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June 16, 2019
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Freshworks acquires customer success service Natero

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Customer engagement service Freshworks, which you may still remember under its old name of Freshdesk, today announced that it has acquired Natero, a customer success service with some AI/ML smarts that helps businesses prevent churn and manage their customers.

The acquisition, Freshworks CEO Girish Mathrubootham told me, will help the company complete its mission to provide its users with a 360-degree view of their customers. As Mathrubootham stressed, Freshdesk started out with a focus on customer support and then added additional functionality for marketers and other roles over time. Today, however, companies want this full 360-degree view of a customer and be able to offer differentiated service to their top customers, for example. In many ways, the acquisition of Natero closes the loop here.

“The acquisition extends our ‘customer-for-life’ vision to all teams, including account and customer success managers who require up-to-date customer usage and health data to proactively engage those accounts at risk of churn or ready to buy more,” Mathrubootham said.

Natero founder and CEO Craig Soules echoed this and noted that the only way to do this is to have a rich customer model at the core of these efforts. “More and more people wanted to take data from Natero and take it to sales tools,” he said when I asked him about how his company will fit into the Freshworks portfolio — and why he sold the company. “We Freshworks, we saw a company that was going into this direction and that was doing customer success for a very long it. […] It felt like a very natural fit to leverage this customer model.”

Mathrubootham also noted that Freshworks was actually a Natero customer so when Natero got to the point where it was looking for more capital to expand this focus on its customer model, the two companies started talking.

Natero will continue to exist as a stand-alone product, but it will also become part of the Freshworks 360 suite, Freshwork’s integrated customer engagement suite.

Ahead of today’s acquisition, Natero had raised a total of $3.3 million. That’s not a lot for a startup that launched back in 2012, but Soules noted how he was able to fund the company’s expansion through revenue. The two companies did not disclose the acquisition price.

ZenHub Workspaces make GitHub easier to use across teams

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ZenHub, a project management tool for GitHub, today announced the launch of Workspaces, a feature that makes it easier for teams to use its service — and GitHub — by allowing them to tweak the service to the needs of specific teams while still using GitHub as the ground truth for their work.

With Workspaces, teams can create multiple workspaces inside a GitHub repository (ZenHub does this through a Chrome extension) so that a team of developers can get a detailed view of every issue, for example, while other teams only get to see what is relevant to them. This also allows different teams to opt for their own work styles, no matter whether that’s Scrum or Kanban.

“What this will allow teams to do is to work in their own unique ways and build their own unique workflows dependent on how they work,” ZenHub founder and CEO Aaron Upright told me. “So a front end team can have its own board of GitHub issues, that’s more of a Kanban-style of workflow. And the back end team can have its own workflow that’s more of a scrum style.”

Issues are still shared across boards and every team can see what the other teams are working on, which will also allow for more transparency inside the company.

Market map: the 200+ innovative startups transforming affordable housing

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In this section of my exploration into innovation in inclusive housing, I am digging into the 200+ companies impacting the key phases of developing and managing housing.

Innovations have reduced costs in the most expensive phases of the housing development and management process. I explore innovations in each of these phases, including construction, land, regulatory, financing, and operational costs.

Reducing Construction Costs

This is one of the top three challenges developers face, exacerbated by rising building material costs and labor shortages.

Singapore’s SalesWhale raises $5.3M to bring AI to sales and marketing teams

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SalesWhale, a Singapore-based startup that uses AI to help marketers and salespeople generate leads, has announced a Series A round worth $5.3 million.

The investment is led by Monk’s Hill Ventures — the Southeast Asia-focused firm that led SalesWhale’s seed round in 2017 — with participation from existing backers GREE Ventures, Wavemaker Partners, and Y Combinator. That’s right, SalesWhale is one a select few Southeast Asian startups to have been through YC, it graduated back in summer 2016.

SalesWhale — which calls itself “a conversational email marketing platform” — uses AI-powered ‘bots’ to handle email. In this case, its digital workforce is trained for sales leads. That means both covering the menial parts of arranging meetings and coordination, and the more proactive side of engaging old and new leads.

Back when we last wrote about the startup in 2017, it had just half a dozen staff. Fast forward two years, and that number has grown to 28, CEO Gabriel Lim explained in an interview. The company is going after more growth with this Series A money, and Lim expects headcount to jump past 70 while SalesWhale is deliberating opening an office in California. That location would be primarily to encourage new business and increase communication and support for existing clients, most of whom are located in the U.S, according to Lim. Other hires will be tasked with increasing integration with third-party platforms, and particularly sales and enterprise services.

The past two years have also seen SalesWhale switch gears and go from targeting startups as customers, to working with mid-market and enterprise firms. SalesWhale’s “hundreds” of customers include recruiter Randstad, educational company General Assembly, and enterprise service business Unit4. As it has added greater complexity to its service, so the income has jumped from an initial $39-$99 per seat all those years ago to over $1,000 per month for enterprise customers.

SalesWhale’s founding team (left to right): Venus Wong, Ethan Lee and Gabriel Lim

While AI is a (genuine) threat to many human jobs, SalesWhale sits on the opposite side of that problem in that it actually helps human employees get more work done. That’s to say that SalesWhale’s service can get stuck into a pile (or spreadsheet) of leads that human staff don’t have time for, begin reaching out, qualifying leads and sending them on to living and breathing colleagues to take forward.

“A lot of potential leads aren’t touched” by existing human teams, Lim reflected.

But when SalesWhale reps do get involved, they are often not recognized as the bots they are.

“Customers are often so convinced they are chatting with a human — who is sending collateral, PDFs and arranging meetings — that they’ll say things like ‘I’d love to come by and visit someday,’” Lim joked in an interview.

“Indeed, a lot of times, sales team refer to [SalesWale-powered] sales assistant like they are a real human colleague,” he added.

Google Cloud brings on 27-year SAP veteran as it doubles down on enterprise adoption

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Thomas Kurian, the newly minted CEO of Google Cloud, used the company’s Cloud Next conference last week to lay out his vision for the future of Google’s cloud computing platform. That vision involves, in part, a hiring spree to give businesses that want to work with Google more people to talk to and get help from. Unsurprisingly, Kurian is also looking to put his stamp on the executive team, too, and today announced that former SAP executive Robert Enslin is joining Google Cloud as its new president of Global Customer Operations.

Enslin’s hire is another clear signal that Kurian is focused on enterprise customers. Enslin, after all, is a veteran of the enterprise business, with 27 years at SAP, where he served on the company’s executive board until he announced his resignation from the company earlier this month. After leading various parts of SAP, including as president of its cloud product portfolio, president of SAP North America and CEO of SAP Japan, Enslin announced that he had “a few more aspirations to fulfill.” Those aspirations, we now know, include helping Google Cloud expand its lineup of enterprise customers.

“Rob brings great international experience to his role having worked in South Africa, Europe, Asia and the United States—this global perspective will be invaluable as we expand Google Cloud into established industries and growth markets around the world,” Kurian writes in today’s announcement.

For the last two years, Google Cloud already had a president of Global Customer Operations, though, in the form of Paul-Henri Ferrand, a former Dell exec who was brought on by Google Cloud’s former CEO Diane Greene . Kurian says that Ferrand “has decided to take on a new challenge within Google.”

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