“ Creating Customers for Life “
This review is about a Enterprise Customer Relationship Management(ECRM) Company called Talisma.
How true, it would be for a company to have customers for life and no doubt it is really a good feeling to have customers for life.
Example
A friend of mine use to have a chocolate called Googly from Cadbury’s and once he found after eating that, he had actually eaten a duplicate chocolate because when he closely watched the wrapper, it was written “Choogly”, now the first thing he did is wrote a letter to Cadbury along with the wrapper attached to it. After exactly 10days he received a Gift pack of Chocolate with all the Cadbury’s variety in that box along with a letter from the CEO, thanking my friend for bringing to their notice, duplication.
Now what has Cadbury’ earned is customers for life and in turn this customer will tell 10 people and in turn 100 and in turn 1000 people and so on. Similarly Talisma is Customer Relationship Company, which is creating waves in the market with their ECRM software, which helps in managing the Portals, dotcoms and other industries in tracking the customer. I know, most of you must be wondering what actually an ECRM is all about.
ECRM means Enterprise Customer Relationship Management wherein the company manages a customer by tracking the customer and having a close relations ship with a person. I have generalised the meaning and tried to explain in simple terms.
Even our very own MS has a Customer Relationship. Aarti is the member relation’s manager who responds and looks to the member problems and concerns. In this era were “Customer is King” you can’t stay away from it, how big or small your organization. Even your local grocery shop believes in customer relationship. The free home delivery is one of the methods of creating customer relationship.
What talisma does is develops software to manage such thing.
Talisma
History of Talisma was like a nice bumpy road ride, which the company had. Their were lots of ups and down with the company. Talisma, previously known, as Aditi Technologies were the premier and the only Technical Support for Microsoft some 10 years back. Whenever they used to give job ads, all my friends, were so desperate to get into a company, which used to do developments on the Com and Dcom technologies. They were the leaders, in the development on the Microsoft Based application like VC++ and VB. Apart from these developments, they had a technical call centre for some major websites like Real Networks, Expertcity.com.
During this work for Microsoft, they wanted to design internal Customer relationship management software for themselves and they saw that it excelled and gave fantastic result. But during that time, Microsoft pulled out some of their work and Aditi Technologies was in all sorts of problem.
So to revive themselves, they knew that they had designed an excellent software, they launched themselves as Talisma.(What a sweet name). Their software was far cheaper than the International brands like Kana, Egain and Eshare. So they concentrated only on the International Segment, mainly US. In this competition race they were ranked 4th next to all the bigwigs.
The reason why they didn’t concentrate on Indian market previously because in India nobody had heard of ECRM and it was too early for them. But now, with a boom in the Call Centre mania with individuals is opening a call centre with an investment of 10cr.
Thunder but a big blunder
Now Talisma wanted to launch in India and so had kept various seminars around Mumbai, B’lore and Delhi. Every Technical person knows that IP address is dynamic but the VP of Talisma was trying to give example and was telling the crowd that the. Talisma’s email software detects the customers email is through IP address. Now he must be joking, every one in the seminar started laughing. That was a big blunder which they did.
Now Talisma has re-launched them selves and has got the new Version, which is better.(But still their Chat software sucks)
Talisma software can be seen at their website which is live demo or can be see at the Rediffshopping. The Online Customer Service of Rediff is using Talisma Chat Software(Though Talisma chat sucks big time, their email is good) , you can chat with customer service person and solve your queries online.
All the dotcoms and portals need such software’s for giving customers better accessibility and greater online support. It’s like the 1-600 number, which is making ways in Indian market. Like our Western counterparts were 800 numbers were of so much importance, Indian companies are setting up 1-600 number. E.g ICICI, Domino’s
Working at Talisma
Talisma is great place to work and the pay package given is really up to the Industry standard. Being based in Bangalore and their office in US, graduates do dream of working in this company. In a recent survey by Business Today, Talisma is ranked as No 11 as far as Employee Satisfaction is concerned. Infosys is no doubt the NO 1.
They still work on Microsoft Based application and a person with this skill can definitely apply at Talisma.
Various Services of Talisma
Talisma Development
These are some of the software, which are made using SQL Server and VC++.
a. Talisma Email
b. Talisma Chat
c. Talisma Campaign
d. Talisma Proactive Chat
e. Talisma Sales
f. Talisma Marketing.
Talisma Outsourcing (Contact Centre handling real networks)
Next time, if your chatting with a person at Expertcity.com or getting a technical email reply from Real Network, then it is replied by our very own, Indian friends from their Bangalore Based Contact Centre and obviously using their own software.
Conclusion
This is definitely a company to look for in another 5years because ECRM is a big market in India itself.