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Making your business work for you with Ryll Burgin-Doyle

Meet Ryll Burgin-Doyle, who helps business owners solidify their lifestyle and financial goals, then measure how to reach them as fast as possible.

Today, she teaches you how you can do it too!

We talk about:

  • How to figure out a baseline for your business
  • The best time to think about your business goals
  • Surrounding yourself with people who are more successful than you
  • The fastest way to reach your business goals
  • Analysing data to drive your strategy
  • The most important data points to measure
  • Ryll’s top three favourite things to focus on with clients
  • And more!

If you don’t see the player above, click on a link below to listen directly!

Acast

Apple

Spotify

Stitcher

This article was first published on We Live To Build.

Image Credit: Michal Czyz on Unsplash

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Plentina raises US$2.2M seed round to improve trustworthiness in financial lending in Philippines

Plentina co-founders Kevin Gabayan (L) and Earl Valencia

Philippines-based fintech startup Plentina has raised US$2.2 million in a seed financing round, co-led by Andrew Vigneault (CEO of ClearGraph and former Tableau executive), Unpopular Ventures, and DV Collective.

Other investors in the round include JG Digital Equity Ventures (JGDEV), Amino Capital, Canaan Partners Scout Fund, Ignite Impact Fund, and some undisclosed strategic angels and family offices.

The fintech startup has previously raised US$750,000 in pre-seed from investors such as Techstars, Emergent Ventures, and 500 Startups Vietnam.

Plentina said in a press note that it will use the newly-raised capital to grow its data science, business development and customer operations teams.

The Philippines has long lost trust in a credit system due to illegitimate and predatory lenders. Plentina aims to solve that by using Machine Learning (ML) to gauge the trustworthiness of financial lenders.

Also Read: How Finory aims to improve financial literacy; one credit card at a time

The startup was founded in 2020 by two data scientists Kevin Gabayan and Earl Valencia, who met at Stanford 14 years ago while they were still graduate school students studying ML.

Observing the low credit card penetration trend in the Philippines, the two decided to use ML to reveal creditworthy borrowers in emerging markets.

The startup has developed a mobile app that offers store credit instalment loans with major retail partners, including 7-Eleven Philippines and Smart Communications.

Since obtaining its lending license, Plentina claims its app has been downloaded more than 30,000 times.

“Accessing financial services in emerging markets can be inefficient. We’re happy to provide consumers more convenient and flexible payments while helping merchants upgrade their sales channels,” said Gabayan.

“Plentina believes that ML and partnerships can unlock credit potential for the over 100 million Filipinos. With a median age of 24 and an emerging middle class, this generation will be expecting a digital-first financial services product that we aim to provide,” he added.

“Kevin and Earl have developed a brilliant go-to-market strategy that has positioned Plentina to be able to promote financial literacy and inclusion at scale in the Philippines and am excited to have the opportunity to be along for the ride,” lead investor Andrew Vigneault about the potential of the Plentina business opportunity.

Image Credit: Plentina

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gojek’s Bank Jago unveils financial services app that centres around users’ daily life

Almost a year after their rebranding move, PT Bank Jago Tbk (ARTO) officially introduced its Jago app to the public in Indonesia. The app provides digital financial services that centres around users’ daily life (“life-centric”), complemented with seamless integration to various services and products by ecosystem players.

“To present an innovative and collaborative solution, we work closely with the ecosystem. We expect this app to provide greater financial access to accelerate financial inclusion. There are still many segments that we would like to reach out to Indonesia,” said Bank Jago President Director Kharim Indra Gupta Siregar in a launch event in Jakarta.

At the moment, there is a limited number of features available on the app, from remittance, bill payments, to e-wallet top-up. In the future, the company intends to add more features to lure in the digital-savvy, middle-class segment –be it corporates or individuals.

This will include the bank’s strategic partnership with Indonesian tech giant gojek, with will enable customers to open a new bank account on the ride-hailing platform’s app. “As for the partnership with gojek, our team is still working on the integration process,” Siregar said.

Trying out the Jago app

Bank Jago dubbed itself as a fully digital tech-based bank. Siregar also stressed that the platform’s innovation are fully developed by an in-house team.

DailySocial also had the opportunity to try out the app’s features.

Also Read: Ecosystem Roundup: gojek invests in Bank Jago; DBS launches currency, crypto exchange

Our first impression was that the onboarding process when creating a new bank account was speedy, with an e-KYC process that lasted no longer than 30 seconds via video call. We then tried out the Pockets feature which enables customers to allocate funds for different purposes. As detailed in the image below, users can personalise their Pockets feature by changing its name, colour, and profile image.

There are two categories in the Pockets feature: Savings and Spendings. Customers can top-up the Savings pocket through various transfer methods from digital banking (from brands such as TMRW, Digibank, Jenius), mobile banking (BCA, Mandiri, CIMB, BRI), SMS banking, internet banking (BCA, Mandiri, BNI, CIMB), ATM (BCA, Mandiri, BNI, BRI, Permata, CIMB), and Jago Branch.

However, it is important to note that the funds in the Savings pocket are transferrable to other bank accounts, helping customers curb unnecessary spending. For remittance, customers need to move the funds to the Spendings pocket, enabling customers to transact with a 0.5 per cent interest rate. Meanwhile, moving funds to the Savings pocket will activate a 3.5 per cent interest rate.

A simulation of bank account opening in the Jago app

The interesting part is that customers can invite other account holders (“Collaborators”) to collaborate in saving money together. Customers can allow the other to see or use the funds in that pocket with a daily limit that can be set up.

According to Siregar, the collaborative personal finance management feature is not yet available in most banks in Indonesia. The feature was developed based on research done by the team. He believes that there are still many use cases to be explored in the future.

Considering its relatively new use case, and the possibility for it to fall into the category of time deposit, the feature has to go through a risk management process. “This is a unique challenge for Bank Jago. But we have created a simulation of cash flow to enable us to make adjustments in our service,” Siregar explained.

Also Read: gojek invests in Bank Jago to expand its footprint as a leading payment services company in Indonesia

Meanwhile, according to Bank Jago Digital Bank Director Peter van Nieuwenhuizen, the collaborative feature has a great prospect to be implemented in the Indonesian market, due to the culture’s collaborative nature.

“The [features] that we are developing are new models in the banking industry. This is why we will need one to two years to see how well it works with Pockets, or how to figure out what works best,” van Nieuwenhuizen said.

The Bank Jago app

Another interesting feature that Bank Jago introduced is the bill payment feature that enables non-fixed payments such as post-paid mobile phone bills. Through this feature, users can set up an automatic payment or a reminder to confirm how much to pay.

A flashback of Bank Jago’s journey

Bank Artos rebranded to Bank Jago in June 2020, as part of its part to transform its business following an acquisition by a group of investors led by Jerry Ng through PT Metamorfosis Ekosistem Indonesia (MEI) and Patrick Waluyo through Wealth Track Technology Limited (WTT).

gojek Group through its subsidiary GoPay (PT Dompet Anak Karya Bangsa) also holds 22 per cent shares in the company. In March, Singapore-owned investment firm Government of Singapore Investment Corporation Private Limited (GIC) also secured shares in Bank Jago.

The bank’s shareholder composition consists of PT Metamorfosis Ekosistem Indonesia (29,81 per cent), Wealth Track Technology Limited (11,69 per cent), PT Dompet Karya Anak Bangsa (21,40 per cent), GIC Private Limited (9,12 per cent), and the public (27,99 per cent).

Also Read: [Updated] Standard Chartered partners with Bukalapak to launch digital banking solutions

Previously, senior banker and Bank Jago founder Jerry Ng has stated that the collaboration is a key strategy to accelerate the growth of the digital banking business. He gave examples of digital banks in China and South Korea that are focusing on collaboration among ecosystem players, enabling growth through a wider spectrum of products.

This explained the various strategic partnerships in various verticals that Bank Jago has done since 2020. At the moment, only gojek has signed up to become a strategic partner for the company.

A list of Bank Jago’s partners

“We have to create unique value proposition. What we did was combining both as they each their own uniqueness. Banks are no longer the centre of the ecosystem, instead, it is now part of the ecosystem. If we are able to position ourselves correctly, we will be able to play a strategic role. Because the transaction is the centre of what the customers are doing,” Ng said.

Other digital banks in Indonesia

The competition landscape among digital banks in Indonesia is getting tougher this year. Following the launch of apps by Bank Neo Commerce and Bank Jago, other banks have also begun to anticipate the competition by launching a digital bank. We noted several names in the list such as Bank Digital BCA, SeaBank, and KB Bukopin

Bank Agro is applying for a digital bank license to Financial Services Authority (OJK), following the appointment of Kaspar Situmorang as Managing Director. He was previously Executive Vice President Digital Center of Excellence, a digital transformation division at BRI.

Last year, Indra Utoyo, Digital, IT and Operational Director at BRI, told DailySocial that there is a great potential for BRI Agro to be converted into a digital bank as it has launched digital lending platform Pinang (Pinjam Tenang). This platform serves as an early test case for the market.

Also Read: Ecosystem Roundup: How SEA startups resisted challenges in 2020; AirAsia partners with MaGIC for drones-based delivery in MY

SeaBank, which had changed its rebranded from its original brand Bank Kesejahteraan Ekonomi (BKE), has also been reported to consider acquiring other banks to strengthen its capital structure, enabling it to secure digital bank licence. SeaBank still falls under the BUKU II category in Indonesia with an IDR1.3 trillion (US$89 million) capital by September 2020 and a total asset of IDR3.6 trillion (US$246 million) by December 2020.

The article Bank Jago Resmi Meluncurkan Aplikasi Keuangan Digital, Berfokus pada Sentra Kehidupan was written by Corry Anestia in Bahasa Indonesia for DailySocial. English translation and editing by e27.

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Grab acquires US$274M stake in Emtek, fuels talk of OVO-DANA merger: Report

Grab

Southeast Asian superapp Grab has acquired a 4 per cent stake in Indonesian media and technology conglomerate Emtek, The Straits Times has reported.

Citing a source, the report stated the transaction was valued at more than IDR 4 trillion (US$274 million) and took place in a recent private placement sale of Emtek shares.

The deal was reportedly transacted through an investment company named H Holdings Inc., which joined Korean web search giant Naver Corporation in the sale of shares amounting to 8.4 per cent of Emtek’s capital.

According to a filing to the Indonesian Stock Exchange, the fresh funds will go towards expanding the conglomerate’s business and funding daily operations.

Also Read: Why frictionless payments is the key to merchant success in the modern world

Grab’s purchase of Emtek fuels speculation that their digital payment firms, OVO and DANA respectively, could merge. Earlier in September 2019, Reuters reported that Grab was in talks to merge back entities.

Due to the low banking penetration rate in Indonesia (where 52 per cent of the population remains unbanked), regional giants like Grab are moving fast in an attempt to capture a slice of the lucrative digital banking pie.

GoPay, which is part of ride-hailing giant gojek, spent US$160 million to increase its stake in Bank Jago to 22.16 per cent. gojek’s e-wallet customers will have the opportunity to open accounts with Bank Jago, which launched yesterday and is set to become the country’s first fully digital bank.

Earlier this year, Sea acquired Indonesia’s non-listed Bank Kesejahteraan Ekonomi and renamed it SeaBank, in a move aimed at allowing its e-commerce users to access an integrated suite of financial services.

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Image Credit: Grab

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Binar Academy secures seed funding to upskill, recruit Indonesian talent

Binar Academy co-founders: (L to R) Alamanda Shantika, Seto Lareno, Dita Aisyah

Binar Academy, an Indonesia-based edutech startup, has raised seed funding in a deal led by Singaporean VC firm Teja Ventures.

Eduspaze, The Indonesia Women Empowerment Fund, Savearth Fund, and several angel investors from the Angel Investment Network of Indonesia (ANGIN), also participated in the round.

The startup said that it will use the fresh funds to accelerate the growth of its core technology and hire more educators.

Founded by ex-gojek executives Alamanda Shantika and Dita Aisyah, Binar Academy aims to equip high school and university students with the necessary skills required to succeed in the evolving digital economy.

The four-year-old company claims to have educated over 8,000 students and placed talents for jobs, leading to revenue growth of 80 per cent last year.

Also Read: [Updated] Indonesian edutech startup Ruangguru confirms US$150M Series C funding round

“In the past three years, we have continued to evolve our core product – Binar Bootcamp – to fulfill the learning experience of our students and the market demand for digital talent. We are excited for the opportunity to expand our reach, educate more students, and build a community of lifelong learners,” shared Shantika.

“The COVID-19 pandemic has driven Indonesia’s education institutions, teachers, students as well as parents to adapt to online learning. However, we still need to innovate the way education is presented to create a more approachable and enjoyable learning experience. I’m confident that the combination of enhanced learning experiences, technology, and community cultivated by Binar Academy will bring that,” she added.

According to The World Bank, skill sets of ICT (Information and Communication Technology) graduates in Indonesia fall short of industry requirements, projecting a shortage of nine million skilled and semi-skilled ICT workers up to 2030.

This is why Binar Academy believes that developing new talents and upskilling existing talents for the digital economy is becoming more urgent in Indonesia.

In a previous interview with e27, Shantika has shared about her lifelong dream of becoming an educator.

“Like when I was building the gojek team. I was doing more than just building a platform; I am building the human behind it,” she stressed.

Other prominent edutech companies in Indonesia include Ruangguru, Duolingo, Zenius Education, Sekolahmu, and more.

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Image Credit: Binar Academy

 

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Shipper banks US$63M Series B to compete with the likes of Waresix in Indonesia

Shipper Management Team

Shipper, an Indonesia-based digital logistics provider, announced today that it has secured US$63 million in a Series B funding round, led by DST Global partners and Sequoia Capital India.

Existing investors Prosus Ventures, Floodgate, Lightspeed, Insignia Ventures, AC Ventures and Y Combinator also participated.

This round comes less than a year after Shipper raised an undisclosed amount in Series A funding in June.

According to a press statement, the proceeds of this round will go towards hiring, product enhancement and expansion of its network.

Also Read: Logisly nets US$6M Series A led by Monk’s Hill to connect shippers with verified trucking firms in Indonesia

Launched in 2016, Shipper offers a suite of logistics solutions like multi-courier shipping, distributed warehousing and fulfilment networks for businesses of all sizes.

Besides that, it also provides a multi-carrier API that allows sellers to manage orders, print shipping labels and get tracking information from multiple providers on their phones.

Last year, Shipper said that its customers saw a surge in shipping accelerated by COVID- 19, leading to increased demand for its services.

“We started the company four years ago as a result of our personal pain points in packing and delivering packages as online sellers. Building Shipper, we have always approached the problem from the angle of a micro, small and medium-sized business because that is who we are. We are excited to play our role in further empowering this segment and strengthening the nation’s logistics
ecosystem,” Shipper co-founder Budi Handoko.

E-commerce has always been a popular sector in Indonesia that saw significant growth since the onset of COVID-19. Other players in the local market are Waresix, SiCepat, Kargo, Ritase, and Logisly, among others.

According to GlobalData, e-commerce sales are estimated to grow by 37.4 per cent, compared to the pre-COVID-19 estimate of 22.2 per cent for the same year.

Amid the crisis, many Southeast Asian logistics-tech companies, such as B2B logistics firm LogislyAndalin, Mycloudfulfillment and Flash Express (both Thailand), and Tramés (Singapore), raised financing.

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Image Credit: Shipper

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Product update for March: Expert connect, credit card removal for PRO trials and website improvements

release notes

In March 2021 product updates, we wanted to give startups the capabilities at accessing knowledge of experts in certain area to better help them build their company and we removed the need to put your credit card detail when signing up for PRO membership trials so you can try it out easily.

Expert connect

Expert Connect allowed startup founders to find the right expert with certain expertise or knowledge in certain area that might not be accessible or learned from general inquiries in the internet. We have pre-select five experts from various industries and verticals as a start and more experts will be joining the program.

Start your connect now, click here.

Credit card removal for PRO trials

We noticed that, a lot of you were interested the test out our PRO features but bounced out because you were afraid that you might forget to cancel the subscription before the trial ends. Though we are quite confident that our PRO benefits are worth it, we’ve been there before, and know how it feels to commit. So we got you covered! Now you can sign up for trials without any credit card details. Just click here and voila. (terms and conditions applied)

Website improvements

Nothing fancy, we picked up the broom and dustpan and finally cleaned up our kitchen. You should notice some improvements in speed and loading time. *pats back*

Editor’s note: e27 aims to foster thought leadership by publishing contributions from the community. This season we are seeking op-eds, analysis and articles on food tech and sustainability. Share your opinion and earn a byline by submitting a post.

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Is everything hunky-dory with public listing via SPACs?

The stage is set for Southeast Asian ride-hailing behemoth Grab’s public listing in the US. The Singapore-headquartered company has confirmed its partnership with Altimeter Growth Corp., a special purpose acquisition company (SPAC), and plans to list its shares on the NASDAQ at a valuation of US$39.6 billion in the coming months.

The SPAC merger for Grab, which also includes private investments in public equity (PIPE) of a sum exceeding US$4 billion, is to date the largest US equity offering by a Southeast Asian company.

Experts believe that this sets a record-breaking benchmark for aspirant unicorns originating from Southeast Asia. It is also a momentous motivation booster for many startups in the new digital economy of this region, as listing via SPACs is unlocking a new path to liquidity and public markets.

No doubt, this will inspire many a tech unicorns in SEA to take the SPAC route for public listing.

However, is everything hunky-dory with listing via SPACs? Isn’t it a backdoor way to take a company public with questionable investors?

We posed these questions to a few industry watchers, mostly venture capitalists, in Southeast Asia.

Also Read: Traveloka in talks for a merger with Peter Thiel’s SPAC to go public: Report

Here is what they said to us (comments have been edited for clarity, style and lack of space).

Carman Chan, founder and Managing Partner of Click Ventures

In general, SPAC listing does carry higher risk but sometimes it can also generate a potential higher return if the company outperforms the prediction,  similar to late-stage startup investing.

One of the differences between SPAC and traditional IPO is the baseline revenue that is used to value the company. In a traditional IPO, a company cannot use projections to justify its valuation, whereas SPAC allows a company to use projected revenue to justify a higher valuation.

Therefore, the risk/reward is tied to the projection versus the actual realised numbers. Also, the sponsors of a SPAC usually are able to obtain ownership at a discounted price when the SPAC makes an acquisition (this is called D-SPAC).

Therefore, they are incentivised to get a deal done instead of maximising the return. This is a misalignment with the investors whose focus is to maximise the internal rate of return (IRR).

However, there are reasons that motivate both investors and companies to go for the SPAC route and that’s why it became so popular since last year.

First of all, listing in the US is substantially more expensive than listing in other markets or listing via SPACs. Also, a traditional IPO requires a lot of roadshows and physical meetings, which are not possible due to the COVID-19 crisis.

This is why SPAC has become one of the go-to solutions because of its lower cost. It is also more time-efficient and doable in the current environment.

Also Read: Asia-focused tech SPAC Poema Global announces US$300M IPO in US

Also, if you look at a bigger picture, the US is actually opening up its private market to non-accredited investors — starting from launching Job Act a few years ago, allowing retail investors to acquire startup shares online through approved crowdfunding for equity websites, to making new regulatory reforms by the SEC.

Therefore, SPAC is more like an extended form of this type of higher risk and provides investment opportunities for later-stage startups, and more people are going to have access to this type of high-risk opportunities.

Sergei Filippov, Managing Partner, Morphosis Capital Partners

Grab’s listing, no doubt, prepares the stage for more Southeast Asian companies — such as gojek, Bukalapak, Tokopedia and Traveloka — to go public through SPACs. However, this won’t have effect on SEA’s startup ecosystem, as behemoths like Grab and gojek are no longer startups, technically speaking.

Grab is considered to be past-Series H stage with outstanding US$10.1 billion already raised to date. There’s basically no room for it to raise next round, other than launching an IPO — which was considered a possibility by CEO Anthony Tan in November 2019, if and when Grab’s entire business would be profitable.

However, the profitability part never happened. According to documents filed to the SEC by Altimeter Growth on April 13, we can see that Grab posted net loss of US$2 billion+ for three consecutive years through 2020. Net loss in 2020 alone was US$2.7 billion, while net revenue was US$1.19 billion.

Grab forecasts that its EBITDA is going to be positive by US$500 million, while for 2020, it was negative at US$800 million. Presentation goes creative in convincing how EBITDA is positive, for example, for some of the businesses (i.e. in the mobility segment since Q4 2019).

Also Read: What does Peter Thiel-backed Bridgetown’s IPO mean for SEA’s startup ecosystem?

Grab’s valuation before the SPAC deal was around US$15 billion, but with the SPAC and IPO deals, it is now valued almost US$40 billion. The market signal, I think, is that even with negative EBITDA and past-Series F and H stages, a company can still go for an IPO and remain highly attractive for investors — which I think is giving a controversial message to young startups.

In contrast, for investors, it means there’s still a possibility for a good exit even at the latest stage. SPACs, despite the criticism they receive, serve as a good solution for late-stage companies that are hungry for more investments.

Michael Lints, Partner, Golden Gate Ventures

The Grab listing is positive for the startup ecosystem. It will expose the ecosystem to more international institutional investors. Also the listing will be a good exit for early investors and employees who subsequently might re-invest that capital in startups.

The rise of SPACs have changed how the market views them. Well-known institutional investors have been backers of several large SPACs. A few years ago, SPACs might have had a questionable reputation but I don’t think that is the case now.

Sanjay Zimmermann, Principal, White Star Capital

Prior to 2020, SPACs were not as common and not always used in the best settings, hence some of the criticism But the main criticism today is that there may be too many SPACs in the market, leading to some SPAC sponsors overbidding or not making the best investments in an effort to close a transaction before the end of their investment period which tends to be 24 months.

Also Read: Catcha joins SPAC bandwagon, files for a US$250M IPO in US

There are great SPAC managers and less experienced ones and they should ultimately be evaluated on a case by case basis, but can’t be characterised as a category as a whole as being a good or bad investment.

Grab’s move appears to be a landmark transaction as the largest SPAC in the history of SPACs and the most valuable SEA company to be listed in the US which certainly sets an impressive precedent if completed successfully for other large exits to come.

Dave Ng, General Partner, Altara Ventures

SPAC is just one mechanism to go public and not all SPACs are equal. This is similar to the fact that not all IPOs are equal as well.  What matters more is always the underlying asset and business fundamentals in consideration, whether via a SPAC or typical IPO listing.

In Grab’s case, there are some serious backers, which include the likes of Fidelity, BlackRock, T. Rowe Price, Temasek, PNB, Mubadala, and Janus. These are top-tier investors that any company going public would love to have on its book.

Robson Lee, Partner at Gibson Dunn’s (Singapore)

Grab’s listing puts paid to the perception that the SPAC route to the stock market is a back-door capital market entry for companies that either lack fundamentals, have questionable prospects and/or shady management. There would always be the unavoidable black sheep in every market.

Grab’s listing structure and terms show that the management is focused in expanding its burgeoning footprints with the funds from the listing. The CEO has made it clear that Grab will be a force to be reckoned with in its core businesses, underscored by a respectable financial performance in 2020.

Photo by Rayson Tan on Unsplash

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Co-founders of Grab Philippines, Zalora join cloud kitchen startup Kraver’s Canteen’s US$1.5M seed round

Kraver's
Kraver’s Canteen, a Philippine cloud kitchen startup, has secured US$1.5 million in a seed round led by Foxmont Capital.

Angel investors participating in the round include Lance Gokongwei (Chairman of JG Summit, Robinsons, Cebu Pacific), Brian Cu (co-founder of Grab PH, gojek, Zalora), and Paulo Campos III (co-founder of Zalora).

The fresh funds will go towards expanding Kraver’s operations by building 100 kitchens across the Philippines and investing heavily in regional metropolis hubs like Cebu, Iloilo, and Davao.

It will also develop smart kitchen technology to support increased kitchen operations and upgrade its delivery infrastructure.

Launched in 2020 by Eric Dee, Victor Lim and Victor Mapua, Kraver’s cloud kitchen supports brands including Tiger Sugar, Yogost and Tonkatsu Maisen (Bench Group). The company shared it is looking to partner with Taco Bell, Pizza Hut and Dairy Queen in the coming months.

“As more customers begin to eat out more and office life resumes, we’ll likely see a shift in customer behaviour. It’s important to remember that cloud kitchens are not designed to replace the brick-and-mortar experience, they are designed more as an expansion tool for brands to take advantage of the growing pie created by delivery aggregators,” said Dee.

Also Read: How Loship gives its rivals a run for their money in Vietnam with a unique combination of food delivery and podcasting

“Ordering food online is a consumer behaviour that is here to stay, and as long as customers are ordering, the cloud kitchen ecosystem will continue to grow. Whether consumers notice this or not, more of the food they order to their home or office will be coming from cloud kitchens over time,” he added.

“The Philippines is at the precipice of a major digital evolution. A big part of that will be a change in the way that Filipinos consume food. Cloud kitchens will soon be part of the natural fabric of the F&B industry, and we believe Kraver’s is the right startup to lead the way in the Philippines,” said Franco Varona, Managing Partner at Foxmont Capital Partners.

In November last year, MadEats, a similar cloud kitchen startup headquartered in Manila,  received an undisclosed sum in pre-seed investment, led by Tinder co-founder Justin Mateen, with participation from Paymongo co-founder Luis Sia.

The on-demand food delivery of Southeast Asia is expected to grow 4x by 2025, from US$4 billion to US$8 billion, according to research from Dataspring.

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Image Credit: Kraver’s Canteen

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Need of the hour: How cloud-based call centres will equip startups in a post-pandemic world

cloud based call centre

Contact centres have been particularly vulnerable to COVID-19. Organisations of all sizes and from most industries were required to shift their on-premises call centre operations to work-from-home environments.

This was accompanied by unprecedented spikes in customer enquiries, creating extra pressure on contact centre operators. 

The experience of the contact centre sector during COVID-19 is instructive for startup founders looking to keep open lines of communication with their customers and stakeholders as they scale.

The same tools that allowed large contact centres to pivot and adapt during a global crisis can be employed by startup founders to build versatile and resilient customer communications platforms. 

People reach for the phone in a crisis

Some contact centres, like those for emergency services, mental health outreach or COVID-19 hotlines, are clearly essential services. But even for more commercially focused outfits, customer communication by phone is vital to maintain trust and loyalty. Our research has shown that customers seeking support and reassurance in a crisis prefer to pick up the phone.

Two in three customers preferred phone contact to other forms of communication during the COVID-19 crisis. Businesses with existing cloud-based contact centres and those that quickly adopted them have been able to meet this expectation by transitioning staff to work from home with minimal downtime.

This experience has led the contact centre industry as a whole to view cloud solutions as more adaptable and resilient, and we can expect to see a wholesale shift to this model in the medium term. 

Also Read: What Tokopedia does to ensure high quality customer relations management

While prioritising access to customer support via phone is important, it’s also critical to remember to provide customers with an omni-channel experience to enable them to engage with your brand via their platform of choice. Customers today expect to connect with brands using the same channels they use to communicate with friends, from SMS to Snapchat.

To build separate, siloed customer communications solutions to manage each of these channels is a mistake. It leads to a fragmented picture of customer behaviour or sentiments, which impedes your ability to respond to customers in a way that builds loyalty and trust.

Cloud-based solutions that allow customers to contact you over multiple channels are a better option and platforms that integrate customer data, habits and preferences from  They can be scaled to accommodate upticks in inbound customer inquiries during difficult periods, and can be expanded laterally to include new communications channels as they emerge. 

Regardless of whether they contact your business by phone, in-app chat, or via a social channel, your customers expect to connect to someone who can help them right away. Building a cloud-based contact solution can facilitate the kind of experience that customers expect 

Cloud contact solutions are also easily scalable to accommodate growth, allow for frequent iteration and testing, provide deep data and key business insights to make better decisions and they’re more reliable than legacy systems. 

Rapid changes will benefit organisations and customers in the long-term

The pandemic accelerated deployment of customer care strategies informed by conversational AI, designed to make more productive human agents and happier, longer-lasting customers.

When customers are reaching out, it’s because they need help that they can’t find on your website or app, such as tech support, or enquiry about an order that hasn’t arrived. At this point, customers are usually irate and expect an immediate response, keeping them stuck on hold will taint their experience and directly impact your business’s reputation. 

Twilio’s recent Customer Communications Report found that after a poor communication experience, 38 per cent of customers will switch to a competitor or cancel orders or services, 66 per cent will tell a friend about their experience, and 41 per cent will stop doing business with the company altogether.

Also Read: Twilio’s annual State of Customer Engagement report

While providing unsatisfactory service to customers is never intentional, the limitations of fragmented, on-premises contact centre systems can make it difficult to keep up with evolving customer expectations

With a cloud-based framework, however, you can create an experience that anticipates customers’ needs and provides unrivalled service. You can gather data about your customers from multiple sources and provide a tailored and personalised experience every time.

What does this mean for startups?

For early-stage companies like startups, customer loyalty is especially important. You do not have decades of brand-building to rely on, and negative experiences with one company can easily send a customer to a competitor. 

To survive and stay competitive, start-ups and smaller businesses should absorb the lessons from the experience of the contact centre sector through the COVID-19 crisis. 

Startups have a crucial advantage over more established operators when it comes to deploying future-proof cloud-based customer communications solutions. They are not encumbered by the sunk costs and legacy systems that make transition to such a system so difficult for larger, older organisations. 

Customisation, adding new channels, integration of new systems with your existing system, and budget are all necessary considerations when deciding to engage a cloud-based contact centre solution to manage customer communications. 

Customers of startups are early adopters who use more digital channels than most other consumers, but who also expect a 360-degree, always-on customer experience. Impress these customers by delivering a superior experience and you will win the loyalty of an influential market segment who will evangelise your product. Lose them, and they will move on to the next company.

The difference between these two scenarios will be how well you build, maintain and manage your customer communications architecture.

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