The Solution Partners of Indian ICT industry has realised it well that digital transformation is the only way to stay competitive and relevant in the industry. They have also realised that adoption of new technologies in their own business will help them to better cater to the needs of their customers.
Digital transformation is not restricted to only adoption of innovative technology. It also includes development and evolution of employees too as they are instrumental in driving the success for an organization. So along with adoption of latest technologies to serve customers in a better way it is also important to upskill and reskill the employees.
In this edition we are bringing to our readers how solution partners are enabling their organization with digital transformation and the latest technologies they have adopted in this journey.
Yogesh V Jain
Director, KPlusInfotech
“Our company is trying to penetrate into the SMB business which is a high churning segment. It is important for the company to have an automated process to activate and engage with the SMB customers. Hence a process automation or digital transformation is important.
We have mapped the fragmented operating units that are directly or indirectly responsible for customer acquisition. Post a detailed analysis on the dependency and their positional sequence in the on boarding ecosystem we tried to add automation into the on boarding cycle.
The latest technology we have adopted is the Online Service Agreement which has been implemented by Leegality, it helps the customers to sign an online agreement using Aadhar card (NSDL source). We are also implementing AI based Document Management System to expedite the qualification/verification process of the customers.
Majorly, the industry is divided into two set of players, self-funded and funded ones. We are one of the few self-funded and profitable players in the market who has not out sourced the process of payment services to a third party vendor. Our core strength lies in strong after sales service and operations. Majorly serving BFSI, NBFC and government customers.”
N K Mehta
Founder, Managing Director & CEO, Secure Network Solutions
“Digital Transformation is essential for any organization, more importantly to Cyber Security System Integration companies such as Secure Network Solutions (SNS). Design, implementation and support of niche Cyber Security Solutions across industry verticals mean strong foundation required for the organization itself that promotes and participates in this digital journey.
SNS has over the years pioneered in adopting digital platforms for various core business functions. Our HRMS portal is on Cloud accessible to employees across 10 locations in the country. Our Customer Relation Management (CRM) application is on Cloud and integrated to Mobile. Our ERP is on Cloud as well. We have a minimal on-prem footprint. All these digital platforms have tighter integration, automatic reporting, analytics and dashboard to offer an integrated view. Our team collaboration is on Cisco WebEx Teams & WebEx Meetings and office productivity on Microsoft O365. 90% of our core business functions are paper-less.
Our CRM help desk module is utilized by our Presales, Implementation and Support teams. We are planning to open-up this to our customers later this year. This direct service and help desk system will allow our customers to log tickets, manage priorities and generate reports on our Service Level Agreements (SLA). We are working on Chat bot integration with our website that can retrieve contract details, ticket status and assigned engineer details. As Security incidents are critical, we are not replacing the human element completely, not yet.
Our core business is Cyber Security System Integration. Typical cycle is consult, design, sell, deploy and support. Simplifying it: Sell & Support. ‘Sell’ can happen only when ‘Support’ is outstanding. Modern customer infrastructure requires advance tools to deliver high quality customer service. Analytics to get deeper insights into customer tickets, issues, response time, and resolution time play an important role. We have highest customer retention rate. This is achieved through top quality services. Delivering Great Customer Experiences is the key differentiator of SNS.”
Prateek Garg
Founder & CEO, Progressive Infotech
“We believe that a strategy to digitally transform our own organization is the first step towards helping other businesses to do the same. Digital transformation is not just limited to a business; it also involves transforming your employees. Employees are the backbone of any organization; they are the ones who participate and contribute to bringing out positive results. We emphasize on providing a unified work culture to our employees, we welcome and entertain their feedbacks, ideas, and suggestions. We encourage a digital workplace using collaboration tools, such as Microsoft Teams, to help enhance the productivity of our internal as well as remote employees.
Every aspect of our business involves the adoption of new technologies, including the use of computing devices and automation for tedious, routine tasks. Today, technology helps in creating and managing content, too; SharePoint Content Type helps in doing so in a centralized and reusable way where every document and information is managed categorically.
Our employees have been communicating and collaborating in a digital workplace through a widely used and unified communication platform, Microsoft Teams. We have experienced an incredibly productive workforce with the implementation of such technologies. We can only provide the best tools and services to our customers if we have ourselves tested and implemented those PoCs for our business.
Today, we provide cloud solutions for business transformation from the most reputed vendors, namely AWS and Azure; centralized ERP solutions from SAP to manage business processes better; cloud backup solutions from Asigra for business continuity; Microsoft Teams for a collaborative workplace experience; and RPA tools to automate repetitive core business functions.
We enjoy the trust of over 200+ active global clients. Our alliance and partnership with the technology leaders is something that makes us stand out from the crowd.”
Sanjay Patodia
CEO & Director, Galaxy Office Automation
“Digital Transformation is very important not only for high growth organisations like Galaxy Office Automation but for any organisation looking to survive in the marketplace. Almost all functions in a large number of industries are close to 100% digital. Right from recruiting, purchasing, selling, accounting, compliances etc. are all happening on digital platforms. In fact, “Go Digital or Perish” is a warning that all organisations should seriously heed.
Galaxy is at the forefront of adapting new technologies in-house. It is this experience that helps us take these technologies to our customers. Over the past couple of years, we have adopted Robotic Process Automation based tools and Enterprise Content Management to automate a lot of our internal processes. Employee self-service portals and an HR information app help our employees with all required information at their fingertips all the time. We are also in the process of deploying artificial intelligence (AI) based tools to help our employees become more efficient in their activities.
By implementing Robotic Process Automation tools we are able to reduce the O2I (Order to Invoice) times considerably thereby increasing customer satisfaction.
Galaxy Office Automation is always at the forefront in implementing new technologies in India. We had one of the first large scale enterprise mobility management implementations in India. Similarly, we were the first ones to implement a software defined WAN solution. We have also designed and implemented a large number of complex storage and data centre solutions. Our technical expertise and experience stands out as the key differentiation factor for us in the marketplace.”
V K Bhandari
Chairman & Managing Director, Supertron Electronics
“Digital Transformation provides a valuable opportunity for core of business functions and it is an important aspect for organized growth for any organisation. It is an ongoing process and investment for Supertron. The company is continuously investing on technology adaptation as on organisation. Business today increasingly demands more agile hybrid IT services and agile networking capability for getting the user experience right which is a critical part of business transformation. This goes beyond just the usability of applications for employees or external customers, and includes the experience of working with the available IT tools. Year 2020 is very critical for us from all aspect and we are putting efforts to ensure digital transformation is business process, employee effectiveness and data security. Cloud migration is one of the key action plan to achieve new level of Security, agility and efficiency, which we are working on it.
We have use AI tool Kockpit on top of our ERP for various analysis and also integrated Eway and GST tool to reduce human intervention and digitalisation of records. We are in process of developing a CRM module a customised and integrated with ERP package which will enable our customers to have online real time placement of sales orders; AR position; credit limit request and enhancement; billing cycle etc.
In future we are going to integrate e-invoicing, e-way and GST with ERP to automate the process. Further we are also focusing on digital banking by tying with fintech companies.”
Renu Chawla
Director, Adweb Technologies
“Being in IT security, digital transformation features every day on our to-do list. We constantly look at all our processes and analyse how we can improve accuracy, scalability and customer satisfaction, using technology with the least manual intervention.
We have geared up for these processes by inculcating within the workforce the desire to increase efficiency with digital tools. Yes, Adweb Technologies started on this road about five years ago. We embrace the internet for sales, support, billing and offer end user/customer self-service. We have exploited, digital marketing, cloud based e-commerce, web and mobile chat and SAAS based ERP, financial accounting and accounts receivable processes.
Zoho Books API integration with our e-commerce platforms www.https.in, www.ssl.support, www.pdfautosigner.com along with Accounts receivable SAAS software from timepay.co.in.
The ability to offer customer satisfaction and increase employee productivity and revenue generation are the differentiating factors of the company.”
Arjun Mittal
Director, TechjockeyInfotech
“Digital transformation is a broader term, which encompasses the ways in which modern-day businesses are delivering values to their customers and employees. While helping our clients choose the path of digital transformation, Techjockey.com has also come a long way. The major agent for digital transformation at Techjockey.com has been our approach towards information management and analytics. Some of the major changes have been in terms of the use of digital channels for interacting with external partners and analysing their search behaviour on the website. At the same time, there has been significant updates in terms of web technologies and mobile app functionalities.
We have adopted the design thinking approach to empathise with the target users and understand their challenges. This has helped us deliver top-notch IT solutions to business and retail customers and devise innovative strategies to improve the success rate of digital transformation among SMBs. Web analytics technologies and the big data architecture are further used by our sales experts to identify problems of businesses in non-conventional ways and deliver apt solutions for process optimization.
The live chat technology on our website helps us achieve personalization in all our conversations with visitors. We have devised tailored messages and automated replies as per the visitors’ personal preferences and real-time behaviour. As a result, there has been a significant improvement in our response rates, order values and customer experiences.
We aim to create the best experience for our customers from the first step of their product search on the website to evaluation, checkout, payment and the final delivery. Our expert team focuses on skills and IT services that can deliver better results to our business and retail customers. We are continuously driven towards improving our customer facing processes and helping SMBs create a roadmap for their technology related investments.
We have built our reputation as an expert in the field of IT solutions over the last four years and provide many information products that truly guide our customers towards selecting the right products from 15K plus software on the website. Through blog posts, tutorial videos, online product demonstrations and other means, we are continuously working towards simplifying IT buying processes.”
Vibhore Shrivastava
Managing Director, VIBS Infosol
"As an Organisation, we are strongly focused to be a proper Digital consultant to our esteemed customers. We also know that whenever we talk about strong features of any product or specialized services to the customers, it has to be properly tested and managed by our team to satisfy the customer with our skill set.
Today, every customer demands a quick response to their queries (opportunity) and support tickets. They work on strong mechanisms & protocols to evaluate a partner or company to align with, for their multiple requirements. If they found that our company is responding to them fast and properly with all possible solutions, they would definitely consider us above competition and help us with more opportunities. This could be a great reason for us to grow.
We have strongly measured our gaps and realised that if we would not promptly act, it would directly create major challenges for our team. We have deployed technologies like CRM, Integrated Ticketing Monitoring System, Integrated Accounting Software, Strong HR advance policy based monitoring software and many more through a complete ERP package. We have also worked on Digital Marketing Strategies and SEO for our market visibility. We worked on a common platform for Audio / video conference and collaboration tools for employee productivity and customer support / presentations. We also have a strong Backup policy for our confidential and important data including quotes, ERP logs and PST, etc. We have a centralised NAS and cloud backup solution to ensure data security and optimisation.
Honestly, the most effective technology is ERP and collaboration tool for us. With the help of ERP process dashboard, we got clear visibility and help to monitor our current position in respect to Employee current productivity, strong qualified sales funnel, Lead management, Support process and customer ticket response time, Automated HR process, Real time stock maintenance and Employee time management and approach, etc. There are many more reports and features to evaluate and focus, which helped us strongly on major concern areas.
Collaboration tool helped us to communicate well with our customers and employees. Training, presentations, support and review calls are few of the major concerned areas we addressed. Having dashboard visibility and discussing the same through Online Communication tools helped us to have a clear bird eye view of the organisation growth plans vis-à-vis current Organisation status."
Kunal Katkoria
Associate Director, Unified Data-Tech Solutions
"Digital transformation is no longer an option but the default mandate in today’s time for doing the business.
Being a technology organization we were already using many tools but with current situation of 30+ days lockdown due to COVID-19, has pushed us to completely transform ourselves for performing business digitally at all levels. The most recent technology that we started to use excessively is online video conferencing tools for SALES, SUPPORT. And online connectivity tools to access sensitive organization’s data for Back operations and Finance.
It is not one but two, without which it would be impossible to service our customer. One is online video conferencing tool for SALES and SUPPORT which has truly helped us to reach our clients. Second is Digital signature and Digital invoicing/deliveries. This is the critical piece of business today and without which business cannot function.
Our organization has a unique offering on how we connect and perform business with our clients. We believe in one key personalization of interaction to our clients for every step in IT life-cycle. Hence we developed a unique knowledge to manage our clients from every field of interaction like - Presales (Technology discussion, solution offering), Sales, Delivery, Invoicing, Taxation, Implementation and Operational. This is the key differentiation factor which has helped us to increase client confidence and trust."
