INLAND WORLD LOGISTICS

CRM APP KNOWLARITY

INTEGRATION- BENIFITS
SANJUKTA PAUL
 CRM SKILL DEVELOPMENT – Importance of Knowlarity App
Why CRM app is important to the LOGISTIC service sector?
• CRM system, a tool that helps with contact management,
sales management, agent productivity, and more. CRM tools can
now be used to manage customer relationships across the
entire customer lifecycle, spanning marketing, sales, digital
commerce, and customer service interactions.
OPTIMIZING TECHNOLOGY FOR BETTER
GROWTH • Cloud CRM applications allow our businesses to pinpoint
exactly where their sales process needs changing, so they can
develop a loyal customer base that continues to choose them
over the competition.
end-to-end ERP solutions including Operation,
Finance, HR, CRM and System integration capabilities with
associates • A CRM tool lets us store customer and prospect contact
information, identify sales opportunities, record service issues,
and manage marketing campaigns, all in one central location —
Dashboard and Mobile Apps enabled Digital Payments and and make information about every customer interaction
Process Automation available to anyone at your company who might need it. CRM
helps us to drive business growth.
Realtime Tracking and alerts management
• CRM app is quick and easy to implement. A cloud-based
system doesn’t need to require special installation, and there’s
BI , Integrated MIS no hardware to set up, keeping IT costs low and removing the
headache of version control and update schedules. This is very
cost-effective in terms of capital outlay and is also extremely
flexible — enabling us to scale up and add more people as our
business grows.
BSI REQUIREMENTS – Problem Statement Area of Our Business
 BSI REQUIREMENTS – Problem Statement Area of Our Business
As per the requirements of BSI norms, we have to install one CRM application on Pan India Basis.
Business Problem Area—

1. Audit Awareness and Coordination- Lack of awareness and interest upon Audit/Inspection and implementation due to lack of skilled manpower at the
site available.
2. Customer Voice – No adeqauate mechanism available to log reports and work on customer voice complaints, feedback, CSAT Score, Management
Review
3. Communication, Unity of Command & Control: Lack of clarity into reporting structure, escalation matrix with accountability and responsibilities
observed.

4. Digital Marketing Integration with Zoho – Without any CRM app we can not track our source leads from our website, Email, or other Digital Marketing
Channels, and Cannot Track the conversion rate, and Revenue Generation

5. Complaints not tracking Properly: We also face delay issues to resolve any complaints on a daily basis. And sometimes it is because of manual handling
of the data of root cause and warehouse, So we need to track all the complaint sheets through the Autogenerated Software app. So that we can smooth the
process and easy to analyze and resolve the issue.

6. Performance Tracking of CRM– Without any auto-generated data we can not show any analysis like feedback analysis, call analysis, or miss call analysis.
CRM MIS should done with the proper Auto-generated Raw data or Documentation. And it will affect their performance also. We can not track them
manually.

7. Root Cause analysis, function involved, MRM, and Action Taken: We should not take any action if the MRM is not prepared on proper documentation

So We need to accumulate all the raw data by auto-generated application and on a research basis from 2021 we integrate our CRM app with Agent’s
Mobile no, So that we can recover those properly.
 BSI REQUIREMENTS – Business Solvation through Knowlarity Integration
- Knowlarity provides cloud communication solutions for businesses, including virtual phone numbers and IVR systems.

Benefits of using Knowlarity app for our businesses:

- 1. Improved Customer Communication with automated call routing and IVR systems.
- 2. Cost Savings through cloud-based solutions.
- 3. Scalability for adapting to changing communication needs.
- 4. Enhanced Productivity with call recording and analytics.
- 5. Global Reach using virtual phone numbers.
- 6. Integration Capabilities with CRM and business tools.
- 7. Accessibility from anywhere for flexibility and remote work.
- 8. Data Insights for informed decision-making.
- 9. Compliance and Security measures to protect customer data.
- 10. Secured data storing.
- 11. Customer Engagement via SMS campaigns and automated follow-ups.- Benefits may vary based on plans and business needs.
- 12. easy to use, easy to access,
- 13. Affordable with little upfront costs,
- 14. Requires no hardware to purchase or software to maintain,
- 15. Supports multiple devices,
- 16. Compatible with third-party products,
- 17. Clarity in Auto-generated Report Structure – Analytic Dashboard available
- 18. Tracking for Better Performance,
- 19. Faster deployment.
- 20. Automatic software updates
- 21. Increased collaboration
 Competitive Analysis of Knowlarity
• While most CRM Competitive apps offer similar features, we have been loyal customers of Knowlarity since 2021, benefiting from their
24*7 service, robust Pan India network support, efficient call recording, and overall positive impact on our business growth

• Knowlarity leads in automated voice technologies, providing cost-effective custom voice solutions for organizations to make personalized
calls to numerous customers daily. Their product range includes Superreceptionist, SmartIVR, Super Conference, Knowlus, and Gupsup,
with a commitment to advancing telephony and voice technologies for entrepreneurs. After the GUPSUP collaboration, Knowlarity’s
Annual turnover is 1464 Cr whereas Runo’s is only 16 Cr. So Knowlarity is one of the biggest Established companies in the telephonic
competitive world with an experienced service provider.
Please check the link below:
• https://www.google.com/amp/s/inc42.com/buzz/saas-unicorn-gupshups-fy22-profit-narrows-to-inr-40-cr-revenue-crosses-inr-1000-cr-
mark/amp/
• https://www.knowlarity.com/news-events/knowlarity-is-now-a-part-of-gupshup
• https://growjo.com/company/Gupshup

• .Our primary challenge revolves around data security and GDPR compliance in AWS storage. Many startup CRM apps neglect these crucial
aspects, such as data storage security, IT agreements, and nondisclosure agreements. Notably, companies like RUNO APP (established in
2018- GSM sim-based Mobile app) prioritize competitive pricing, to enter the market, whereas Knowlarity (Established in 2009- Cloud
Based Software) stands as a global telephony leader in India

• To facilitate our analysis, I'm sharing a competitive feature analysis of Knowlarity with other apps via this link: [Google Sheets Document]
• https://docs.google.com/spreadsheets/d/1-iwnl9-29LpDgR3rTbs30r4RXRdCporbIm-BdPUoB_w/edit?usp=sharing
 Knowlarity Integration

Conclusion: As per the guideline of IWLPL management, we want to integrate KNOWLARITY CRM APP in
Delhi region also, so that you can track your business leads properly and will increase your Revenue as well.
 IWLPL CRM REPORT LINK (smple):

AGENT WISE CALL BREAKDOWN REPORT ANALYSIS: 22-08-23 TO 28-08-23

https://docs.google.com/spreadsheets/d/1nWwqvCr7cal4CctJnLEzSe2zTuN1TFcVfGiQLidupNk/edit?usp=sharing

Agent Wise Miss Call Analysis Report

https://docs.google.com/spreadsheets/d/1UQC7nmFc8gHPDkJVosX7iATFjTNtFCkFoZ8PuJ588go/edit?usp=sharing