A tale of Business transformation
Change – the only constant in the world which is truly applicable in technology industry. As change and innovation never stop in this industry, it is also a necessity that businesses which deals in technology should keep pace with every development. The businesses – IT Partner ecosystem that enable different organizations with latest technology to be a fast mover in the competition also needs to adopt various technologies. Partners too have to transform and can’t simply be taking just these same old technologies to the market or have the traditional business model in place.
The modern day customer demands are way different than earlier. With time both customer needs and demands have changed. Now they demand services on their own terms. Partners need to upgrade themselves in terms of technology to meet the demands and at the same time they should also be smart enough to handle the issues faced by customers which keeps on coming anytime.
In this article we will find out how partners are undertaking digital transformation at their own organization to serve their customers better and also the importance of digitalization.
Digital Transformation – A must thing
Digital transformation is basically to hasten business activities, processes, competencies through adoption of technologies. With changing business scenarios partners need to evolve so that they can address customer demands.
“We need to evolve to address the changing business landscapes; Digital transformation can be defined as the acceleration of business activities, processes, competencies and models to fully leverage the changes and opportunities of digital technologies and their impact in a strategic and prioritized way,” feels Narinder Singh Manral, Founder & Managing Director, Enrich Data Services.
Digital transformation is an opportunity to strengthen internal business teams and enable leads to focus on business opportunities.
“It is very important since it has provided us an important opportunity for enabling internal business teams, such as Finance, HR and Sales, to move away from manual processes and automate key areas like payroll, Sales and Attendance to enable leads to focus on widening business opportunities,” views Nityanand Shetty, Founder & CEO, Essen Vision Software.
Sharing similar views Kanti Gosar, Director, Super Infomatics says, “Being in IT industries from last 20 Years, we have seen lot of changes happening. Change is mandatory, you need to be updated to be in this service industry. We are changing and evolving continuously. For us we have adapted the new technology and use it on daily basis. This has shown us results and improved our efficiency to great extent. The way we communicate internally, externally to our customers and vendors all have changed and improved the products and services we use. All this has improved only because as an organisation we have changed our mindset and started transforming ourselves. As this transformation has changed us and now it’s very important for our organisation to continue and evolve.”
Compusoft Advisors’ business transformation is influenced by various factors like technology innovation, customer behaviour and customer demand, and external environmental factors. The company, as a modern day IT partner has always adopted trending and future ready technologies which has added value to its client’s success.
“Compusoft’s strategies of Digital transformation or business transformations are influenced or we can say that driven by the factors like technology innovation, customer behaviour and customer demand, and external environmental factors.
As a new age IT Channel Partner, we have been always proactive in engaging with trending and future ready technologies and embracing them into our business strategy which would ultimately create a great impact in our client’s success.
We at Compusoft, are focused on employee productivity and customer’s growth for which we have implemented innovative, futuristic and ROI - heavy strategies to transform technology pattern and business outlook - to accelerate the digital agenda for our clients,” says Devesh Aggarwal, CEO, Compusoft Advisors.
Limesh Parekh, CEO, Enjay IT Solution feels, “Digital transformation is very important. Also, we feel that it is a continuous process. It becomes more critical since we all are into IT business. Our organizations have to be examples to our Clients.”
Digital Transformation Journey
Digital transformation is not an overnight phenomena. It takes time and perseverance to choose the right technology among many that will be beneficial for the organization. It is a nonstop process of adoptingtechnology to offer better service.
“We have started adopting digital transformation from last many years. First we went ahead with SAP B1 in 2012 and centralized whole finances and then slowly we added the CRM for sales and Services where we started receiving persons digitally. Then two years back we implemented HRMS solution (SaaS) base where we stopped giving any paper related to salary and everything available online and they can view or download at any time of their convenience. Also we have virtualized some of the branch or remote desktops so that the security of the data can be enhanced and they use the apps from anywhere and from any devices,” states Jiten Mehta, Director, Magnamious Systems.
Another old player in the industry, Limesh Parekh of Enjay IT Solution says, “In fact, we have been seriously working on digital transformation for the last 15 years. Recently we transformed how our customers interact with us. A lot of manual processes were involved in the same. Which we almost removed completely.”
Continuing on the same, Chetan Shah, CEO, Xpress Computers utters,“As a legacy IT system integrator, we have taken manmoth steps to transform our own self internally and externally in our bid to be part of the new digital age economy. We have embraced the cloud, re-learnt the new age system integration with cloud platforms and enabled our staff to meet the technological skillsets needed. We have adopted various cloud solutions such as Microsoft Azure, Office 365 and many other DR & security solutions.”
Ensonic Computech has made an ultimate use of digital platform in their organization to enhance quality and productivity. It has successfully used digital medium in a simple and cost effective way to reach customers with minimal manpower.
“Earlier we used to go and give Demo by physically going with products to our customers which was costly and time consuming .To overcome this we opened Experience centre – wherein our products are all showcased and put live through our virtual classroom centre.In case customer demo is to be given we can connect live and understand the requirements, address their concerns and show them the solution. In this way we could reach our customer in the most cost effective way and simple way.
After the above we started making solution and product videos and upload on Youtube and made the links available in social media.This way we further reduced time by first sending links to customer and once they go thru the videos the solution part being shown we could straight talk on commercials.
By effective usage of Digital platforms we could bring in more productivity and quality in our organization thus reaching to maximum with less manpower,” explains Minal Bhagat, Co-founder, Ensonic Computech.
Recollecting the digital transformation journey, Muneer Ahamed, Managing Director, DigitalTrack Solutions says, “We have started our digital transformation journey with a CRM to achieve customer lifecycle management. With respect to technology we adopted cloud, we are also exploring possibilities for AI.”
An early adopter of Cloud technology, Shivaami Cloud Services has fortified its position in the market with the technology. With cloud, the company has enhanced its cloud security, collaboration and communication in the organization.
“The latest technology that Shivaami has adopted is the Cloud Business Solution, Shivaami is the early adopter of cloud technology in the market. By adopting the cloud technology we have strengthened cloud security, increased collaboration and communication in our organization,” highlights Punit Thakkar, Director & CEO, Shivaami Cloud Services.
Talking about the adoption of latest technologies, Vijayakumar V, Chief Operating Officer, Symmetrix Computer Systems mentions, “Though our service ticketing process are well set and being practiced since over 10 years, it was not automated / data was not captured on a real-time basis. We initially started collecting the data in offline mode and identified few important points where the process needs to be fine-tuned. This include generating service tickets, assign, monitor the status of each ticket, initiate necessary action wherever required and report. We tested few service ticket software solutions and narrowed down on Hubbler. This is a Mobile app and cloud based solution, where our service ticketing process is managed, apart from employee attendance and leave management, tracking the resources on field, automation of conveyance claims with validation, building of Knowledge base where the technical solutions are shared for faster resolution of tickets and real-time reporting.”
Though the Partner ecosystem has armed themselves with latest technologies to satisfy customer requirements but there has always been a key differentiating factor that makes them stand out of the crowd. The solutions that they offer are the biggest differentiator in this competitive market.
“To keep Pace with toady’s customer is not that easy, especially the way their preference to connect with companies is constantly changing. Companies are struggling to adapt to this new reality. So, to answer this we have created our own IP solution named ProcMATE which is a Customer Centric Digital Transformation Platform for the new age Cognitive Enterprises. It helps to trigger business process across different customer touchpoint’s.
ProcMATE – Artificial Intelligence based Omni Channel Process Automation Platform
ProcMATE is a next generation business process automation platform with a prime focus on real time process analytics, cognitive conversational capabilities and self-learning workflows. It utilizes proprietary Machine Learning (ML), Natural Language Processing (NLP) algorithms and cutting-edge cognitive technologies to inject automated intelligence into operational BPM software,” explains Devesh Aggarwal of Compusoft Advisors.
For Enjay IT Solution customer service is the core of the organization. It always try to make a difference whenever its customers interacts with the company.
“It’s said that the next revolution is in Customer service. We value that and try to build that into core of our organization. Right from inquiry to after-sales service, we make sure that every time one interacts with Enjay, one should feel the difference. That is a remarkable key differentiator for Enjay,” says Limesh Parekh of Enjay IT Solution.
Virtual classroom and video conferencing solutions are the differentiating factors for Ensonic Computech.
“Our Virtual classroom- Broadcasting of lectures/teaching being done with lowest bandwidth and largest reachability to the remote location and recording the lectures of teachers (especially when good teachers are scarce). The broadcasting can be done through classroom, youtube, website, tablets and even through mobile phone. This has made the best of teachers being available to every child even till the village.
Our Video conference – Though a known word for corporates, conference technology with low bandwidth and available in software is making it unique proposition as it becomes cheap thus making video conference now word for ‘ALL’ rather than only corporate,” explains Minal Bhagat of Ensonic Computech.
For more than two decade, Essen Vision believes in its vision to be a company that focuses on skills and strengths. It never deviated from its core of being the best security company with best skills in it and completing projects in complex and large environment.
“To stand out from the crowd requires you to stand up and stand for what you believe in” - Gift Gugu Mona. That’s what we have done over the past 25 years we have believed in our vision of being a company focussed on our skills and strengths, never digressing from our core of being the best security company in the country having the best skills in any security technology in the country, having completed projects in some of the most complex and large environments and across the world,” highlights Nityanand Shetty of Essen Vision.
“We have adopted and practiced the latest tech with our OEM partners in always ahead of the others and we started focussing on customers and started penetrating deep into the account with various solutions on Security/Infra or networking ahead of time and this has helped us sustain in this crowded market place,” says Jiten Mehta of Magnamious System.
Highlighting its strengths Punit Thakkar of Shivaami Cloud Services says, “We are a purpose driven company, top and premier partner of Google Cloud in India. We have acquired 'Specialization in Work Transformation' and Expertise in BFSI, SMB etc. We have 240+ Google Cloud Certification completed by our professional in our organisation.
We make sure that our team is updated with the latest changes in technology. We are a customer centric company and Customer satisfaction is our topmost priority.”
Before offering a product Super Informatics always undertakes a dry run internally as it is well aware of its customer base.
“We just don’t sell products, we provide service first and then sell the products which are needed by the customer. At Super Infomatics we first try and test product internally as we know our customer base and also where the world is moving. There are many products which are evolving day in and out but we narrow down to some product and service which we try & test first and then take in to customer. Once we know that this product has huge potential and my customer base needs this then we train our engineer first and then go to market, so that we don’t have to call vendor every time for support. So the key differentiation is Product Knowledge & trained engineers and the motto of service first and then selling,” says Kanti Gosar, Director, Super Infomatics.
Vijayakumar V of Symmetrix Computer Systems feels offering flexible solutions in a cost effective way is the distinctive feature of the company. He mentions, “We manage the manpower resources efficiently for effective service delivery to the customers. With this we can offer flexible solutions to the customers in cost effective way. I would say this is the key differentiation factor for us to be competitive. Also, we select our vendors who offer scalable solutions and 'pay-for-the-usage', which help us.”
Last but not the least, Chetan Shah of Xpress Computers highlights the company’s distinguishing factor and says, “Modern IT solutions with hybrid models, cloud migration and hand holding for customer transition. We don’t just sell licenses.”
Looking at the present scenario and the digital wave spread across the country it has become a mandate for a business to undergo digital transformation. It helps organizations to keep pace with time, technology and enable the business to fulfil customer requirements. It is the need of the hour.
The Game changing Technology
Devesh Aggarwal, CEO, Compusoft Advisors
“Over the last few years, as the number of customers to whom we offered support services increased, our management team decided to invest D365 Sales and Service module. This enabled our Support services teams in automating our Standard Operating Procedures with the use of tools like Business process flow in the system. Thus enabling compliance with our procedures and SLAs and also tracking exceptions and escalations. D365 provides real-time information on support tickets thus enabling real-time tracking and notifications to customers as well.
With D365, we were able to scale up our support team and also provide real-time information to all stakeholders including customers and our management team. This has led us to confidence in our team as all information is available at their fingertips and they are at all times enabled to address queries from stakeholders.
On the other hand, customers are notified from time to time on the progress of the ticket through auto-mailers thus leading to customer satisfaction as well. This has been our single-most important driving force towards this technology adoption.”
Nityanand Shetty, Founder & CEO, Essen Vision Software
“Our CRM has been a major milestone completed to provide the team with the complete and correct data to ensure customers are provided information on their renewals, open and closed tickets, price analysis and comparative statements in different accounts for similar solutions skus and requirements provides us with multiple analysis to primitively plan campaigns for customers, gives an insight to improve and optimise our support and delivery functions as we have a granular insight on our support tickets . It has been integrated with our accounts function to provide detailed insight on our achievements and shortfalls on a daily basis as well as out pending payment receivables realtime.”
Kanti Gosar, Director, Super Infomatics
“Having a Cloud based CRM system. We started with Sales Module, going forwarded we also implemented marketing module and now the service module in getting implemented. We are using full-fledged Sales & Marketing tool which has improved our efficiency in giving better services to our customer. This tool has improved our way of communication with the customer to great extent.”
Muneer Ahamed, Managing Director, DigitalTrack Solutions
“CRM adoption is helping us to have better engagement with customer which in turn result in better customer experience.”
Limesh Parekh, CEO, Enjay IT Solution
“We have to do lots of online meetings to be done with our Clients. There are two challenges to the same (a) the first one is scheduling the meetings (b) conducting meetings.
Scheduling meetings takes lots of time and effort to get arranged. We subscribed to Calendly to make that process smooth and seamless. Further, we switched over to Zoom meetings, which are integrated with Calendly.
Above all, we integrated Calendly with our CRM, So now the entire process of Scheduling, online meeting and CRM everything is integrated.”
Narinder Singh Manral, Founder & Managing Director, Enrich Data Services
“We have taken online training and gear up our technical strength over these technologies vendors, we have adtoped Zscaler into cloud security and Barracuda solutions.”
Minal Bhagat, Co-founder, Ensonic Computech
“We have created an EKIN Experience centre wherein through the Broadband or any other connectivity we are giving online demos. Our virtual classroom set up comprising of PTZ camera and Microphone with Digital podium and Digital teaching device set up through easily available software like zoom, skype etc. and taking live discussion has enabled us to not only reach the customer immediately and giving all answers to their queries.”
Punit Thakkar, Director & CEO, Shivaami Cloud Services
“Shivaami has adopted SaaS Cloud with Zoho One system on the cloud Shivaami has streamlined all its process of acquiring and servicing to our clients. Hence we are able to provide 97% client satisfaction. We provide 24/7 support to our customer, as customer satisfaction is our top most priority.”
Vijayakumar V, Chief Operating Officer, Symmetrix Computer Systems
“Mobile app with cloud technology that we adopted, is giving good transparency to our customers to get an update on the service tickets related to the respective customers. Also, for our internal resources this helps us respond to the escalations that arise. With lesser effort and resources we could share the periodical report to the customers on our service delivery performance. Hence, we are able to save cost on resources, improved efficiency in service delivery & being competitive in the industry.”
Jiten Mehta, Director, Magnamious Systems
"SAP B1 CRM deployment for services which has helped in reviewing customer regularly and can reduce lot of repetitive problems."
Chetan Shah, CEO, Xpress Computers
Microsoft Teams has enabled Xpress Computes to offer better service to customers.