Primo Dialler: An Entrepreneurial Vision of Innovation
Innovation is the blue-eyed gaze that gains tremendous attention in the business world today. However, innovation is often the result of continuous synergy between technology, and human beings. It requires capturing the essence of human experience to chase imagination without boundaries. Such revolution is often based on intuition about a human need at large, a missing part of the puzzle, or a vision of how things can be. For example, could have we have imagined that an electronic device could sense, capture, and reflect everything we experience a decade ago? However, soon after Apple launched its flagship smartphone, the world at large was allowed to imagine something it had never known earlier. Today, Primo Dialler, a hosted automation dialler solution promises to bring chase horizons of the innovative future with the same intuition.
The company was founded in 2017, when its founder and CEO, Abdul Kawsar realized that his knowledge in sales could make way for better software solutions for call centres for global businesses. After discussing his ideas with his close confidantes, Abdul came to the conclusion that he needed to build his own platform to put his ideas to work. This was the beginning of a game-changer for his clients amidst the coronavirus crisis. In 2019, when coronavirus crisis resulted in worldwide shutdown of the economy, Abdul and his team came up with an app to create a synergy between call centre support, and sales activities through mobile devices. The new synergy helped Primo Dialler’s clients access advanced automation through mobile devices to advance their reach to potential clients. Abdul believes this was one of the highlights of his careers. Abdul noted, “It not only helped our clients switch to remote working, but potentially saved hundreds of jobs.”
Today, Primo dialler has become a global business centre for connecting businesses to its clients. The company founded in 2017 has opened offices in Birmingham, Calcutta, Lahore, Manchester, and Durban. Despite the tremendous growth, the operation remains an efficient exercise in growth, as the company houses a team of just 46 employees to cater to global clientele.
Building a Remote Working Culture
As the pandemic hit, the business world took a tumble with more employees working from home. During this period, Primo Dialler signature solution of hosted dialler for call centre became more attractive to clients. The hosted dialler operated through a cloud-based phone system is built to innovate conventional systems of business operation. For example, earlier sales representatives working in call centres had to manually select numbers to dial from a list, note down interactions, and manage consumer interaction data. Moreover, managing the outcome of the call with in-house data centre solution can be an unreliable and expensive affair. However, with Primo Dialler’s solution call centre representatives can automatically dial numbers of potential clients through a list, and manage data based on the outcome of the call. Abdul notes the development is another modern marvel of technology. He stated, “Manual dialling can lead to mistakes, and it can be a time-consuming process in key revenue-driving operations like sales”. Today, Primo Dialler’s solution help businesses eradicate a key pain-point in sales operations, and offer them freedom to focus on core goals. Abdul notes that this new automated workflow has gained the company many clients as remote working continues to present new challenges for businesses globally.
Delivering Support Revolution
When Abdul Kaswar, and his long-time colleague Mohammed Mashadi were working in sales, they noticed a lack of on-demand support, and inability to be flexible in product development. Their experience became the foundation stone for their company soon after. As founders of Primo Dialler, these two invested in training, and developing a support team with various aspects of the platform. The advanced training modules and the understanding of the founding team about business problems at large helped Primo Dialler’s clients gain access to an efficient setup. Abdul notes that investment in technology remains a key vision for the future development of the company. He notes, “What makes us different is our desire to improve and take our software forward. We invest in an in house development team which allows us to develop new features or adapt our software in various ways.”
Despite the notable success of Primo Dialler today, the company leadership remains humble. At the beginning of Primo Dialler, the company leadership faced various challenges as the leadership came from a sales background. Both Abdul, and Mohammad knew the features of dialer, and key selling points. However, they remained limited in their vision due to lack of the technical know-how. Both recognized their limitations at early stages, and brought on board a team that had real understanding of networks, configurations, and product development. Abdul remembers the journey as a steep learning curve, and credits it for Primo Dialler becoming one of the fastest growing platforms in the business today.
Leading Business Culture with People
As mentioned earlier, people, and their experiences can be at the heart of innovation in a business culture. This is part of the founding philosophy that guides Abdul and his team every day. In his heydays as a salesman, Abdul enjoyed meeting new people, and interacting with them every day. He sought these experiences for professional growth as well as new learning that it helps brings to the table. Furthermore, he extended this philosophy to building a new client base at Primo Dialler. Abdul asserts, “part of every day schedule discussing new ideas with the marketing team, and learn from them about what is going on.” Meeting new people, and learning from them is a core mantra of growth in the business culture at Primo Dialler. Moreover, Abdul also travels around the world today to meet global clients to discuss new business opportunities, or understand the changing market situation regularly. In his role as the CEO of Primo Dialler, Abdul inspires a clear vision for success among his teammates. He states, “Our vision is to provide high quality telecommunications software to help call centres grow. We can achieve this by offering 24/7 support to clients whenever, and wherever they need it”. His dedication for interactions with people, and his clear vision for the future growth of the company continue to drive his team at Primo Dialler
Locating Landmarks in a Long Journey
Primo Dialler has come a long way since its establishment in 2017. When the company was first founded, the first goal of the founding members was to ensure it turned a profit quickly. Thanks to a great support team, the leadership achieved this goal quickly. The company also achieved some memorable milestones it had never envisioned. Soon after its inception, the company was shortlisted for Comms Business Awards, one of the most prestigious business awards globally. The company was awarded the centre vendor of the year award, putting it ahead of global giants in the business. Abdul asserts that this is the best achievement of Primo Dialler as a company, and shows how far the company has come within such a short time-frame.
This achievement transpired a new wave of ideas, and solutions from the company in the near future. Soon after the award ceremony, the team at Primo Dialler launched its remote Android app to help clients around the world connect remotely. The solution was a game-changer for businesses that were looking for support during one of the worst economic crisis of our time. Abdul credits the success of Primo Dialler to his dedicated team. He asserts that his each team member plays a vital role in departments like marketing, technical, and sales to match client needs, and support teams. His mantra for fellow entrepreneurs remains simple, “in order for a company to grow, a vibrant and dynamic team at the helm is essential. We have worked hard, and strived to learn, and develop. Our close team bonds through sharing food, or Zoom meetings help us sail through the tough times together”
The growing demand for communication solutions in the digital world seems apparent to Abdul. He predicts that on-site data storage installations are quickly becoming a thing of the past in the business world. On one hand, it is expensive, requires technical know-how to setup, and increases costs with maintenance. On the other hand, cloud-based setups are quickly becoming the norm for communication in business as technologies like IVR, voicemail-to-text, voicemail, multi-device support, among others is ready to transform the world of business with growing contribution from companies like Primo Dialler.
