How cloud telephony can be a game changer in FMCG Sector?

Dec 9, 2020   blog   0 Comments


Fast-moving consumer goods commonly known as FMCG are products that sell quickly at relatively low cost. FMCGs have a short shelf life because of high consumer demand. Consumption of these FMCG goods is rapid, low priced, and sold in large quantities.

According to the report of IBEF, the FMCG sector is the 4th largest sector in the Indian economy. With growing awareness, the FMCG sector is growing at a faster pace. While the urban segment is the largest contributor to the consumption of FMCG products. However, in the past few years, semi-urban and rural segments have seen a significant increase in the consumption of FMCG products.

The retail market in India is estimated to reach US$ 1.1 trillion by 2020 from US$ 840 billion in 2017, which is likely to boost revenues of FMCG companies. Perhaps the most important thing the FMCG sector can do to take advantage of this number is to make sure your products offers a better consumer experience. Since most of the FMCG product has a less shelf life, it doesn’t have the luxury of leaving anything to chance. On the contrary, with highly competitive markets, it is critical for FMCGs to stay ahead and employ cutting-edge technology to help them outperform their fierce rivals.

Cloud telephony in FMCG sector

In this case, the cloud telephony platform is the best possible technology option to stay ahead in the FMCG sector. This cloud platform can help in different areas such as Sales planning, Retail management, Distribution/delivery, Building market knowledge, Sales analytics, Intelligence-driven sales, Tax compliance, Digital payment collection, communication, and much more. For the sake of our discussion let us look at how cloud platforms can help FMCGs to stay ahead. Lets look how cloud telephony help FMCGs to offer better customer experience and overcome communication challenges.

The FMCG sector has complex operations and managing its internal communication is not an easy task. The large scale organizations mostly face communication challenges as they have multiple divisions all over the world. Inefficient communication between divisions can disrupt business processes. FMCG sector must opt for a system that can streamline their internal as well as external communication. Here the cloud telephony platform can act as the catalyst for the FMCG sector for managing internal communication within retail companies, branches, division, customer, supplier, and much more.

Cloud telephony also is known as hosted telephony that provides communication services hosted over the cloud. It offers a user-friendly and intuitive platform that is simple to understand.

Application is accessible on any device such as mobile, laptop, tablets, etc. from any remote location with mere access to the internet.

It provides excellent support to users and has implemented state of the art security to protect sensitive organizational data.

Toll-free number
Using a simple and catchy phone number, you can reach out to a large number of people it no cost to them.

With an IVR setup integrated to its FMCGs toll-free number, you can have a personalized welcome note. Offer IVR announcement so that it connects to the right person or right department to solving quires or generating orders for products.

Automated survey calls
Businesses are capable of establishing simple surveys for feedback or product trials. By enabling a pre-recorded message and dial pad for identification for the response of the receiver.

Data and analytics
Keeping track of retailer/supplier/customer’s requests or quires or orders over calls & SMS. Furthermore, with call analytics facilities valuable information about your marketing campaigns. It helps to understand the target audience and provide them with exactly what they want.

Missed call for engagement
With missed call services, FMCGs can launch marketing campaigns for retailers or customers to connect with the organization. Following this service, FMCG’s can use cloud telephony’s Autodialer features, wherein call the prospect’s number collected in the missed call service can be directly uploaded and without any manual effort of dialing number, all the prospects can be called automatically one by one. Miss call service also helps to reduces the burden on the staff member by reducing manual effort and saving time. Thereby enabling employees to contact more and more prospects in a limited amount of time.

Call transfer/forwarding
With call forwarding and call transferring features which allow different departments to transfer calls for better solving of the issues. It also reduces the risk of losing any calls as the call can be answered 24/7 round the clock from any remote location.

CRM integration
Each and every detail of your customer, retailer, distributor information on a single platform. Anything that you need is available in a single dashboard.

Furthermore, there are many benefits of employing cloud telephony in FMCG sector such as,

  • Reducing the number of missed calls due to long call waiting or number busy.
  • Facilitate increased customer satisfaction with call recording service wherein you won’t miss any customer details. Also by sending an automated message if you are not able to receive the call.
  • Increase in sales opportunities by enabling a 24/7 welcome note and recorded message if not available in business hours.
  • Ensure hike in productivity by attending calls from home, (remote working).

In conclusion, the cloud telephony platform can accelerate FMCGs ability to offer new capabilities to their consumers and employees in a better, scalable, and cost-effective manner. You likely have some questions, to know more cloud telephony solution visit our website write us on

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