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The goal: For his firm to be like Oracle, Microsoft, SAP or Apple brands that survive technology changes by being part of the next trend.
More importantly to be unlike Nokia, for instance, which didn't re-invent
and collapsed. Says Sharma, "Some brands are change leaders, some
are change followers, some are change laggards and some don't
change and die. I see Paytm continue to change and be relevant for a
long time." Prasoon Joshi, chairman, McCann World Group Asia Pacific
adds, "There's lot of transfer of energy of the founder (Vijay) into the
brand. Paytm was in a state of readiness and that passion reflected
when the opportunity came on November 8."
A high voltage campaign since demonetisation has ensured Paytm is
the brand with most mindshare among wallet companies. But it started
earlier with a four year Rs 203 crore BCCI title sponsorship deal till
2019 which made it a household name in a cricket crazy country.
Partnering with cab app Uber also helped strengthen the brand among
corporate travellers.
Anant Bhagwati, partner, Bain & Company says, "Any company that
reaches 10% of the population benefits from network effect. We expect
fixed them. System security is far more important for us than scale. We
are now prepared for New Year weekend peaks and beyond." Paytm
traced some of the flaws in its iOS app, used by less than 10% of its
users, which impacted the platform at large. A new bug-free app has
been released.
The problem at the retail end is mainly with small merchants: corner
cigarette shops, fruit vendors, kirana stores. Regulations don't allow
merchants to take out more than ` 20,000 per month, while they need
money to manage daily cash flows. Says one merchant in Bajrang
market, Greater Noida, "I sold `2 lakh worth of goods in one week. But I
can withdraw only Rs 20,000 a month. And that after standing hours in
long queues. It's impacted my business and now I don't accept Paytm."
Sharma says regulations put a withdrawal limit on merchants who
don't have VAT, TIN. For verified merchant accounts, there's no limit.
He is now 100% focused on the wallet, which incidentally is still loss
making, thanks to carrots like cash backs. Besides if he aims to take
Paytm to the same league as brands that survive tech changes like
Microsoft or Apple, "Vijay will have to move out of harvesting the wind
and innovate. Paytm should be careful not to get into a growth trap,"
cautions Bijoor. As of now, Paytm is riding high. Sharma says, "We will
make money once the payment bank starts in March. People have
started calling us like Xerox for photo copying or Google for search. We
want to ensure we don't lose that. What the brand means to merchants
and users is the key."
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