Customer Acquisition For Eorgs Innofinity Pvt. LTD

Customer Acquisition for Eorgs Innofinity Pvt. Ltd.
Submitted by:
Amirdha Varshney.B.S
PGDM Marketing & Finance
Rajalakshmi School of Business, Chennai
PGDM 2019-21
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CERTIFICATE FROM THE FACULTY GUIDE
TO WHOM IT MAY CONCERN
The following summer project report titled “Customer Acquisition for Eorgs Innofinity Pvt.
Ltd.”, is hereby approved as a certified study in management carried out and presented in a manner
satisfactory to warrant its acceptance as a prerequisite for the award of Post Graduate Diploma in
Management for which it has been submitted. It is understood that by this approval the undersigned
does not necessarily endorse or approve any statement made , opinion expressed or conclusions
drawn therein but approve the summer project report only for the purpose it is submitted.
Name of Faculty Guide Signature
Dr. Ashok Natarajan
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DECLARATION
I hereby declare that the project report titled “Customer Acquisition for Eorgs Innofinity Pvt.
Ltd.” for the period of “6 weeks(42 days)” submitted by Amirdha Varshney. B.S is based on actual
and original work carried out by me. Any reference to work done by any other person or institution
or any material obtained from other sources have been duly cited and referenced. I further certify that
the research paper has not been published or submitted for publication anywhere else nor it will be
send for publication in the future.
Place: Chennai Signature of the Intern:
Date:
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ACKNOWLEDGEMENT
The accomplishment of my project was possible only due to the cooperation, coordination and the
united efforts of different individuals, several sources of material, knowledge and time. I would like
to express my deepest gratitude to my Company Guide, Mr.Devakumar & Mr.Ajay, whose
contribution in stimulating suggestions and encouragement helped me to learn and complete the
project.
Furthermore, I am very grateful to Dr.Ashok Natarajan for his guidance, encouragement, valuable
feedback and kind cooperation, in executing as well as writing this project.
The moving spirit behind this research has been all mentioned above, without whose constant
encouragement and support this project would not have seen a successful outcome.
Amirdha Varshney. B.S,

PGDM 2019-21.
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EXECUTIVE SUMMARY
My summer internship project at Eorgs Innofinity Pvt. Ltd. as a Business Development Trainee
required me to acquire customers for the company’s product NAMCLASS which is a web
conferencing website specially dedicated for the online teaching and learning. I was in-charge of
looking after the possibilities of getting new customers on board and make them associate with the
product of the company - NAMCLASS.
Another task given was to make customers sign up for a demo session of NAMCLASS in order to
make them understand the product well which will become a good opportunity to make them buy the
product. Another area where I gained experience is the way of approaching the customer. The entire
period of internship has definitely been an eye opener to me in terms of learning the techniques of
telemarketing & customer acquisition with a new learning experience at each and every step.
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TABLE OF CONTENTS
Sl.No. TOPIC Pg.No.

1 INTRODUCTION
1.1 Telemarketing & It’s Importance 9
1.2 What is Web Conferencing 10
1.3 Eorgs Innofinity Pvt. Ltd. – An Introduction 10
1.4 Product Portfolio 11
2 LITERATURE REVIEW
2.1 The Effectiveness of Online Learning: Beyond No Significant Difference & Future Horizons 15
2.2 Sustainable Telemarketing? A new theory of consumer behaviour 15
2.3 A Study of Indian Consumers’ Perception on Telemarketing 15
3 METHODOLOGY
3.1 Introduction 16
3.2 Summary of work 16
3.3 Cities Concentrated 22
3.4 Achieving targets 29
3.5 Additional activities 29
4 LEARNINGS AND CONCLUSION 30
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LIST OF FIGURES
Call Comments 17
Call Type 18
Call Duration 19
Lead Quality 20
Lead Status 21
Cities 22
Chennai 23
Vellore 24
Tiruppur 25
Coimbatore 26
Madurai 27
Ramanathapuram 28
LIST OF TABLES
Call Comments 17
Call Type 18
Call Duration 19
Lead Quality 20
Lead Status 21
Cities 22
Chennai 23
Vellore 24
Tiruppur 25
Coimbatore 26
Madurai 27
Ramanathapuram 28
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CHAPTER 1 - INTRODUCTION
TELEMARKETING & IT’S IMPORTANCE

Companies utilize telemarketing as a way to generate leads, creating sales and do various
additional marketing campaigns to attach and connect with their customers through phone calls.
Before it was used solely for the purpose of calling potential customers to sell their products or
services. But nowadays, it has evolved with video conferencing calls, for a more interactive session
between a salesperson and a potential or existing customer.
With the intervention of digital marketing, conventional marketing strategies like
telemarketing are now being changed by social media and content marketing. Public are not further
interested to receive such calls. They also have the ideas of ignoring and blocking those calls
altogether. Plus, people also have the option to shop online, so which makes the whole concept of
telemarketing not necessary. Telemarketing is a tool that accomplishes many functions efficiently as
per our convenience. Telemarketing lead generation services providers give us customized touch to
their offerings and also do different kinds of important functions as follows-
 Creating awareness about important company news
 Inviting people for company events, seminars etc
 Promoting company’s new products and services
 Establishing your brand value
 Providing timely reminders for meetings etc
 Following-up on future events
The main advantages of using Telemarketing Lead Generation are as follows:
Sure way of reaching out to the customers
Email blocker software is used by several companies in recent times in order to avoid
unwanted useless things in their in-boxes. This means that emails are not used in an effective manner
to communicate anything worthwhile. Telemarketing lead generation providers engage a direct
communication link, thus always ensuring a good result by providing invites and reminders and
receiving immediate responses from the receivers.
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Sending timely reminders

Telemarketing provides the luxury of sending accurate reminders for important meetings,
making the prospective customers to be present at the appointed time and also make note of your
brand. This helps in setting up the brand value of the company in the long run and also provides the
opportunity to take their reactions immediately and modify and rearrange the process as per the
convenience.
Optimum use of your resources

Major companies that provide the services relating to telemarketing lead generation not only
make calls for lead generation but also help in making finest use of your database and resources. This
helps to build pleasant and long term relationships in more creative, easier and effective way as per
or convenience. You can use these relationships to provide good referrals for future projects, and
consequently grow rapidly.
WHAT IS WEB CONFERENCING

Web Conferencing is an online service platform that helps in holding live meetings,
conferences, presentations and trainings through the internet platform especially with the use of
TCP/IP connections. People can connect to the conference either with the use of telephone or with
the use of our computer’s speakers and microphone with the help of a VoIP connection.
Broadly, web conferencing provides a web meeting, webcast and webinar solution and can
also be utilized as a platform to organize online events. A web conferencing platform has many types
of in-built advanced features. These include screen sharing, instant messaging, desktop sharing,
remote control, file sharing and an interactive whiteboard. Some will also allow their users to
schedule meetings and send automatic invitations to attendees. Web conferencing platforms must
also incorporate security features.
EORGS INNOFINITY PVT. LTD. – AN INTRODUCTION

Eorgs Innofinity Pvt. Ltd started in May 2019 provides web application services, mobile
application services and is now stepping into Artificial Intelligence and IOT Products. They develop
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all Dynamic & Static Web Apps and Innovative Web Products. With research they are keen on
developing innovating new products. Their platform takes away the hard process of creating your
website. They aim to carry on the business of information technology, software development,
Software as a Service (SAAS), web design and development, web and mobile application
development, artificial intelligence, machine learning, quality assurance services, data management.
The company now has 2 full time and 5 part time employees. Their process model that helps to
achieve perfection is given below:
 Planning: It is the stage where brainstorming happens. In this stage experts gather
requirements and analyze all the aspects of a future software product.
 Feasibility Analysis: At this step, the project team defines the entire project in details and
checks the project’s feasibility.
 Software Design: The software design is the major aspect of software development cycle.
Design should be creative and clear.
 Programming: This is the critical phase of SDLC. Quite a number of people are working for
coding and delivering the required software.
 Implementation & Integration: Generally softwares will have a great number of programs
that will require careful implementation and step-by-step integration of the software product.
 Software Testing: After completion of coding, the software is sent to the testing department,
where the software testers play an important part by testing it for the performance and quality.
 Installation & Maintenance: Finally, the software is handed over to the clients to be
installed on their devices. After installation, if the client needs any modification, the product
is to come under the maintenance process.
PRODUCT PORTFOLIO
A product portfolio is a compilation of all the products or services offered by a company.
Having a diverse product portfolio analysis is essential for investors conducting equity research by
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investors or analysts supporting internal corporate financial planning. Eorgs Innofinity offers various
services in the educational guidance sector. Their product portfolio is given below:
NAMCLASS
It is a web conferencing tool specially designed for the purpose on online teaching and
learning. This is the project that I was working with.
Nakuras
A platform that is designed to help the narikuravar community sell their products and earn
income for their survival along with social recognition through the help of a web portal that is
precisely designed for the people of the narikuravar community who face bias, intolerance and abuse
in the physical market space.
Winnings 11
It is a fantasy sports platform that is based in India which allows users to play fantasy cricket
The following are the major competitors of NAMCLASS:
 Zoom
 GoTo Meeting
 Skype
 Microsoft Teams
 Zoho Meeting
 Lifesize
 Google Hangouts Meet
 Cisco Webex
 Blue Jeans
 Uber Conference
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CHAPTER 2 – LITERATURE REVIEW
The Effectiveness of Online Learning: Beyond No Significant Difference & Future Horizons
The regular “brick and mortar” classroom has started to lose its market in the place of
learning. Growth of Internet has made noticeable changes to each and every aspect of our life right
from world economy, personal & professional networks to information sources, news and learning.
Development of internet has made the idea of online learning possible, and many researchers and
educators are interested in online learning to enhance and improve student learning outcomes while
tackling the depletion in resources especially in higher education. This paper addresses the query of
up to what level can the way of online learning be effective. The results show that online learning is
least as effective in the way educating students when compared to the traditional format.
Sustainable Telemarketing? A new theory of consumer behaviour

The aim of this paper is to put forward the information that consumer credibility can be
limited but is an inexhaustible resource. Like an inexhaustible natural resource, consumer goodwill
can be over-exploited. Analysis of the rise and quick fall of the business-to-consumer (B2C)
telemarketing sector in the USA gives evidence that over-usage of consumer goodwill is the major
thing that happened. By taking telemarketing as a case study, this paper aims at arguing that direct
marketing techniques have to be managed according to the principles of sustainability.
A Study of Indian Consumers’ Perception on Telemarketing

The telephone industry has brought a turn of its kind in the area of communication.
Telemarketing has come out as a powerful tool to make direct marketing because of the rapid growth
of mobile phone industry. It carries all the advantages of direct marketing at much lesser cost. India
is also observing the growth of telemarketing with increase in number of mobile users. This paper is
an attempt to know the view and attitude of the customers towards telemarketing; advantages gained
by the company in the view of customers and an overall assessment of this marketing tool. The paper
describes the state of mobile industry in India followed by a survey. The conclusion states that the
marketers have to put in a lot of hard work in order to make this tool more effective.
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CONCLUSION:
A deeper study of the above three papers gave an idea that telemarketing is a very useful tool
that gives all the ideas to improve the business in this increasingly hi-tech world. It is a great tool that
helps in building the customer base of the company, increase customer loyalty and capture sales for
the organization.
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CHAPTER 3 - METHODOLODY
Introduction
This report has been prepared based on the works done during the 6 weeks of internship work
done. The main ideas behind the preparation of this report are as below:
 To identify the potential customers for future sales of the company.
 To examine the customer need
 To search the market for the consumer by which the customer can get the services easily from
the company
 To identify the areas of concern where the company lack in promoting the customers
perception
 To find out the corrective measures taken up by the company to enhance its business with
respect to customer’s perception
Summary of work
My daily work was to contact schools and colleges across Tamil Nadu with the help of the
leads that were already generated and kept by the company in its database explaining the features of
our web conferencing product and make them sign up for a free trial and analyze the quality of the
leads that were generated and given to me for the purpose of calling.
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CALL COMMENTS:
This table contains the call data categorized into 4 types based on the comments given by the
respondents after the call.
TABLE 3.1
Call Comments Count Percentage

Will contact later 12 5
No response 96 40
Not interested 15 6.25
Interested 117 48.75
Total 240 100%
DIAGRAM 3.1
X Axis => Call Comments
Y Axis=> Percentage of Call Comments
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CALL TYPE:
This table contains the call data categorized into 4 types based on the call’s type.
TABLE 3.2
Call Type Count Percentage

Ringing no response 30 12.5
Answered 144 60
Switch off/not reachable 30 12.5
Others 36 15
Total 240 100%
DIAGRAM 3.2
X Axis => Call Type
Y Axis=> Percentage of Call Type
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LEAD STATUS:
This table contains the call leads classified into 4 categories based on the conclusion arrived
at after the call ends. Others category contains the leads that doesn’t fall into the above 3 categories.
TABLE 3.3
Lead Status Count Percentage

Call back later 12 5
Negative 111 46.25
Positive 93 38.75
Others 24 10
Total 240 100%
DIAGRAM 3.3
X Axis => Lead Status
Y Axis=> Percentage of Lead Status
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CALL DURATION:
This table contains details about all the calls answered that are categorised into four types.
TABLE 3.4
Call Duration Count Percentage

Less than 1 Minute 54 37.5
1 to 3 minutes 36 25
3 to 5 minutes 18 12.5
More than 5 minutes 36 25
Total 144 100%
DIAGRAM 3.4
X Axis => Call Duration
Y Axis=> Percentage of Call Duration
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LEAD QUALITY:
This table contains details about the quality of leads based upon the way the customers
responded.
TABLE 3.5
Lead Quality Count Percentage

Bad 30 12.5
Good 24 10
Very Good 168 70
Very Bad 18 7.5
Total 240 100%
DIAGRAM 3.5
X Axis => Lead Quality
Y Axis=> Percentage of Lead Quality
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CITIES CONCENTRATED:
The 6 cities that I was responsible for are Chennai, Vellore, Tiruppur, Coimbatore, Madurai
& Ramanathapuram. Total of 240 calls were made with Chennai being the highest with 60 calls.
City Count
Chennai 60
Vellore 20
Tiruppur 40
Coimbatore 40
Madurai 50
Ramanathapuram 30
Total 240
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CHENNAI CITY
Chennai Count Percentage
No response 21 35
Not interested 0 0
Interested 33 55
Total 60 100%
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VELLORE:
Vellore Count Percentage
No response 10 50
Not interested 5 25
Interested 3 15
Total 20 100%
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TIRUPPUR:
Tiruppur Count Percentage
No response 20 50
Not interested 2 5
Interested 18 45
Total 40 100%
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COIMBATORE:
Coimbatore Count Percentage
No response 15 37.5
Not interested 2 5
Interested 21 52.5
Total 40 100%
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MADURAI:
Madurai Count Percentage
No response 18 36
Not interested 0 0
Interested 30 60
Total 50 100%
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RAMANATHAPURAM:
Ramanathapuram Count Percentage
No response 12 40
Not interested 6 20
Interested 12 40
Total 30 100%
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Achieving targets
Our only target to achieve was to complete minimum of 20 to 30 calls per day and report to
our internship mentor on how many calls turned out to be positive. At the end of our internship, we
had a separate session on each of our performance and the skills that we needed to develop and
improve.
Additional activities
As a part of our internship, we gave an idea of conducting an online event using our platform
NAMCLASS so that it will be useful for the customers to learn on how our platform works which
might in return make them interested in buying our product. Besides that we had a brain storming
session on marketing, digital marketing terminologies and excel for which we had to submit
assignments.
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CHAPTER 4 LEARNINGS AND CONCLUSION

Learning Points:
 How to approach customers over phone: I learned some ideas about how to approach with
customers over telephone in a very gentle and soft manner.
 How to communicate with customers: I learned how to communicate with new and existing
customers over phone.
 How to deal customers: I learned by working there that how to deal positive and also negative
customers as well. Sometimes it became really difficult to deal negative customers.
 Convincing customers: It is not an easy task to convince customers in any manner. However I
gained some ideas on how to convince clients.
 How to make networking: It is important to make networking in today’s world. During my
internship, I learnt the different ways of making a strong network that would be helpful to me
to gain a good source of clients.
 To promote good relation with customers: Promoting good relation with customers is another
important matter in selling products which I learned here.
 To handle tough situation: As a telemarketing executive sometimes I had to face some odd
situation as sometimes calls became annoying to customers. So I learned how to face those
kind of situations strongly and need to handle easily.
 How to work in a team: As telemarketing is under the department of marketing and sales, it is
very important to work together to promote the team successfully. I learned the importance
and benefits of teamwork here more.
CONCLUSION:
During the internship period in Eorgs Innofinity Pvt. Ltd there was a lot of chances where I
was able to use my knowledge and skills practically that I have acquired during my academic study.
Here in this report I tried my best to give very informative and useful details regarding my internship
at Eorgs Innofinity Pvt. Ltd. I was lucky enough to get a position as an intern which will be useful for
my future career.
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REFERENCES:
1. Tuan Nguyen (2015), THE EFFECTIVENESS OF ONLINE LEARNING: BEYOND NO
SIGNIFICANT DIFFERENCE & FUTURE HORIZONS, MERLOT Journal Of Online
Learning and Teaching.
2. Hurst, C.G. (2008), SUSTAINABLE TELEMARKETING? A NEW THEORY OF
CONSUMER BEHAVIOUR, Direct Marketing: An International Journal.
3. Geetika, Deepesh Tiwari & Preeti Gupta (2012), A STUDY OF INDIAN CONSUMERS'
PERCEPTION ON TELEMARKETING, International Journal of e-Education, e-Business, e-
Management & e-Learning.
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Customer Acquisition for Eorgs Innofinity Pvt. Ltd.

CERTIFICATE FROM THE FACULTY GUIDE

TO WHOM IT MAY CONCERN

Name of Faculty Guide Signature

Dr. Ashok Natarajan

Place: Chennai Signature of the Intern:

Amirdha Varshney. B.S,

Sl.No. TOPIC Pg.No.

TELEMARKETING & IT’S IMPORTANCE

Sending timely reminders

Optimum use of your resources

WHAT IS WEB CONFERENCING

EORGS INNOFINITY PVT. LTD. – AN INTRODUCTION

CHAPTER 2 – LITERATURE REVIEW

Sustainable Telemarketing? A new theory of consumer behaviour

A Study of Indian Consumers’ Perception on Telemarketing

Call Comments Count Percentage

Call Type Count Percentage

Lead Status Count Percentage

Call Duration Count Percentage

Lead Quality Count Percentage

Chennai Count Percentage

Will contact later 6 10

Vellore Count Percentage

Will contact later 2 10

Tiruppur Count Percentage

Will contact later 0 0

Coimbatore Count Percentage

Will contact later 2 5

Madurai Count Percentage

Will contact later 2 4

Ramanathapuram Count Percentage

Will contact later 0 0

CHAPTER 4 LEARNINGS AND CONCLUSION

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