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

December 9, 2020

Fast-moving consumer goods, commonly known as FMCG, sell quickly at relatively low costs. FMCGs have a short-term 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. At the same time, the urban segment is the most significant contributor to the consumption of FMCG products. However, in the past few years, semi-urban and rural segments have seen a considerable increase in the consumption of FMCG products.

The retail markets in India are 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 FMCG sector can do the essential thing to ensure your products offer a better consumer experience. Since most of FMCG product has a lower shelf life, it doesn’t have the luxury of leaving anything to chance. On the contrary, FMCGs must stay ahead and employ cutting-edge technology to help them outperform their fierce rivals in highly competitive markets.

Cloud telephony in the FMCG sector

In this case, the cloud telephony platform is the best 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 more. For the sake of our discussion, let us look at how cloud platforms can help FMCGs to stay ahead. Let’s look at how cloud telephony help FMCGs offer a 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. The FMCG sector must opt for a system that can streamline internal and external communication. Here the cloud telephony platform can act as the catalyst for the FMCG sector for managing internal communication within retail companies, branches, divisions, customers, suppliers, and much more.

Cloud Telephony Services, also known as hosted telephony, provide communication services hosted over the cloud. It offers an intuitive platform and user-friendly that is easy to understand.

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

It provides excellent user support 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 many people at no cost to them.


With an IVR Software setup integrated into its FMCGs toll-free number, you can have a personalized welcome note. Offer IVR announcements to connect to the right person or department to solve choirs or generate product orders.

Automated survey calls

Businesses can establish simple surveys for feedback or product trials by enabling a pre-recorded message and dial pad to identify the receiver’s response.

Data and analytics

They keep track of retailer/supplier/customer’s requests or queries or orders over calls & SMS; furthermore, call analytics facilities valuable information about your marketing campaigns. It helps to understand the target audiences and provide them with exactly what they want.

Missed call for engagement

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

Call transfer/forwarding

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

CRM integration

Every detail of your customer, retailer, and distributor information will be on a single platform. Anything that you need is available in a single dashboard.

Furthermore, there are many benefits of employing cloud telephony in the 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 by sending an automated message if you cannot receive the call.
  • Increase sales opportunities by enabling a 24/7 welcome note and recorded message if not available during business hours.
  • Ensure a hike in productivity by attending calls from home (remote working).

In conclusion, the cloud telephony platform can accelerate FMCG’s ability to offer new capabilities to its consumers and employees in a better, scalable, and cost-effective manner. You likely have some questions. To know more cloud telephony solutions, visit our website and write us at [email protected]


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