UMS Tech Labs: Unleashing the Potential of Call Center at Your Table-top with Google Suite + Cloud Telephony
Date: Wednesday , February 08, 2017
Did you know that you can potentially run a complete call center or handle calls/SMSes with just a computer and internet connection? Sounds unbelievable! UMS Tech Labs have made this possible through its complete product line (around mini-CRM cum call center management and a patent pending product) by just merging two disjoint technologies (Google Suite and Cloud Telephony). Today the product is loved across the globe by 500+ happy customers including Amazon, Uber, Nielsen & Municipal Corporations, Xiaomi, Practo, Amnesty International, Groupon and several others. Till date, the company has moved over 1,00,000 users across 500+ customers.The product line helps modern businesses to not miss any business opportunity while staying in touch with their customers efficiently over calls and SMSes. Their patent pending product of an automated method and system of running call centers without requiring traditional PRI lines or expensive infrastructure setups will further help save heavy CAPEX and OPEX costs for customers while managing their sales or support leads more effectively. \"We process more than five million calls a month (powered by Google Cloud Platform at the backend),\" says Shashank Todwal, CEO, UMS.
Due to the extensive knowledge the company holds in Google Technologies, UMS is often invited in many Google Developer Events as a guest speaker. As a Google Partner, the company breathes Google and helps customers transform the way they work with a solution approach rather than a salesy/trading approach, with cutting-edge Google technologies backed by Google Certified Professionals. The complete engineering team specialized on Google Technologies gives an unparalleled competitive advantage to UMS and its customers. \"We make user friendly, modern, secure yet affordable solutions and better ways of working over Google Technologies,\" asserts Shashank. The comprehensive product line around Google Suite-Cloud Telephony gives the ability to potentially run the entire business telephony operations right from Google Sheets! While some of the large e-Commerce companies use the product for ad hoc scheduling of their undelivered orders, many other companies use it for conducting scalable automated telephonic interviews and surveys. UMS\' Integration Platform as a Service (iPaaS) on Google Cloud Platform connects CRMs with Cloud Telephony Infrastructure providers. The product is heavily leveraged by several startups for lead/deal aggregation as well.
A halted college project might sound not that interesting, but when it creates an opportunity for you, it becomes a game changer. Shashank had a similar brush with destiny. While pursuing his studies from BITS, Pilani, Shashank under the guidance of Prof. D.M. Kulkarni (DMK) urged BITS to adopt Google Suite for Education (then known as Google Apps for Education) that was struggling to centralize email and file storage across their four campuses for better inter-campus communication and collaboration. But due to lack of approvals around 2011, they were unable to execute the project then, and ultimately was shelved. Post his graduation, while Shashank was working with Google, Prof. DMK got the necessary approvals and reached him.
\"I promptly started working on the same and thus with BITS, Pilani being the first customer, UMS Tech Labs was founded in 2012,\" reminisces Shashank. BITS saved Rs. 2 crore on CAPEX and 60-70 lac on OPEX each year by going Google. Post realizing that just deploying/rendering additional services to Google Suite may not be a sustainable and scalable business model, the company shifted gears and started building its own Intellectual Property while developing its own engineering team. UMS pivoted from building admin tools for G Suite to developing Google Suite-Cloud Telephony Products and soon became the market leader in this specialized space. Based near Mumbai, this company today has grown to have a separate R&D division and a separate current business unit along with a satellite office in U.S.
The Culture of Growth
Taking inspiration from Google, UMS has created a free culture and collaborative work environment for its 30+ UMSers who have easy access to management whenever required. Events and celebrations, IoT enabled office with recreational facilities like XBOX Kinect Room, and strong belief in people further immensely help enhance employee satisfaction. \"The UMS DNA ensures that UMSers are resourceful, have the ability to search for and find solutions, have the ability to work through challenges and we share the belief that intelligence is not a fixed entity, and can be boosted by hard work in the process of learning and practice,\" says Shashank. Hence, UMSers are encouraged to attend high-tech events, especially Google events, to sharpen their knowledge while the company spends considerably to get them Google Certified, along with multiple internal trainings.
Going forward, the company envisions maintaining its market leader position in Google Suite-Cloud Telephony while increasing its discoverability at various marketplaces. This will help UMS to continue its growth pace at 100 percent year-on-year with strong ARPU trends. UMS\' R&D division is focused on developing innovative and useful products around IoT, AI, Robotics and VR. \"We are ready to bolster our sales via upselling and cross selling with various aligned teams and complementary products. We will be investing more in our team to hire senior executives with the right DNA match to take care of our different businesses. Managing P&L well is going to be our top priority,\" concludes Shashank. With the strong ground that the company has created for itself, the roadmap doesn\'t seem a far off dream.
Shashank Todwal, CEO
Holding Computer Science Engineering degree from BITS, Pilani, Shashank\'s first professional stint was at Google. At UMS, he heads the strategy and innovation and works very closely with company\'s partners, particularly Google. The \'Can-Do\' attitude backed with passion, persuasive skills, extreme attention to detail, and leadership & techno-managerial experience makes Shashank a leader of a different level. Shashank is also the Youngest CISCO Certified Network Associate (CCNA) of his time in India.
Sachin M, Head, G Suite - Cloud Telephony Products
With over 15 years of IT experience, Sachin holds rich experience in project management and CMMi processes. Being great at risk management, he emphasizes most on innovation and works very closely with CRM & Cloud Telephony partners of the company.
Vasundhara, Chief Accounting Officer
Rhea B, Google Outreach Manager
Shital P, Customer Support Ninja
Distinguished IT award by Computer Society of India
Featured in Google\'s Official Case Study with BITS, Pilani