Ramyam Intelligence Lab is awarded "Company of the Year 2015" in “Customer Experience Management” by Silicon India.

1. siliconindia | |November 2015
78 siliconindia | |November 2015
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I
n this customer epoch, the
CEM (Customer Experience
Management) industry is on an
unprecedented rise and recent
studies have suggested that engaging
customers by providing continuous
and superior customer experience will
surpass price and product to become
the key differentiator by 2020. Proving
the trajectory of recent study, a recent
research revealed that majority of
customers are willing to pay more for
better customer experience. Today’s
over-informed customers expect
organizations to proactively address
their individual needs, wants and
goals. However, most CEM companies
still dwell within a small circle of
website, loyalty, churn and campaign
management type of point solutions.
RamyamIntelligenceLab,theBangalore
based ‘Enterprise CEM’ company,
dives deep into the domain to empower
its clients to continuously engage every
individual customer as an asset and not
merely a static number, owing to the
holistic customer base engagement and
experience management capabilities of
its product Enliven CEM®
.
Enliven CEM® – Looking Towards an
Upward Rise in Revenue, Customer
Advocacy,Productivity&Loyalty
With the comprehensive profile for
each customer created from three
dimensions namely demographic,
transaction & interaction data, which
may be in structured & unstructured
form, Ramyam guides clients to
streamline their offerings by delivering
the next best actions based on individual
customer’s behaviours and needs while
making the relevant to location and
time context. The integrated enterprise
product integrating with all the
systems at customer’s site, sends these
recommendations and personalizations
directly to business applications and
various touch points to enable clients to
act upon instantly. The overall customer
experience is monitored by a built-
in virtual account manager to
cater all customers, even if they
are in millions. Despite having
Big Data as the underlying
technology, Ramyam
doesn’t act as an
analytics company and
definitely not as another
CRM company.
“We promote
Customer Delight and
stand by what we say;
we improve customer
loyalty, advocacy,
productivity and revenue
by automating CEM process across
business processes with reinstated
measures of validation,” explains MV
Balasubrahmanyam (Balu), Founder &
CEO, Ramyam Intelligence Lab. Using
actionable analytics, Ramyam derives
insights, launches actionability across
preferred touch points (SMS, email
or website) and monitors customer’s
reaction for the given actions. Besides
addressing customer’s concerns at
real-time, Enliven CEM® also helps in
makingrelevantmeaningfulengagement
decisions by holistic customer profile
building across multiple channels and
multiple attributes.
PredictingtheDawnofCustomerEra
While working in a telecom product
company, Balu and Kiran Lakkapragada
(Co-Founder & COO) noticed that the
service providers are spending millions
of doallrs in automating their existing
procesess, but still the end customers
are unhappy about the services and
products. Precisely predicting the
dawn of customer centric era in 2009
itself, the duo built an Enterprise CEM
platform in 24 months, with sheer
focus on measuring and enhancing
customer experience by not sampling
and surveying but with data. Incepted
at a time when this was an unheard
concept with no established player,
convincing clients was a Herculean task
for Ramyam. However, showcasing
Enliven CEM®
’s capabilities with pilot
projects and customised prototypes
addressing the specific pain areas of the
customers helped it to not just acquire
top notch customers and channel
partners around the world but also $5
Customer Experience Management
Ramyam Intelligence Lab:
Delivering ‘Next Best Actions’ For Every Individual Customer
million in order book value, not to mention the
plethora of awards and recognitions.After filing
for patents in India and U.S. in 2012, Ramyam
built solutions and services around the product
to cater diverse verticals.
NewMountainstoClimb
Ramyam trains its people on diverse attributes
with an in-house Talent management
framework named RILiable, for achieving
customer advocacy, being champion of
colleagues & ambassador of the organization.
They obtain technical trainings on the current
and futuristic areas they are working on. With
clear cut organizational levels, engineers grow
into architects and managers further getting
trained to grow into executive levels. The
company that anticipates swelling its headcount
from 80 to 150 within next 18 months also
has set out a target to reach a revenue of $10
million in next one year and $30 million in two
years. Although Ramyam already has channel
partners in numerous countries including U.S.,
Singapore, Belgium, Malaysia, England, Italy,
Slovenia, South Africa, UAE and Philippines
among others, it aims to open its offices in
U.S. in next six months and in Middle East,
Singapore & Europe in the juncture. Ramyam
plans to take a bold new step in the areas of data
monetization, Actionability as a Service and
IoT based customer engagement to facilitate its
clients to understand and serve their customers
much more effectively.
Leveraging 28 years of experience in raising investments, strategizing
organizational growth and executing turnkey projects across diverse
verticals and geographies, Balu spearheads Ramyam. He has successfully
absorbed three mergers & acquisitions both at company and product
levels.
Offerings:
Product: enliven CEM®built on patent pending technology helps in
customer engagement, personalization, campaigning, solving shocks &
difficulties, addressing network & service issues and device based cross-
sell & up-sell among others.
Verticals: Telecom, Retail, Banking, Travel, Healthcare and Automotive
Offices: Bangalore with channel partners across USA, Middle East,
Europe, UK and Malaysia among others
Clients: Wipro and some of its customers, US Healthcare and Telecom
customers through another big System Integrator, Marquee Online
Grocery, Ticketing, Medical and Fashion e-Commerce companies in India.
Achievements:
• Nasscom lists Ramyam in many areas like Enterprise BI, Customer
Analytics and Customer Lifecycle Management, in their “Indian Analytics
Products Report” released during October. 2015.
• Forrester rated Ramyam as ‘Hot Emerging Indian Business Technology
Vendors To Watch In 2015’
• In 2014, enliven CEM®
has moved from ‘Dark horse’ to ‘Exemplars’
as per NASSCOM and Frost & Sullivan in their third series of Product
Excellence Matrix (PEM)
• In2014,RamyamgotrecognizedasResearchLabbyMinistryofScience
and Technology, Govt of India
• In 2013, Deloitte poised enliven CEM®
as an emerging trend in its BPM
2020 report
• Official Partner of 8th Loyalty Summit 2015and many more
MV Balasubrahmanyam, Founder & Chairman
Ramyamguidesclientsto
streamlinetheirofferingsby
deliveringthenextbestactions
basedonindividualcustomer’s
behavioursandneedswhile
makingtherelevanttolocation
andtimecontext