KrispCall grows by 3,000% with Twilio-based global communications platform
Time to read: 5 minutes
Challenge
An independent software vendor wanted to make enterprise-grade telephony available to more businesses by building a modern, affordable platform from scratch in a highly competitive global market.
Solution
Using a suite of Twilio products, KrispCall rapidly built and scaled its cloud telecommunications platform to support more than 5,000 businesses across 154 countries.
Launched in 2021, KrispCall emerged from a desire to democratize access to enterprise-grade telephony capabilities. The Minimum Viable Product (MVP) was introduced in 2021, allowing for early testing and feedback, while the fully developed product went live in 2022. Founders Dinesh Silwal and Dr. Rajendra Dangol are fully committed to providing excellent, reliable service to their clients.
Silwal and Dangol understood the communications challenges faced by startups, small businesses, and distributed teams. “As entrepreneurs ourselves, we have experienced the pain points of traditional telephony systems,” said Dangol, KrispCall’s CEO. “We couldn’t find an affordable, flexible phone solution that met all of our needs.”
As independent software vendors (ISVs), Silwal and Dangol saw a market opportunity: to build a modern, cloud-based platform offering businesses an affordable, easy-to-use, feature-rich telephony system.
Silwal and Dangol turned to Twilio for the tools needed to develop their platform. The partnership with Twilio enabled the KrispCall team to launch and scale the solution. After just three years, KrispCall now has 150 employees supporting more than 5,000 businesses across 154 countries.
“As entrepreneurs ourselves, we have experienced the pain points of traditional telephony systems.”
Standing out from the competition with a modern, flexible platform
“When we started, we understood we would be operating in a highly competitive market, coming up against organizations ranging from large telecommunications companies to smaller VoIP (voice-over-internet protocol) providers,” said Silwal, the company’s chairman. “We wanted to differentiate KrispCall by building a phone system from the ground up that addressed the needs of modern business teams.”
Silwal and Dangol realized early that choosing a technology partner would be critical to KrispCall’s success. They wanted their platform to offer features tailored to how people work today—particularly in remote and distributed environments—without the high costs and complexity associated with traditional enterprise-grade telephony systems.
With this goal and global expansion ambition in mind, their list of requirements was extensive. “We conducted our due diligence and carefully considered several vendors,” said Dangol.
“We wanted to differentiate KrispCall by building a phone system from the ground up that addressed the needs of today’s business teams.”
Selecting the right development partner
Ultimately, KrispCall selected Twilio due to its robust set of application programming interfaces (APIs) and five key credentials.
Reliability: Twilio’s stable and scalable APIs, and track record of zero downtime, were vital for the company’s growth plans.
Feature set: Twilio offered a comprehensive set of business-grade capabilities, along with clear API documentation to allow KrispCall to implement its plans quickly.
Security and compliance: The founders were particularly impressed by Twilio’s security track record and expertise in telecommunications compliance.
Global reach: Twilio’s ability to provide phone numbers in a wide range of countries was vital for the founder’s international expansion goals.
Scalability: “As a rapidly growing startup, we needed a solution like Twilio’s that could scale with us,” said Dangol.
The partnership with Twilio exceeded the founders’ expectations. It enabled KrispCall to quickly achieve its goal of building a modern, cloud-based platform offering simple, flexible ways for businesses to set up and manage their telephony needs.
Building a feature-rich communications platform
KrispCall has continued to evolve since its launch, leveraging a suite of Twilio products to offer a comprehensive range of features supporting modern business communications and contact center operations.
For example, KrispCall uses:
Twilio Voice to provide high-quality voice calls, along with more advanced features such as a power dialer, multi-level interactive voice response (IVR), and voice recording
Phone Numbers to offer customers local, mobile, and toll-free numbers in multiple countries
Messaging to deliver reliable SMS communications and bulk messaging campaigns
SIP Trunking to offer rich communications services for customers who prefer to use session initiation protocol (SIP) devices and softphones
SendGrid for robust email communications, enabling customers to reliably deliver transactional and bulk email marketing campaigns
Conference Voice to allow customers to conduct virtual meetings with advanced multi-party calling capabilities, such as the ability to manage, transfer, and coach participants in real time.
“Putting customers first has been our winning strategy since day one,” said Dangol. “Our partnership with Twilio has been instrumental in providing market-leading solutions that enable us to offer seamless connectivity and meaningful conversations globally.”
Improving customer experiences while rapidly expanding
Twilio has played a big part in helping KrispCall execute its customer-centric strategy. “Twilio’s around-the-clock support, proactive account executives, and dedicated technical staff have efficiently solved even the most complex issues, allowing us to provide responsive, 24/7 support to our customers,” said Dangol.
In addition, Twilio Voice Insights enables KrispCall to debug call issues quickly, helping the company enhance and scale its technical support. Advanced analytics also allows customers to monitor call performance and optimize their business communications.
“Twilio’s reliable and scalable infrastructure has also supported our rapid growth, allowing us to maintain high service quality even as we expanded globally,” Silwal added.
As KrispCall expanded into new countries, Twilio’s expertise helped the company navigate complex telecom regulations, particularly when working with customers in highly regulated sectors like finance and healthcare.
Twilio’s developer-friendly environment allowed KrispCall to rapidly deploy new features and improve customer experiences. For example, the company’s Unified CallBox brings together calls, SMS messages and voicemails in a centralized interface.
The KrispCall team was able to build more than 10 integrations in just 45 days. The platform now integrates with more than 50 popular customer relationship management (CRM) systems and other applications.
“Twilio’s reliable and scalable infrastructure has also supported our rapid growth, allowing us to maintain high service quality even as we expanded globally.”
Going global and growing by 3,000 percent
“Twilio’s tools and help have been fundamental in establishing KrispCall as a leading innovator in cloud communications, enabling our continued growth and success,” said Silwal.
As a result, KrispCall was able to scale and achieve almost 3,000 percent revenue growth in three years. The company’s customer support team now handles 6,000 customer support conversations per month, with an average response time of less than one minute. Its website has seen a 222 percent increase in visitors in a year.
These results reflect feedback from KrispCall’s customers. “We had one call center operator contact us, unhappy with their current provider,” said Dangol. “So, they switched to KrispCall and, after a month, reported that their call quality had improved by 25 percent and call drops had decreased by 30 percent. Their sales conversions jumped by 20 percent, while also making a significant cost saving.”
With customer experiences like this, KrispCall has achieved a Trustpilot user rating of 4.1 and a G2 rating of 4.5. The company also won G2 High Performer Badges in the Outbound Call Tracking, Inbound Call Tracking, VoIP, and Call Center Infrastructure categories.
“Twilio’s tools and help have been fundamental in establishing KrispCall as a leading innovator in the cloud communications space, enabling our continued growth and success, said Silwal.
What KrispCall’s customers are saying:
- “With KrispCall, we’ve unlocked a world of possibilities … From crystal-clear calls to lightning-fast texts, their platform has become an indispensable asset in our daily operations.” Joshua Chioma, Managing Director, HzInfrastructure LLC
- “As a professional in the media and entertainment industry, KrispCall has revolutionized my international communication. The ability to instantly purchase phone numbers allowed me to effortlessly connect with global clients and collaborators. Its clear, reliable connection and user-friendly interface saved me valuable time, enhancing my efficiency.” Paul Murphy, Media Specialist
- “KrispCall has helped me in my outsourcing business to a huge extent. I can easily attend incoming phone/video calls from Mumbai, India, and make outgoing calls to my clients situated in Sydney, Australia.” Vidhi Ashik Mody, Founder, Pinnacle Advisors
- “KrispCall has been a great tool for my business. It’s become easy for our team to talk with each other and share contacts. We integrated our Slack account with KrispCall, so calling our clients has been easier.” Robert Smith, Business Development, Tech and E-commerce
Building for the future with AI and 100+ integrations
With continued strong growth ambitions, the KrispCall founders plan to take advantage of Twilio’s continuous innovation in areas like artificial intelligence (AI) and advanced analytics.
The company is set to introduce a host of new features and improvements with the imminent release of version 3 of its platform, including time-saving user interface enhancements. The new version will also integrate with over 100 CRM systems, providing customers unprecedented flexibility in managing their communications within existing workflows.
“Twilio will continue to play a crucial role in our growth plans as we look to integrate more advanced features into our platform,” said Silwal. “We see Twilio as a key partner in our journey towards incorporating AI, voice intelligence, and transcription services into our offerings.”
“We see Twilio as a key partner in our journey towards incorporating AI, voice intelligence, and transcription services into our offerings.”
