How Many Companies Need a Cloud PBX?

April 4, 2024 · 4 min to read

There is an opinion that a cloud PBX has a limited customer base, primarily consisting of contact centers, companies with automation tools, and large businesses. In reality, the target audience for this service is much broader, and this article aims to define its dimensions.

Which Business Segments Need a Cloud PBX?

The target market for the cloud PBX includes companies actively using telephony to communicate with consumers. In the SMB segment, approximately 50% of enterprises fall into this category. For instance, if a local operator has 6,000 corporate clients, effective call processing would benefit around 3,000.

Dealing with large enterprises is more complex. While every company with over 50 employees and a back office needs the cloud PBX, it is not advisable to limit the target audience to this segment for two main reasons:

Large enterprises are fewer in number compared to medium and small businesses. According to the World Bank, corporations comprise only 10% of the total companies worldwide.
Selling the service to large businesses is more challenging due to lengthy decision-making processes, resulting in a prolonged deal cycle.

Hierarchy of the Cloud PBX Demand

Let's categorize potential cloud PBX clients into groups based on their needs. First, we'll examine companies with a high demand for the service, followed by those for whom the cloud PBX is also necessary but to a lesser extent.

First Segment: Companies With a High Average Transaction Value

This segment includes businesses that risk losing significant revenue due to a missed call. Examples of such enterprises include:

Real estate agencies and developers. Landlords and sellers are keen to sell properties quickly.
Car dealerships. Besides attracting new buyers, existing customers call for warranty service, technical diagnostics, and spare parts.
Medical services. Dentistry and veterinary clinics often deal with patients seeking urgent appointments.
Travel agencies. Families paying for tickets and accommodation for 5–6 people generate high average transaction values.

These companies primarily need the cloud PBX. Properly conveying the service's value to them can result in enthusiastic purchases.

Second Segment: Ground-Floor Businesses

The second segment encompasses mass businesses that sell goods and services and communicate with customers via phone. These businesses are often located on the ground floors of residential complexes, including:

HoReCa. Reservations and room bookings that are made over the phone.
Beauty salons. Customers call to inquire about service costs and check available appointment slots.
Fitness centers and sports clubs. Employees often remind customers over the phone about membership renewals.
Furniture stores. Despite customers physically inspecting furniture, appointments for consultations are still necessary.
Educational centers. Parents find it convenient to discuss teacher qualifications, lesson costs, and book trial lessons over the phone.

The majority of small businesses fall into this segment. While they may receive a low volume of calls (usually 7 to 15 per day), each call is crucial, and effective handling positively impacts a company's operations.

Third Segment: Niche Entrepreneurship

The third segment includes all other companies that communicate with clients via phone but are not mass-market businesses. Examples include event agencies, legal bureaus, or photography studios, which can benefit from the cloud PBX to ensure no missed calls.

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Does Every Company Need the Cloud PBX?

The statement "Every business needs a cloud PBX" is too bold, as some enterprises can function without this service. Such businesses can be identified by primarily face-to-face or online communication with clients. Here are examples of such companies:

Fur salons. In this case, customers come to check the quality of a product, and there is no need to schedule a consultation in advance since there are usually no queues.
Online marketing agencies. Typically, digital specialists communicate with clients through messaging apps or connect via conference platforms.
Development studios. These companies sometimes provide employees with mobile communication alongside health insurance, but they primarily interact with clients online. Employees use phones mainly for personal purposes.

Despite this, many companies, up to 50% of the total, require the cloud PBX. The service remains a mass-market product, as the other half of businesses need call recording, access to call history and statistics, call forwarding, and additional features provided by the service.

Conclusion

As demonstrated, many companies require the cloud PBX, as the service enhances call processing efficiency. When choosing the right platform to launch the product, a telecommunications operator can expect high penetration into the subscriber base, good sales to new customers, and a substantial increase in revenue.

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Alexey Belyakov