new
markets

80%

77%

80

dissatisfaction from 4% of its

overall customer base

60

96% of customers dont voice

complaints while 91% of them dont

20

turn back

Unlock Greater ROI

40

0
Source: 1Financial Training services.

Supports
Helps

2/3

of SMBs to
beat competitors
Source: Deloitte

3/4

of startups to
focus on strategic
projects

07

Solving Challenges of Cost and Security

Solving Challenges of Cost and Security

Cloud: Not as Expensive
as You Think
Some startup rms even today
believe that cloud technology is an
expensive challenge available only to
those who are willing to indulge in
cost heavy investments.
Cloud platforms have been adopted
by small scale rms because of its
easy provisioning, exible scaling and
cost saving solutions. Reports suggest
that 70% of SMBs reinvest money
saved as a result of moving to the
cloud.

Data isnt Secure on Cloud

Arguably, the easiest assumption to
make is that data isnt secure on cloud
as compared to IT infrastructures.
The cloud security is rapidly becoming
just as eective as on-premises data
protection with service providers
making considerable investments to
strengthen their security architecture.
Findings show that cloud technology
provides 94% security benets.

Source: PCWorld

08

Case Studies

Case Studies
Indias largest
branded network
of hotels oers
services to
enhance the
experience of
people staying
away from home

Whats the Solution Oered?

>

>

Inbound Solutions For

Customers

Click-to-Call for Hotel

Managers

Knowlarity provided 15 virtual

numbers with IVR solutions to ease
the hotel booking system for
customers and help them connect
to the right division or person.

The client can easily get in touch with

customers through Click-to-Call, an
instant calling widget which is mapped
directly to the customers contact
number.

Success Story
The company plans to procure more virtual numbers from Knowlarity as their
operations expand; the management intelligently handles calls and delivers
rst-class services to customers.

09

Case Studies

Case Studies
A leading
educational
e-platform is trying
to establish a
steady change in
the way science
education is been
imparted to
students

Whats the Solution Oered?

>

Knowlarity provided a Toll-Free solution with an IVR system to streamline

customer base, deliver better customer experiences and smart handle
business calls.

Success Story
The client has encouraged the benets of Toll-Free number on various social
platforms to create better visibility of its services.

About Knowlarity
Knowlarity was the rst to
introduce cloud telephony
for businesses in India. It was
set up in 2009 with a goal to
revolutionize the way
small- and medium-sized
companies communicated.
The startup is backed by
some of the best venture
capitalists in the world:
Sequoia and Mayeld.
Headquartered in Singapore,
it has oces in India, Dubai,
Turkey and the Philippines,
and has a presence in more
than 65 countries.
Its customers range from
rst-time entrepreneurs to
multinationals like L&T and
Golds 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
globalsales@knowlarity.com

India Sales 1800-102-3811

Support 1800-419-0333
Landline (+91) 116-646-8129

Israel (+972) 397-86-448

Argentina (+54) 115-9841-288

Mexico (+52) 449-235-0237

Australia (+61) 871-233-004

New ZeaLand (+64) 988-73-906

Bahrain (+973) 161-99-635

Philippines (+63) 26406899

Brazil (+55) 113-9588-425

Singapore (+65) 315-85-434

Chile (+56) 552-532-568

South Africa (+27) 875-502-485

Columbia (+57) 289-12-842

UAE (+971)45508331

Greece (+30) 211-1984-298

Ukraine (+380) 947-115-262

Malaysia (+60) 154-815-2054