The business market is highly segmented, with considerable differences between different horizontal segments. Organisations of different sizes have different needs and need different solutions. How can service providers break the vanilla model and deliver solutions that appeal to organisations of different sizes? How can they help organisations as they grow and as their needs evolve?
The business market is highly fragmented, split along vertical and horizontal lines. Quite apart from the needs of specific sectors, companies of different sizes have very different requirements. Companies can range in size from sole traders to the largest multinational, with thousands of employees, with an equally diverse range of budgets. Since there are vastly different numbers of companies in each horizontal category, it’s worth paying attention to these needs. What does this mean in practice?
Well, a sole trader may not benefit from a full UC or Mobile PBX service, but they might from a solution that allows them to manage their business number, protects their private identity, and allows services to be shared between different devices. In the same way, a small team can benefit from a single number, shared across different users. With the additional status and presence information, team members can temporarily absent themselves from the group, with no disruption to the call management service.
With growth comes differentiation, so a company with, for example 10 employees, might have different roles, so allowing callers to find the right team means less wasted time and more efficient processing of enquiries. And so it goes on. Just as a company is organised into convenient units, departments and teams, so call management can be applied to each, allowing calls to be directed to the right people, at the right time and catering for the availability of each user. At the same time, such management services can be allied with direct lines, so individual numbers are coordinated with those of the company.
With larger organisations, there are also likely to be additional numbers, that are dedicated to specific teams – for example, sales, marketing, customer service, spares, and so on. These need to be incorporated into the numbering scheme, so that actions can be taken in the event that all users in a group are busy, or to match the overall opening hours. A switchboard might be needed, with queuing to ensure that calls are held until the next person or agent becomes available. If there is more than one office, then routing between sites needs to be managed, particularly if they are in different countries and time zones.
The largest organisations are essentially collections of teams and departments, distributed between different sites and countries. Managing calls to and from each branch, team and individual calls upon all the capabilities of a hosted PBX solution, which can provide centralised management of all calls, flows and the rules governing what happens at different times of day, individual availability, ACD functionality, and so on.
All of which explains why service providers need to consider how they can target organisations of different sizes. Should they focus on smaller organisations, or the larger? Should they try to address the needs of all kinds of business? Gintel makes this easy for service providers. Our solutions enable them to offer simple, but valuable management capabilities for the smallest organisations, as well as more comprehensive solutions for the largest – and all levels in between. They can select a market, or they can deliver offers for all segments, from the same platform and with a simple migration path that supports organisationsalong their developmental journey, helping them as they grow to take advantage of more capabilities.
Whatever your intended market, we can help. The business community needs more effective call management solutions and they need suppliers that can show how they understand their needs and offer something that is optimised for them. Simply selling something that has vanilla functionality isn’t enough in the increasingly agile business market, particularly as businesses wrestle with digital transformation programmes.