The smartphones are the need of every individual today and the reason behind the rising demand of smartphones is its utility power. Smartphones are not just a device but it is more than that, our most of the work can be executed through smartphones and this is why the market size of smartphone is rapidly increasing. Gionee, which is one of the smartphone player right now, catering the Indian market with innovative smartphones plans to capture a large market share with its huge retail presence. DTgot a chance to interact with Mr. David Chang, Director- Global Sales, Gionee for getting insights into their marketing & investment plans in India.
DT: How do you see the performance of Gionee in Indian market so far?
Mr. David: The market response for Gionee so far has been up to what we expected it to be. We have a brand loyalty of 33 per cent and we intend to ride on that to further the loyalty. In the process we also intend to join the top 5 smartphone bandwagon. Additionally, given the potential India has to offer to smartphone players, it is one of the most important market to us. We have established a strong customer base here with around 1.45 crores loyal customers and we are very optimistic about expanding our customer base in the country now.
DT: What are the latest trends in the market these days? What are the major expectations of today’s consumers?
Mr. David: Amongst the latest trends, the popularity of multi-sim smartphone is growing globally and India is at par with the ingoing trend. As a matter of fact, the multi-sim trend is more prevalent in developing countries like India and China. The availability of various lowest tariff rates for voice and data plans and gain access to better cellular coverage without roaming charges, which is not the case in other European and American countries.
In addition to the above mentioned trends, there are certain market trends which are as per consumer demand. These demands include better camera quality for selfies and normal photos; latest technology, updated software and incredible battery life. Talking about specific trends in India market features like language tool and better customer service are of great significance in the Indian smartphone market.
DT: How has the Indian smartphone market changed after penetration of major Chinese smartphone brands?
Mr. David: India beat the US for the second spot in the global smartphone market, following China; of which a major chunk of smartphones are made by Chinese phone manufactures like us. We believe in localization and through our in-depth R&D, we have managed to bring global technology and trending smartphone features to India at affordable prices. And thus one of the most important changes that has happened would be affordability while maintaining high standards of quality.
DT: Which are your devices doing extremely well in Indian market?
Mr. David: We recently launched two of our new products F205 and S11 Lite after a brief hiatus and we have received terrific response. Apart from that we had also launched M7 Power and it has been highly acclaimed by critics for its powerful battery. Apart from that the device was also very well accepted for its reverse charge, 18:9 aspect display, loud audio output and good camera performance.
DT: What are your upcoming/ future investment plans in India?
Mr. David: India currently being the third largest smartphone market globally, it is definitely an important market for Gionee. Especially with new initiatives launched by the Government that enables ease of doing business, all domestic manufacturers and global giants have jumped into the bandwagon of growth to claim a share of the pie. As per an IDC report viz. Quarterly Mobile Phone tracker, India registered an annual growth of 4 per cent in the year 2017, with a total shipment of 124 million units.
At Gionee India, we have always ignited the youthful mind and aimed to empower them with our offerings. Moving beyond the specs war with other smartphone manufacturers, we take pride in having understood the need of the Indian customer today, which essentially revolves around better selfie and battery functions in a device.
Additionally, people want latest technology in the affordable price range and the demand for features like bezel less display and dual cameras is increasing. In view of these evolving consumer demands, this year at Gionee we intend to offer the latest technology at affordable pricing to every smartphone user in India.
Considering the evolving marketing trends, as a brand we have now decided to adopt an offline and online strategy. Catering to our internet savvy customers, we have decided to showcase our bestselling models online, with no difference in pricing. Primarily functioning as an offline brand, this was a welcoming move, following our recent restructuring process. We have always been strong in retail, and we boast of a retail presence in more than 42,000 retail outlets across 2200 cities PAN India that we are looking to grow to further.
DT: How do you assure to have excellent service support for your customers? What kind of efforts you apply to win the trust of first time buyers?
Mr. David: In the current scenario, where smartphone makers are struggling to establish a reliable after sales service with customers, Gionee on the other hand promises a turnaround time of 72 hours. We strongly believe that the needs and demands of the customers must be met to develop trust in the brand and spread a positive word of mouth.
Addressing customer’s issues even after sales and maintaining a long-term relationship with them is fundamental to Gionee’s DNA, which is evident considering we have 531 active Service Centre at the moment ( 477 Excusive Service Centre + 54 Multi Brand Service Centre ). To take better care of our customers, we are also going to invest in our customer service centers and make them better equipped. We plan to expand to 650 primarily focusing on after sale networks with the customers.
“We are Looking to Revenue of 50 Cr in Next 2 Years”
Too much of work pressure on employees gives huge mental stress. In current situation when WFH model is being followed by most of the companies across India, such work pressure has further fueled the stress among them. For employer, taking care of health challenge in current situation is one of the biggest challenge. Keeping all such issues in mind, TWChallenge rolled out revolutionary TwelveWeek Challenge. In order to know more about this app and how does it contribute towards wellbeing of employees at workplace, Rajeev Ranjan, Editor & Publisher, Digital Terminal interacted with Vivek Slaria Founder, GreenLattey and TWC. Vivek shared his business details and statistics to give a deep insight into his business model. Read below the excerpts-
Rajeev: What was the idea behind starting TwelveWeek Challenge App?
Vivek: The purpose behind starting TwelveWeek Challenge app was to help people bring fitness and mental peace into their daily lives, especially during this period of lockdown.
Due to the current pandemic situation and gyms being shut, several people are not able to seek professional trainer helpto maintain daily fitness into their lives. Also, sitting at home with less physical interaction with colleagues or friends & family increases stress. This translated to people eating more, having anxiety or being prone to depression. All of this inspired us to create a platform that will help working people, both young and old to exercise and take care of their mental wellbeing with the help of Live sessions where trainers guide people on the app.
Rajeev: What were the challenges initially and how did you overcome them?
Vivek: There were several challenges that we faced as the app was being built. The first and the most crucial one was the lack of resources both monetary and people. Founders were also outsiders to the space of fitness. Offices were locked. They could not go to clients to show the technology or even be able to get some feedback on the product.
To solve the challenges the founders first kept themselves calm. They themselves did daily yoga and meditation on the app. Further, the existing team started using the app for their daily fitness. The teams were united while working from home by using technology. Using a real time poll before and after the session, the happiness index of employees were measured to check if the idea to elevate mood & boost productivity through the fitness sessions would work.
As the team started attending the fitness sessions and polls were taken to check the mood elevation scale, it was a successful test. Soon, the team built a plan to take it to market more aggressively. Soon the challenges started fading away as more and more people joined in the app and it started growing.
Rajeev: How does this entire platform work? Brief about its technology aspect.
Vivek: TWChallenge app is built on native android and IOS devices with real time video technology integrated in the back end. The design principles used are design thinking, agile development and social engineering. It is integrated with already existing cloud infrastructure allowing it scalability in both volume and geographic locations. After a user downloads the app, the registration process is a simple process of OTP based mobile number verification and name registration.
A user then selects and subscribes from a series of challenges to get started on a fitness journey. At the designated time, the user gets a notification of their class. He goes online to the app and starts the class with a live trainer. In case a user misses out a session due to prior work or family commitments, the video recording of the session is made available on the homescreen of the app.
Rajeev: Which are the major verticals you are targeting for this application?
Vivek: The major verticals that we are targeting include physical and mental wellbeing of people. Due to the current pandemic, there are a huge number of cases where people are going through either physical or mental deterioration. This needs to stop. Specifically, the stigma on speaking up on mental health needs to end, by encouraging people to speak up and consult help from a professional by treating it like a physical ailment.
To support this, while on one hand there are dedicated corporate programs, on the other there are several new programs like Fit Women, Healthy Heart, Nutrition Programs.
Rajeev: What is your company’s business model? How do you monetize your solutions?
Vivek: Being a self-funded startup, it was important for the product to make money from the beginning. We are happy to share that we have been breaking even on unit economics since the first month of operations. There are two ways in which our solutions are monetized. The first is that the company pays for the services we provide to their employees. The second is the individuals subscribe to our programs.
Being a subscription-based model, there is no heavy onetime cost to people subscribing. This on one hand while is great for the consumer, it does bring in a challenge for us to ensure a person gets value from these sessions every week. We are excited about this model and look forward to bringing it to life in a more focused way to our consumers.
Rajeev: Please share your current revenue growth. What is your target by 2021?
Vivek: Fitness is a huge and growing industry. In 2017, per Deloitte it crossed revenue of USD 1 Billion dollar in revenue in India alone. There is an increase in the number of people being more aware of their wellbeing and wanting professional help to get them there. No longer are people satisfied with a morning walk.
New formats like Zumba, Tabata athletics are taking shape and helping expand out reach. So from a market perspective, there is huge potential. Further, of every one person who takes fitness seriously, there are 9 who probably should be taking it seriously. Thus there is an even further untapped market that exists.
Being the first year of operation, our focus is to ensure sustained break even and growth in user base. We are witnessing a 2X growth in user numbers on a month on month basis. This has to continue. While it is premature to state the current year’s numbers, we are looking to revenue of 50 Cr in next 2 years and upwards of 100 Cr in the next 3 years. With a model built for scale, we are excited about reaching this.
“Digitization of Insurance Has Helped Us to Grow Tremendously”
Today almost every sector is embracing technology for better productivity and exponential growth. Those sectors who used to rely on the offline interfaces are now swiftly moving-up to implement digital tools. Digital transformation is playing a very crucial role for many important sectors in India. Banking was the first which used the digital transformation wave few years back to provide ease of banking to it’s customers. Now in the fast evolving world, Insurance sector is also taking up full advantage of digital solutions to ramp up their growth. Probus Insurance is one of the InsurTech player in Indian market who are offering wide range of services to it’s customers. In order to know more about the impact of technology in the insurance sector, Rajeev Ranjan, Editor &Publisher, Digital Terminal had an quite informative discussion with Rakesh Goyal, Director of Probus Insurance. Read below the excerpts:
Rajeev: How do you see the growth of InsurTech players in the Indian market post Covid-19 era?
Rakesh: Although a lot of innovations are required, insurers are stepping towards providing customised insurance products. For instance, insurers are coming up with motor products, having premiums based on the ‘pay as you drive’ concept, which however, requires telematic devices and innovative solutions to implement. To see such innovative solutions, it requires a complete transformation. However, due to Covid-19, there’s already a change in the medical check-ups, some insurers have adopted telemedical check-ups, sending kits to the customers’ homes for self medical tests, and also, video-based medical tests. As customers are now more serious about having a health and life cover, the market will see a rise in such products. But, even for that, premium will play an important role. For which, it is expected that insurers will soon come up with unique and innovative health and life products. In all this, digital transformation will play the crucial role. Those processes and operations which are still carried offline will see the transition towards online. Cloud-based services will be the backbone of the digital transformation. Furthermore, IoT and AI/ML will be the main technologies to bring such transformation.
Rajeev: What is the biggest differentiator between Probus Insurance and other InsurTech players in the Indian market?
Rakesh: Bootstrapping the business right from a minimal viable online product to offering 1200+ Insurance plans which include Car, Two-wheeler, Health, Life, and Travel, from 29 insurance companies in LIVE API integration, Probus Insurance has come a long way. It doesn’t end there, Probus also offers online tech solutions for buying insurance for Goods Carrying and Passenger Carrying vehicles. Moreover, Probus is the only tech solution provider to offer online insurance solutions to compare and buy Home and Business Insurance instantly through POS.
Probus offers customer support through its AI-based WhatsApp chatbot and Live Agent chat services. We have implemented Robotic Process Automation (RPA) to send timely renewal notices through Whatsapp and Email. We help customers who earlier had ended up buying the wrong product or who may need expert’s advice on active policies to meet their ever-changing demands. To help such customers, Probus Insurance has implemented customized systems for auditing and analyzing existing Insurance portfolios of the clients. The amalgamation of tech-driven and customer-centric products and services is what makes Probus stand out.
Rajeev: What are the basic principles of business for your company?
Rakesh: We focus on making our product simple and seamless. Today, with recent changes in our product, it stands out, making it a customer-centric product completely. The backbone of our achievement is our operational excellence and superior customer service, which is backed by technology and risk management advisories. We are always striving to provide better customer experience, which has led us to be one of the top insurance solutions providers in India in a short span of time. Our main pillars on which our brand stands out today is our team of experts, speedy online support facility, handheld claim support, and customer-centric product development. We ensure that our customers get active support even after post-sales. We help customers who earlier had ended up buying the wrong product or who may need expert’s advice on active policies to meet their ever-changing demands. To help such customers, Probus Insurance has implemented customized systems for auditing and analyzing existing Insurance portfolios of the clients. And, we will continue to leverage technology to its fullest to make sure our brand always stands out in the market.
Rajeev: What are your future investment plans to spread your reach across India?
Rakesh: The buying process will see a change from field sales to e-sales, and it will be the new normal. In India, buying insurance was mostly about a face-to-face meeting with an agent. Customers want handholding when it comes to buying insurance, especially, buying complex and critical insurance products such as health and life. This process will undergo a lot of changes. Tele-sales will be a new normal, including video calling to explain the product. Or customers will buy online independently. So, looking at these scenarios, we are focusing on making a simple, seamless and customer-centric product delivery with superior customer support experience. Probus has geared its digital team to reach more customers organically through SEO and social media. Moreover, to uplift the morale of field-sales—Point of Sales person (POS), Probus has opened its technology to Point of Sales (PoS) across the country. Using the website or app provided by Probus, POS can continue issuing insurance policies without any hassle. Probus is working to provide simple tech solutions to field-sales people and using our technology solutions will help them in transition.
Rajeev: What have been the key achievements of Probus so far in this market?
Rakesh: The growth trajectory has been memorable since the foundation of Probus Insurance Broker Pvt Ltd, in the year 2002. Insurance space has seen a lot of transitions in the last two decades, from more private players entering into the insurance space to digitization of insurance. And, along with these phases of transition, over the years, Probus has grown from issuing policies offline to a completely online portal, with more than 29 insurance companies tie-ups in Live API integration to help customers in making an informed decision. We were successful in providing more than 2 lakh policies online alone in Sept 2019, which is just another feather in our cap. Providing our tech solutions to POS for insurance products like commercial vehicles, property insurance, fire policy to compare and help customers in buying such products online instantly. Digitization of insurance has helped us to grow tremendously in the last five years, which led our company to be honoured with the award of “Digital Broker of the Year” by the ABP News and ET Now BFSI awards 2018-19. Though we have come a long way during the last two decades, we are on a journey of making insurance a pull product, and so there’s still a long way to go.
Rajeev: How do you keep working to provide better service support to your customers? How technology plays a crucial role in scaling up your service infrastructure?
Rakesh: We have adopted cloud-based services so that operations run smoothly. It has also helped us in scaling up the infrastructure. For customers, our team is continuously in touch with customers to understand their needs and guide them with whatever they need help with. We have AI-based WhatsApp Chatbot along with Live Agent customer service to support customers. Whether it be policy details, renewals or reaching out to the claims department, one can reach out to us right from WhatsApp. In case any customer needs a life or health policy, we are helping with telemedical and other processes as required by the insurers to issue a policy. We have set up a Robotic Process Automation (RPA), to send automated, timely renewal notices to customers through WhatsApp and Email. Our team is assisting customers at every step of their buying process and filing claims.
“We Aim to Leverage Our Innovative Solutions and Scale It to Drive Profitable Growth”
The innovations happening in the field of AV are laying the foundation of a hassle-free and seamless working environment for organizations. Corporates and enterprises are adopting these new solutions for better growth in the coming days. Barco, a leading player in this segment has been very aggressive in developing more user-centric solutions to meet the expectation in so fast-evolving technology world. Rajiv Bhalla, Managing Director of Barco India recently interacted with Rajeev Ranjan, Editor, and Publisher, Digital Terminal. He shared his insights on Barco’s mission, channel plans, and current market trends. Read below the excerpts to know more.
Rajeev Ranjan: What are the latest trends and innovations in control rooms?
Rajiv Bhalla: At Barco, we are anticipating a whole range of innovations for AV in control rooms in the coming years. Software that supports and manages decision-making workflows will be key to control room AV as it ensures a seamless way to leverage insights from control rooms, enabling confident decision making. In addition, analytics that can improve decision-making times, as well as usage efficiency of control room products, will ensure better and faster decision making.
To provide more seamless operations, we anticipate a focus on connected control rooms that enable remote asset management and predictive maintenance. Combined with more IT-friendly software and hardware, as well as unparalleled standards of IT security, control room systems will be more reliable. In terms of operators, we see a significant opportunity in enhancing their daily work and lowering work stress through an intuitive and easy-to-use digital workspace. At the same time, we are also likely to see a generational shift, with a younger workforce entering control rooms. As a result, there will be a shift towards user-friendly, modern-interfaced, easy, and ergonomic work environments.
We are also looking forward to an expansion of control rooms, from traditional verticals like transport and utilities, into the corporate environment. This will provide an opportunity for different applications of AV, including IT Network management, Big Data tracking, cybersecurity, and CCTV Security. These applications require a mission-critical focus, operator centric solutions, and hardware and software solutions that are secure and scalable.
Barco has already made its mark in smart cities and control rooms technology and our new video wall solution is a great addition for these sectors. Control rooms in smart cities run critical applications and now with Barco UniSee, their visualisation experience will completely change. For example, while monitoring traffic control, even an inch of bezel can cause loss of data. With Barco UniSee, there will be a major shift in the positive direction due to the unique bezel-less feature. Our new solution can be applied in multiple sectors, including experience centres in malls or corporate lobbies, corporate meeting rooms, broadcast backdrops and command and control centres.
For Barco, a major focus, in 2020, is growing our business and we aim to leverage our innovative solutions and scale it to drive profitable growth while enabling bright outcomes.
Rajeev Ranjan: What are the key initiatives or strategies you have planned in recent times that would help you to grow in the healthcare sector? What is your product roadmap to leverage the immense opportunities in this sector?
Rajiv Bhalla: Barco co-creates technology solutions for integrated care and guides 5000 surgical procedures and millions of softcopy image reads each day. From the scanner room to the radiologist desk; to specialist consultations and the surgical suite: we connect healthcare professionals at every patient touchpoint. They rely on our medical imaging solutions to deliver the complete picture they need to make life-critical decisions and provide the best possible treatment – ensuring brighter healthcare outcomes and early diagnosis.
We have systematically redefined our India Business Model because we believe that ours is a value-driven market. To succeed in India, you need to adopt Indian value propositions and price points. In 2020, we see healthcare becoming more collaborative, with several solutions playing a key role in facilitating services. Barco is looking at using its entire portfolio of solutions – from the enterprise, entertainment, meeting experience along with healthcare – to make a collaborative healthcare platform where all our technologies add value to the stakeholders.
We are eyeing more partnerships in the Digital Operating Theatre space as this is an arena where hospitals must invest more. Our aim is to take Healthcare IT to end-users with our new, emerging market model which is well-priced for India. We are also developing more reseller channels to customise solutions and add value and we are focused on entering the tier-2 market after covering tier-1. In 2020, we will have more feet on street for awareness creation around Nexxis, our video-over-IP platform that enables digitisation of operation rooms.
With India becoming a small hub for medical manufacturers, we plan to support such manufacturers globally in third party components. Our aim is to ensure that when Indian equipment is sold outside, it should be sold with Barco equipment and for this purpose, we are focusing on better collaboration on technology hardware platforms. We will also initiate the process of market learning on Demetra – our skin cancer imaging solution – while sustaining existing business. Overall, Mammography will remain our core focus this year.
Rajeev Ranjan: Are smart cities better equipped to handle current pandemic situation?
Rajiv Bhalla: As India and the world grapples with the health and socio-economic disruption being caused by the COVID-19 outbreak, authorities are taking all possible measures to contain the pandemic. Smart city control rooms are one of the most effective weapons being utilized in this fight. Control centres form the core of the smart city initiative and help in optimizing the decision-making process by collecting, and visualizing the available data, at the right time, and in the right format. Control centres are essential for smart city surveillance, emergency and clinical command situations, integrated traffic management and disaster management. And, with the outbreak of the virus, control rooms have proved indispensable in the fight against the pandemic.
Smart cities with functional control rooms have employed the facility for real-time tracking and analysis of the healthcare crisis, with assistance from private companies. Barco works closely with governments and provides insights for 1 out of 4 smart cities in the world. We facilitate control room solutions that enable visualization of all parameters of critical care, including camera feeds, sensor data, and planning databases, in a flexible way. Further, our innovative solution SecureStream is another tool that can aid monitoring as it shares real-time information between control rooms and on-field personnel. Control room operators can seamlessly share data with external stakeholders by dragging and dropping video or data sources into a SecureStream channel, ensuring authorized personnel get a complete situational overview from remote locations. This permits unrivalled coordination, contributing to better and faster decision-making.
Rajeev Ranjan: Please brief about your distribution strength and overall infrastructure in the Indian subcontinent. How do you support/motivate your channel partners?
Rajiv Bhalla: As a B2B organization, Barco’s focus remains on robust collaboration with system integrators, specialists and VARs for verticals like Enterprise, Healthcare, and Cinema. Our distribution strength and infrastructure differ from vertical to vertical because we employ different go-to-market strategies for each sector we cater to. For instance, we have a system of over 200 channel partners for our innovative collaboration solution – the Barco ClickShare. These channel partners are targeted through our distributors like Ceeco Technologies, Trustech, Supertron and Online Instruments.
When it comes to projectors, we associate with our partners Visual Display Solutions Pvt Ltd. and Supertron Electronics. We also collaborate with some authorized System Integrator partners through direct selling. As we are expanding our channel base at present, we have onboarded Online Instruments as the channel partner for the education vertical and VDSPL for the ProAV segment.
Barco has nurtured a partner ecosystem that ensures our end consumers and clients are aware of the varied solutions and services we offer. It also ensures quick and reliable after-sales service for the clients. We believe that our channel partners should be aware of the problems faced by end consumers to ensure excellent service. We conduct training and advancement sessions to make sure our partners are equipped to handle consumer requirements. We also offer them comprehensive partner certification programmes under Barco University, spread across our business verticals and at par with altering market dynamics. We are focused on strengthening and comforting our partner base and are always there to complete them, rather than compete with them.
Rajeev Ranjan: How do you work on escalating your post-sale service quality for your loyal customers?
Rajiv Bhalla: Customer service is one of the core values of Barco and it is an important part of our culture. We truly believe in and practice the ethos – “We Think with our Customer”. Our customers are everywhere, ranging from our end-users, our partners/resellers, as well as our colleagues who depend on us to deliver. We prioritize customer value and experience in everything we do. It is the way we live and think at Barco. We believe in end-to-end solutions and cover the complete lifecycle of our products and services.
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