In a world the place ‘information is the brand new oil’, the race to harness its insights to reinforce buyer experiences, has by no means been extra pressing.
Whereas buyer expertise encompasses a variety of interactions, there’s a effective line between significant engagement and overwhelming a buyer, significantly relating to buyer relationship administration applications (CRM).
Navigating this delicate steadiness requires a deep understanding of buyer behaviour and a considerate method to engagement. Companies should make sure that their communications are personalised, related, and respectful of buyer preferences, all whereas sustaining a real connection. Reaching this stage of precision in buyer relationship administration is not any straightforward feat, particularly as companies scale and buyer expectations evolve.
Bridging the client engagement hole
Easyrewardz with a presence throughout sectors like retail, leisure, BFSI, healthcare and meals and beverage has efficiently addressed this hole.
Its end-to-end (E2E) CX options for the business-to-customer (B2C) section have revolutionised how retailers and clients have interaction with one another, making certain each events are delighted in the long term. “Our suite provides an inbuilt technique roadmap from acquisition to retention that helps to chop by means of information silos, thereby delivering linked and constant buyer experiences”, mentioned, Soumya Chatterjee, Co-founder & CEO, Easyrewardz.
Their all-in-one CRM resolution Zence automates the entire life cycle of the client, bringing gross sales, service, advertising and analytics collectively, to energy your complete buyer expertise. It provides a single view of consumers and linked experiences throughout varied channels.
Increasing into numerous sectors
After being on the centre of a number of consumer-facing industries, the corporate ventured into BFSI. In contrast to earlier, monetary establishments and banks realise that CRM isn’t only a device to draw new clients but in addition to construct significant relationships with them. Shifting past financial transactions between banks and clients, new-age banking is all about encouraging worthwhile buyer behaviour throughout merchandise and channels, apart from creating advocacy and acquisition alternatives for the financial institution. With Easyrewardz, banks can outline level charges and keep linked with clients through data-led communication, and leverage the ability of knowledge to know their impression.
The corporate can also be large within the healthcare section. “Considered one of our largest differentiators is the introduction of a CRM programme in healthcare in India—tapping into our in-depth understanding of the affected person journey and ultimately integrating it with its CRM options,” shared Chatterjee.
Easyrewardz focuses on making a easy affected person expertise by providing tailor-made communication, appointment reminders, personalised therapy plans, and advantages that improve satisfaction. The CRM ensures requisite information safety and compliance with healthcare requirements.
Driving world progress and customer-centric options
Increasing past home markets, Zence CRM at present operates in India, Southeast Asia, Europe, the Center East and Africa (EMA).
“We’re on monitor to achieve $10 million in annual recurring income (ARR) and have achieved profitability as effectively. This exhibits our dedication to constructing a sustainable enterprise mannequin that delivers long-term worth for our traders,” mentioned Chatterjee.
As we speak, the model’s foundational rules of buyer engagement have served them effectively throughout industries. Values like Buyer Democracy™ which interprets to designing methods on buyer wants and enterprise KPIs or its method in the direction of creating industry-specific options like the primary CRM program in Indian healthcare with the flexibility to scale effectively throughout verticals, has helped them strengthen their market positioning in India and globally.
“Our CRM options are extremely adaptive and might obtain go-live inside 30-60 days. These initiatives strengthen our market place and gasoline fast progress, enabling Easyrewardz to remain aggressive whereas providing differentiated, future-ready options,” added Tejas Kadakia, Co-founder & Gross sales Director, Easyrewardz. He credit Easyrewardz’s progress to its experience in leveraging current relationships with world shoppers like Bata, Burger King, and Levi’s to enter new markets.
Overcoming challenges
Nonetheless, their journey, like many others, was ridden with challenges. Within the preliminary years, the imaginative and prescient of Easyrewardz was to have a portal the place clients might accumulate straightforward factors from flight bookings and redeem them for future journey.
In 2012, the tip of Kingfisher Airways hit them exhausting since flyers moved to Jet Airways with their program.
Round then, the Easyrewardz crew met consultants and gained insights on bridging the hole out there by creating an API-based SaaS platform to create CRM applications for retailers. With the assist of household and pals, the bootstrapped firm raised near $100 thousand and launched the primary model of Zence.
In November 2019, the corporate raised $4 million from Flipkart in Collection B. The crew used these funds to increase their SaaS platform from loyalty to creating Zence. Corporations can orchestrate a holistic CX technique with the Zence CRM stack and nurture lifelong buyer relationships.
As we speak, Easyrewardz can also be an enormous participant within the BFSI {industry}, with shoppers like RBL Financial institution, Kotak Financial institution, Bajaj Finserv and India Infoline Finance Restricted (IIFL).
Increasing world footprint and management
Seeking to the longer term, Easyrewardz is dedicated to increasing its footprint throughout new geographies and scaling its operations globally. The purpose is to quickly develop and set up itself as a worldwide chief in CRM options market.
The corporate has been rising at 2x YoY for the previous two years and expects to keep up this development sooner or later.
“We goal to proceed innovating, bringing cutting-edge expertise, AI-driven personalisation, and seamless omnichannel integration to manufacturers worldwide. As we develop, our focus will stay on creating significant, customer-centric options that drive worth throughout industries, positioning Easyrewardz on the forefront of the worldwide CRM market”, mentioned Chatterjee.