BPO (The Most trusted BPO solution provider company in india by Business Connect

BUSINESS CONNECT

Title Code: DELENG19648

www.businessconnec ndia.in

2019

VOL-2 | Issue 1 | January 2019 | Rs. 100/-

The "Pole Star" of

BPO

SPOTLIGHT

SERVICES

Adarsh Kumar

RUPESH SANGHAVI

Founder & CEO

COO & MD

ERGODE IT SERVICES PVT. LTD.

Ergode to think, create and transform the world

www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

Vikas Jha Editor | Vikas@businessconnectindia.in

“The important thing about outsourcing or global sourcing is that it becomes a very powerful tool to leverage talent, improve productivity and reduce work cycles.” – Azim Premji The above statement by the Czar of India is more than enough to bear out the preponderance of Outsourcing industry. India has established itself as one among the most preferred choices by many conglomerates & MNCs in and outside India. The germination of a shake-up, post-LPG, by a new breed of TECHPRENEURS displayed India’s potential in the BPO industry and its sister concerns. The huge metamorphosis brought in by ITES (Information Technology Enabled Services) has simply changed the way we used to live. Not only have we upgraded our lifestyle but it has also made us fleet-footed. The expansion of private Telecommunication operators in India became a major reason for the revolutionary changes in industry. Most of the services became ITES-oriented and this became the basic necessity to run a company in the times to come. In such circumstances, dependability of Telecom operators on outsourcing companies grew at a brisk pace. This dynamic change in the market prepared a fertile ground for a whole lot of BPO companies in India. India is best suitable for MNCs owing to its talented and rich pool of English-speaking workforce. Taking this into consideration, India became the hotbed for varied companies. Taking this into account, we at Business Connect have come up with our most recent issue “The 10 Most Trusted BPO Solution Provider Companies in India”. The BPO industry has been instrumental in being one of the biggest job producing industries in India. Youngsters have reaped huge benefits and the exposure to work with top MNCs have skilled them with better communication and presentation skills. Moreover, the global environment adds value to their work experience. In the edition, we have featured companies that have witnessed a huge growth. On the Cover page, we have featured the NOIDA based iEnergizer. The Company is best known for its commitment towards client’s satisfaction. Apart from this, to add spice to your monotonous lifestyle, we have come up with many informative in-house articles that imbue the potential to change the way you have been living your life. We welcome your suggestions and will be more than happy to include those in our magazine. Till then, increase your entrepreneurial acumen and keep reading Business Connect. Enjoy the winter!!!!

www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

BUSINESS CONNECT Vol 2 |Issue 1|January 2018 Publisher & Editor : Abhishek Kumar Dubey

Editorial Team

Sugandh Bahl | Vikas Jha Dr. Amit Mishra | Lovely Sharma Yashasvi Khushu | Ujjawali Shrivastava | Akshay Kaul

Business Head Ashish kumar

Corporate Team

Shiva Anand | Sharmin Sarwar Satyam Singh | Sunny Pathak | Pradeep Pandey Harsh Pandey

Co-ordinate Corporate

Himani Parashar | Alika Lawrence

Data Research & Analysis

Satyam Tiwari| Shubham Mehra Vishal Singh | Himani Rathore

Finance Team

Gourav Singhal | Reshmi | Monika Aggarwal

Circulation Team

Sonia Tiwari |Anurag Tiwari

Creative Director Ashutosh Ojha

Creative Team

Rahul Kushwaha | Chandan Sharma Rajat Pathak |Sunny Sehrawat

Legal Affairs Mukesh Kumar

Human Resources (HR) Nivedita Basu

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Publisher & Editor : Abhishek Kumar Dubey Title Code: DELENG19648

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Most reliable BPO in the country 20 www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

Calling 24o7

Connecting you to your costomer Ranjit. P

Founder, CEO

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Medley of adept resources & global corparate experience

Karan Pal Singh Chauhan Co- founder

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Witness the emerging force in outsourcing

Faizan Kanth GM and Head of business

Spotlight Ergode

Ergode to think, Create and transform the world Rupesh sanghavi Founder & CEO, Ergode IT services 7

42 www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

TEAS WHICH HEALS • • • • •

Pu’erh Tea Herbal Tea Mate Tea Oolong Tea White Tea

• •

Green Tea Black Tea

TAKE A DIVE TO TOP 10 NATURAL HEALTH HEALERS

• • • • • •

Hot drinks Honey Ginger Licorice roots Trikatu Omega-3s

• • • •

Marshmallow roots Bromelain Oregano Chaparral

22 HOW TO KEEP CUSTOMERS HAPPY & GENERATE REPEAT CUSTOMERS • • • • • • • • • •

Call your clients regularly Create valuable content Become an authority in your field Reply to your emails promptly Be decisive Value your client’s point-of-view Add a personal touch Be realistic and do not over promise Identifying opportunities proactively Be clear and transparent

MAKE FAST BUCKS ALL ALONG YOUR VOYAGE

• • • • • • • •

Avail vigorous language Targeted to enthrall, not enthuse Show and tell Entail Dialouge PRIMEVAL PARAGRAPH SHOULD BE OUTSTANDING Excise your savoir- flair HAVE A CRYSTAL STORYLINE ASSENT SIGNPOST

USE OF 3RS • •

Re-Analyse Relationship Management

48 www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

2019 Vikas Jha | Business Connect

he arrival of 21st century gave many reasons to rejoice and to dream of a new world. At that point of time, most of us were still using boring Telephones. Internet was a distant thing then. Even having telephone connection was not a piece of cake. One was meant to undergo painstaking registration process before getting connected to their loved ones or acquaintances by means of that humdrum source of communication. For those who were unwilling to get trapped in the cumbersome process, they had an alternative in the form of hitherto not in trend â&#x20AC;&#x153;Cellphonesâ&#x20AC;?. But it was too expensive to think of. There were only few lucky people to afford Mobile phones. With the change in times, we were on a path to witness the futuristic changes. The driving force for that was the frequent advancement in Technology. Availing cellphones became much easier all thanks to the competitiveness in the IT across the globe. The first decade of the 21st century saw a dramatic change in the Mobile phones user base. The industry witnessed a mammoth change from only 6 million mobile users in the year 2001 to more than 1 billion users in the year 2017. With that, an ocean full of desires and aspirations surfaced on top of the usersâ&#x20AC;&#x2122; mind. As the number of customers kept on escalating, their demand for better services kept on increasing. In such circumstances, it became vital for telecom operators to outsource BPO services. As telecom industry became the prime medium of business for various industries, it was quintessential for them to ensure satisfactory services for their customers. This paved the way for many BPO companies to emerge on the Indian landscape of outsourcing. Among a multitude of such organizations, there was one company that had learnt the minuteness of outsourcing from the very beginning of the industry. It was none other than the NOIDA based iEnergizer itself. iEnergizer is a strategic Outsource partner to various Companies who are market leaders in their respective segments, across different verticals. Providing services across the entire customer service lifecycle, iEnergizer provides a complete bouquet of services for Clients looking to reduce cost, with best quality and enhanced operations, while continuing to focus on core competencies. iEnergizer strongly believes in and thrives to be in an environment that promotes proactive partner interaction and aligned perspectives on People (Who are involved), Process (How things get done), Technology (Ease of systems interface) and Measurement (Aligned benchmarks and goals). Alignment on these four critical points is the cornerstone to create the best opportunity for robust long-term partnerships.

www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

Adarsh Kumar

Chief Operating Officer and Managing Director

www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

“From our agents to our COO, we commit to create a dynamic, highly collaborative operating environment with our clients and its customers at the core of our existence”, says Adarsh Kumar, the seasoned MD of iEnergizer. The Company with a colossal expertise of over 17 years is working with a mission to create new standards for customer support using world class solutions, Human Resource and Technology. iEnergizer’s vision is to become one of the globally respected corporations; providing quality-centric business process outsourcing (BPO) services to fortune 1000 and other leading global and domestic companies. “We foresee to be acknowledged as a world leader that enables organizations to enhance business insight with innovative solutions for high performance”, says the MD of the Company.

iEnergizer’s approach towards business is guided by following principles: iEnergizer has a robust development policy and model that is based on Optimal, Efficient and Effective use of all resources to produce effective Business Solutions of desired quality and in the desired time schedule. The resources include Man, Machine, Method, Money, Technology and Time. Moreover, iEnergizer is receptive and responsive to the changing needs and wish to deliver Customer Delight and not just the Customer satisfaction. Involving employees at every stage of the process has helped iEnergizer embed a strong value based culture throughout the business. The Company believes in achieving together that displays its core value of working in networks. Moreover, individual and business relationship are governed by the highest standards of integrity. Apart from this, iEnergizer respects customers as individuals, recognize that they have different needs and continually strive towards satisfying those needs to improve the quality of their lives. Not only this, iEnergizer constantly researches and develops superior services that meet the ever changing needs of the customers. This has resulted in continuous improvement thereby achieving excellence. This Noida based company operates 24 hours, 7 days a week, 365 days a year and provides round the clock services to customers located within and outside India. The Company has domain expertise in Banking and Financial Services, Telecom, Electronics, Consumer Durables & White Goods, Gaming, Technology, Retail, Travel, Healthcare, Publishing and Automotive. It has recognized headship in providing platforms, teams and services to acquire, support and renew customers through high-value communication at every stage of the customer lifecycle for the clients.

The services offered by iEnergizer include

• Data Ware Housing & Analytics • End-to-end Process Improvement and Ownership • Customer Service and Technical Support (Voice, Chat and Email) • Account Receivable Management • B2C, B2B and Enterprise Direct Sales (Acquisition, Conversion, Penetration, Maintenance and Renewal) • Social Media • Back Office Operations iEnergizer has comprehensive suite of customer management services including but not limited to Customer, Customer Services , Customer Acquisition , Technical Support, Billing and Collections, Transaction processing, E-Commerce(Inbound/Outbound) Sales, and Market Research. www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

Some of the Verticals Serviced by iEnergizer :

Welfare scheme & benefits

What makes the company different? There are a plethora of things that place iEnergizer ahead of the herd. iEnergizer provides services across all the verticals (BFSI, Travel, Electronics etc) and through all Channels (Voice, Non Voice, Email, Chat, Back-Office etc). While iEnergizer is extremely competitive in terms of Cost, it is extremely Quality conscious too. Being listed at London Stock Exchange, iEnergizer is extremely transparent and has very high rate of Client Vintage. This can be corroborated from the fact that the first client (acquired about 17 years back) is still with iEnergizer. This is really commendable.

• • • • • •

Quality Practices and Methodology

iEnergizer, the ISO Certified 27001: 2005 & PCI Certified Company has well framed and strictly adhered Quality Practices and Methodology in place. Quality Assurance is the fundamental way of measuring the efficiency of business processes. “Our quality assurance systems ensure process control, enabling consistent delivery and sustainable business improvements”, asserts the MD.

Industries have gone through a huge metamorphosis in last two decades. Keeping updated with the changing times is crucial and the company has always worked with a visionary mindset that makes iEnergizer foresee the future needs of the customers. iEnergizer has proved that the commitment towards excellence in customer satisfaction is all that is needed. The same predilection has helped iEnergizer in gaining the confidence of its huge employee base of over 10000. iEnergizer enjoys low attrition rates and has very high employee rate. “Our flagship facility in Sector 60 Noida is spread over 600,000 square feet of area and that makes us one of the largest contact center in India (in pure third party category)”, proclaims the MD.

There is an evaluation system in place to continuously evaluate the performance of Agents, Team Leaders, Supervisors and Managers. The system generates the “Quality Score” for all the resources based on parameters like number of calls handled, AHT and number of leads generated, etc.

Employee Welfare – “We Care” • • • • • • • • • •

Subsidized Meals Medical/ Accident insurance Vibrant cafeterias and recreation rooms to spend spare time 24/ 7 snack shop LAN accessibility to ensure effective communication channel across the organization. Educational Tie Ups Career Concerns-Career Counseling and Planning Job rotation Employee Satisfaction surveys Contest and Quiz programs to share knowledge and have fun

Health Life Insurance Paid Holidays Referral Bonus Program Promotional Schemes and Tie-ups Exposure to international work environment, global best practices

iEnergizer Quality Difference At iEnergier, quality is not only focused on transactions but is focused towards achieving process excellence on various core aspects as follows:

• • • •

To provide excellent customer experience by taking quality inputs from C-SAT study, internal audits & client feedback. To provide excellent platform for training and development. Ensure high level employee engagement. Ensure transparency and healthy work environment. www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

• •

Ensure quality in all operational aspects touching the life cycle of an employee. Quality of work & Quality of life – Work – life balance.

the defined SLAs as per agreement with the vendor/client.

iEnergizer thrives on imbibing the quality culture to the root level by continuous education and awareness amongst the employees. iEnergizer’s “Learn from Experience” philosophy is to share and imbibe the best experience and enrich customer experience adding continuous value.

Integrating Quality Check Results to Quality & Performance Management •

•

Quality Check results have to be evaluated and analyzed to reach a conclusion and take necessary corrective measure. This integration of QC Results to Performance Management is key to various factors like Employee Performance Appraisals, future increments and growth plans and overall health of the Process etc. iEnergizer follows a defined scorecard system which is generated or reviewed on weekly/monthly basis depending on the type of program requirements. Control and transparency along with constant performance is its focus.

•

A scorecard is created for every level including an Agent, Team Leader, Quality Analysts, Trainer and Managers, etc.

•

In addition to this, a process scorecard is also created, which primarily shows the health of the process Vis a Vis

www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

•

A scorecard consists of the core KRAs for the respective level along with the detailed description of performance check.

•

It also consists of a Weightage against each KRA/parameter along with a rating criterion.

•

These KRAs are created in a way that iEnergizer is linked with the overall process SLAs and deliverables.

•

A scorecard also consists of points which are given by the respective immediate supervisor during the review meeting which is held every month.

•

There is a benchmark set at process level for overall score and the bottom performers are tracked on the basis of the defined benchmarks as in who has met and who has not met the benchmarks up to acceptable level.

•

The benchmarks are specifically set in agreement with the clients which has a direct relation with the process SLAs.

•

The bottom performers are tracked on regular basis and necessary Development Action plans are prepared to improve their performance.

•

The process scorecard gives a clear idea on the immediate area of improvement. Using the quality tools, the process manager drives the initiatives to act on the possible areas of improvements.

Apart from the above mentioned points, iEnergizer also adheres to following Quality Control guidelines:

• •

1. A well-defined quality assurance audit program is in place for every Process. The audit program is fine-tuned from time to time as per suggestion and feedback from Client. 2. Audit programs monitor agents’ performance and provide feedback to agents of all functions and streams (as per the Audit Policy). The sample size and frequency of Call quality and audits is decided mutually with Client and as per business requirement. 3. The format of Call quality audit and feedback sheet and daily or monthly quality MIS is as per business requirement. iEnergizer is also finalized after mutual discussion with Client. 4. Complete adherence is ensured to Client Feedback , Training and Quality SoPs

A mammoth growth in its kitty iEnergizer’s obligatory for a ‘Service Delivery Organization’ to possess continuous endeavor to respond to the ever-changing dimensions of client and end customer expectations. Maximum growth opportunity lies with setups that amalgamates the Technology and Delivery with Omni channel avenues, embed big data analysis with business decisions and navigate Client satisfaction matrix using scientific methodologies and tools. A Contact Center will be in fast growth trajectory and will be ahead in race if iEnergizer is able to respond to the complexities and challenges of creating perfect customer experiences, is competitive and is continuously green on KPIs with enhanced use of technology, happy and growing force with lower attrition rate.

In the offing: AI, Omni-channel and much more

The company has the best in industry Calibration Process under which the trainers are trained and are given certificates after satisfactory results. To this end, preparation of training material is done by making use of Vetting. Quality observation score is given simultaneously by Trainers and Clients. The scores are stacked up against each other. In case, there’s difference in Calibration scores, variances are discussed with Clients.

Contact Centre operations are focusing more into Business Analytics using Artificial Intelligence (AI) embedded tools and applications. The company aims to work with more intelligent tools (AI aided) being integrated to Contact Centre Solutions for enhanced customer experience and seamless delivery. iEnergizer endeavors to provide better services to the clients with competitive price and enhanced quality. “Unified Communications and Collaboration (UCC) tools like team collaboration applications will be strategically important for contact centers because they enable employees to leverage the collective intelligence of the whole business”, says Adarsh Kumar.

Achievements • • • • • • • •

Consistent growth in business, year over year ( for over 17 years now) Client vintage Low attrition rates / High resource retention rate Complete bouquet of Contact Centre Services offered to all Clients Technology neutral Quality and cost conscious Flexibility & Transparency Expansion and Scalability

Quick Decision making Engagement model

Moreover, the company over and over works on continued emphasis on self-serve documentation. To that end, iEnergizer uses tools like Knowledge Bank etc. thereby helping the business to have first call resolutions, quick kill etc.

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2019

Mas Callnet India Pvt. Ltd. Most reliable BPO in the country

Dr. Amit Mishra | Business Connect Mas Callnet India Pvt. Ltd. with the innovations, has established itself to be one of the most reliable Business Process Outsourcing (BPO) and IT solutions provider companies in India. With the change in business models in today’s connected world, to obtain world-class quality cost-effective end to end solutions, the company has gained deep insights into business processes and has built the required competency and thought leadership to provide valuable solutions for customers across industries. The company was founded in the Year 1990 but started its operation in the Year 2003 with its base in New Delhi.

It is the organization which is also into payment gateway solutions. It is one of the few BPOs or probably the only one which offers the customized customer service solutions on a “pay as you go” model, designed by their IT team as an in-house activity. It has focused on building a strong culture in the organization, which follows the “win-win” format. The company offers ‘Pay as you go’ facility to be flexible and accommodate the customer’s business growth. The company has recently launched its own online payments solution called ‘PayPik’. With the plan to enter foreign markets, the company for the first time is going to launch its unique customer service product called “Dialdesk” into new markets globally in the year 2019. The company is focusing on next orbit of excellence. “DialDesk” is the company’s solution for Startups, MSMEs and SMEs that need high flexibility in billing and high-quality customer care solutions. “DialDesk” offers the ability where multiple calls can be attended frequently, a web-based CRM to maintain data and gain insights, 24X7 customer care support, SMS and E-mail alerts. The choice of Toll-Free / UAN / Mobile / Landline customer care numbers offer a strong value to growing businesses.

Mr. Deepak Kashyap, a young entrepreneur of 43 years old, is the Cofounder and CEO of the organization. Holding a strong in-house creative IT team, the company has brought eruptive growth over these years and has developed its competency in delivery, transformation and relationship domains. It provides 360-degree customer support capability. The company has its major client’s as Vodafone, TATA, Apollo, Telenor, Aircel etc. Other groups of major clients of the company include some of the Biggest Business houses in the country today like Godfrey Philips India Ltd, Ecom Express, Usha Shriram etc.

For incubating a new idea, every 2 years, the company launches new solutions that improve CX (Customer experience) exponentially for their customers. Very recently the company has launched #CXREFRESH, the platform that will share curated thought leadership on how global businesses are creating world-class CX. It is building one of the world’s most trusted customer experience (CX) companies. Its solutions are designed to deliver value to customers across industries and business size.

The company has received numerous awards and recognition, including Award for “Innovation& Technology” by Franchise India, named the “Pioneering Spirit” by Lufthansa ET now. Apart from this, it was featured in a famous business magazine in the category of 10 most recommended productivity technology solution providers – 2018. It is the destination for all major business areas that include process &management, database management and software development. The company deals with the process integration and data management services to understand the requirements of the users. They are consistently adding more value to their customers. www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

Also, the Company’s employee-centric approach has ensured quality of employees and the work.“Learn and Teach” approach has made it an amazing organization

Ashwani Wadhwa Founder

Deepak Kashyap Co-Founder and CEO

with a huge quantum of the knowledge base which propels them to take up any challenge. A strong focus on Customer experience is one of the strategies that make them stand out of the crowd. All the above strategies make them one of the most loved BPOs around. It practices honest approach and best consumer experience solutions to provide value for money. Thinking from a client’s perspective in terms of service and monetary mileage has helped it tremendously to build a level of trust level with them. Constant innovations, automated CRM’s and 99.9% uptime have been some of the bricks of trust they have built their relationship on.

COO

Apart from this, the company uses and support all the leading technology service providers like Avaya, Cisco’s, Genesys and all the latest tools available in the market today. The next big step the company has taken is to take the consumer experience to the highest of the levels. They are focusing on building the best of CRM tools to ensure that the consumer experience is delivered at all touch points. With their strategic vision for encouraging inventions, funding innovations and the idea of global business expansion, the company is leveraging its resources to achieve sustainable success.

In the training domain, The Company follows a unique culture of “Learn and Teach” and “Teach and Learn” in which the role clarities are defined properly and the knowledge required to fulfill the role and to enhance them are identified. The trainings are conducted either using an in-house expert or through paid external agencies. The company conducts workshops on a regular basis to upgrade their skills and ensuring the domain expertise is as per the global standards. It has different methodology and layers of checking the quality and consumer experience through its in-house audit mechanisms which happens at a regular frequency. The company has put a lot of time and efforts in upgrading its system to novel technologies that have sprung up over the past few years including Robotic Process Automation (RPA) technology to meet the client requirements. This is important to remain relevant in the future and be a trusted partner of customer experience for the customers. The Company has developed in-house technologies; Voice and data applications, IVR solutions, Dialer& ACD solutions, CRM applications, Lead management systems. The AI integrations and other tools that help them to deliver world-class Consumer Experience constitute the forte. The clients are really happy with the automation they have done and with the ease of doing business.

Bhawana Harjani

Key Officials Deepak Kashyap – Co-Founder and CEO Mr. Deepak Kashyap is a result oriented CEO who was the cofounder of the company. He is proficient at creating strategic alliances with organization leaders to efficaciously align with and support key business initiatives.

Ashwani Wadhwa

Ashwani Wadhwa is the chairman of the group. He has been truly a visionary entrepreneur. He is innovative and an expert negotiator.

Bhawana Harjani

Bhawana Harjani is the COO of the company. She has both business and management expertise. She has substantial experience in the practices, policies, and procedures of Outsourcing industry.

www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

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Hot or warm disease can help loosen the channels along with relieving congestion. Sip of warm beverages or drinks shows high cure in the routine issues. Green tulsi tea, black tea, peppermint tea or infusions are highly recommended for the remedial consideration. Usage of milk is advised to avoid as milk forms more mucus which is a first sign of body infection.

Honey is an natural and most used ingredient of daily life. Honey possess the feature to soothe irritating throat, relax cough and cold. Honey with hot drink is always recommended as grandmaâ&#x20AC;&#x2122;s recipe for cure of breathing problems. Teaspoon of honey with warm water or hot herbal tea is advised twice a day as health booster

www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

Chaparral is a bright yellow flowery plant found in the deserts of northwest America. High in NGDA it is a powerful anti-oxidant which can detoxify the breathing system and enably your lungs to breathe naturally. Also it can reduce coughing, swelling, congestion and heal the nasal and throat passage.

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2019

company

person

Designation

Calling 24o7 BPO Services Pvt. Ltd.

Ranjit P

Founder, CEO & MD

iEnergizer IT Services Pvt. Ltd.

Adarsh Kumar

COO & MD

KServe BPO Private Limited

Jhankhana Desai

Managing Director

Mascall Net Pvt Ltd.

Deepak Kashyap

CEO & Co- Founder

MegaaOpes Solutions OPC Pvt Ltd

Kannan Rajendran

CEO

OKS Group

Vinit Khanna

Founder & CEO

Pacific BPO Pvt Ltd

Kumar Shwetabh

CEO

SSG Business Services Pvt Ltd

Faizan Kanth

GM & Head Business

VIS Networks Pvt Ltd

Umashankar Bhantwal

CEO

3I PARALLEL IT & BPO SOLUTIONS PRIVATE LIMITE

Karan Pal Singh Chauhan & Vivek Parmar

Director & Co-Founder

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2019

Connecting You To Your Customer Lovely Sharma | Business Connect

he ITES and BPO services market in India is estimated to grow at a CAGR of 7.63% during the period 20182022. The domain has been one of the major contributors to the burgeoning service sector, thereby leading to a growing economy. The sector has been dependent upon a few factors and market trends that has helped it gain the momentum. One of the elements in the market is rising cost pressure to maintain in-house IT systems. Globalization has resulted in labor arbitrage, which shifts business processes to less expensive locations. Labor arbitrage is regarded as one of the prospective benefits of business process outsourcing and knowledge process outsourcing. Companies that incorporate an outsourcing strategy need not invest in resources or worry about handling their limited available resources. Outsourcing of data analytics processes helps them gain access to skilled talent and advanced analytics technologies in another country with the maintenance of a lean workforce. With the changing business demand, companies are increasingly outsourcing services to the ITES and BPO service providers to gain the competitive advantage in the marketplace. Organizations are increasingly outsourcing their services, as the present market conditions require speed and agility to deliver services.

There is one major challenge in the market that pertains to lack of effective communication between client and vendor. Vendors need to effectively communicate with their client to deliver the service in a timely manner. Technical communication in outsourcing contract between client and vendor is required to reduce outsourcing risk and build trust. ITES outsourcing projects in India cannot be successfully implemented if vendors fail to provide the required services. Communication is required at various stages of ITES service delivery systems to avoid system failures and provide backup and recovery facility. In order to provide the apt outsourcing solutions, new BPOs keep emerging in India with a vision to yield better solutions than others. Calling24o7 is a burgeoning BPO on a mission to provide excellent and befitting service wherever needed.

Ranjit. P

Founder, CEO

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“Our core strength lies in the fact that several clients have been associated with us for years in a row. Our clients gel with our team and share a positive relationship with them. We associate with different brands for strategy and Go to Market. We ask our analytics team to review and share a detailed data analysis for their marketing and business support apart from facilitating a good customer experience each and every time. Plus we make it a point to conduct organizational need analysis (ONA) to understand each client’s Go To Markets and where exactly we can deliver. With this kind of sincerity, our relationships sustain over time,” he points out.

A wide range of domains

Calling24o7 was established in 2003 with a focused view to provide result-oriented solutions for its client companies. Starting off with the insurance sector, the company gradually forayed into seven other sectors over the next decade, including automotives, banking and finance, real estate, health care, retail and telecom. its growth trajectory has been paradigmatic and heartening. One thing the company vouches for is its commitment to the clients which has been clearly defined from the outset, apart from ensuring value for the client’s time, money and trust. So be it maximizing their Returns on Investment or ROI, taking care of different BPO functions, Contact Care abilities and carefully analyzing data to predict market trends, Calling24o7 has helped several top notch companies achieve cost-effectiveness and high quality customer care through tailor made solutions

The organization works towards the growth and fulfillment of both its customers and employees by combining talent with technology. Equipped with a young and vibrant team, Calling24o7 has created a lively work culture that its employees find intellectually stimulating and rewarding. Adding value to skill-sets with continuous training and mentoring, it focuses on ongoing development in a nourishing environment that benefits employees to explore growth beyond boundaries.

With its client base spread out across different sectors, it chose to adopt a horizontal growth approach rather than depend on a single sector. In the decade that it has grown exponentially, its focus has remained multipronged and has geared it up to cater to different industries. The company is working with a purpose to catalyze business growth by improving profitability and reducing business process costs. It wants to establish itself as a Global name and is looking to have at least 100 Successful customers across all verticals. It wants to be the prime factor behind the growth and fulfilment of customers and employees by synthesizing talent, technology and best contact center practices.

Being a culturally vibrant and socially participative organization, Calling 24o7 also organizes funfilled activities that help promote brotherhood and collaboration and regularly conducts events, activities and cultural programs aimed at bringing warmth and joy into the lives of the needy people in society.

Meet the seasoned CEO – Ranjit P

With over 15 years of expertise in the world of Contact Centers and BPOs, Ranjit is able to look at the larger picture: visualizing the bigger goal without losing out on the nitty-gritties.

Clients that lead the market

The need for a set up like 24o7 was keenly felt at that point as there were lots of grey areas that companies needed clarity and support. That’s where Calling24o7 came in and supported them in their quest for growth and ensured that their investments came to fruition. Mr.Ranjit CEO says that Calling24o7 has three components to its DNA-Technology, People and Processes. All three are important, all three are non-negotiable.

His steady and resilient approach of understanding the needs of clients have equipped him in coming out with the best practical solutions for the clients. A keen observer, he quickly grasps his client’s needs. As head of the Strategy & Service Delivery, his main focus is to ensure that his clients are competitive and successful in their industry. He understands customer service modalities across industries inside out and therefore has innovative ideas of improving the customer satisfaction index. As someone who has been on the Panel of MCCIA – IT Committee (2012) to address the problem areas of IT infrastructure requirements for IT/ITES SMEs, his credentials are impeccable.

“So whatever we do, we make sure we are the best at it. We appreciate that each customer expects a happy experience every time they call-as they rightfully shouldno matter how exacting or onerous the task. Our Contact Center goes that mile extra not only in the establishment of newer relationships, but also reinforcing the existing ones. When the customer is happy, brand loyalty is a given. To that end, we integrate the right applications, infrastructure and services to meet specific ends. Recently, we have entered the zone of data analytics, all the better to complement our existing services. This helps us understand their Go to Market; which promotional campaigns are working or not working and what needs to be leveraged to advantage,” he elaborates.

“When agents know and understand their contribution to the company’s success, they take pride in their work. When employees are proud of the work they do, they enjoy coming to work. When employees enjoy their work, their positive attitude is reflected in their customer interactions. When employees are happy, customers are happy”, says Ranjit P.

www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

BCM Research Business Connect Team

One of the most enticing features that a customer looks out for is the satisfaction he or she gets after availing a particular service. These days, customers are not only focused on having cheap and affordable products but they have also become quality-oriented. One needs to be very careful while servicing a client. Even a small mistake can harm the prospect in long run. In a market full of competitors, it is of utmost importance to strike a chord with the values of market and the current needs of customers. Everyone wants to grab the attention of prospective customers. In such a rat-race, how can one ensure the trust of customers? There are multitudes of ways by which one can keep the loyalty of customers intact and generate repeat customers. Many successful people in the world have been able to bring in practices that are helpful in retaining the customers.

• Call your clients regularly: One of the most important things to keep in mind is a cordial relationship with a client by means of an active communication. Maintaining a good relationship with clients is of utmost importance. To this end, one can call clients on a frequent basis to make him or her feel that you care for the person. • Create valuable content: A client will become loyal customer given that he/she is provided with value for money. If you are not able to bring value quotient to the table, the chances are that you’ll lose the customer sooner than later. So, it is advised to devise a methodology where value is the king. • Become an authority in your field: Whatever be your domain, try to be the best in the arena and have the acumen required to excel in the domain. Be so strong that you are considered as the authority of the sector. It is your brilliance that will help you reach the zenith of success. • Reply to your emails promptly: It has been found that we take our clients casually and it is reflected in the manner we reply to their emails. The immediate revert on any mail shows your willingness and persuasiveness to handle

the queries of the client in any accelerated methodology. It’s better to be reply positively in the quickest possible time. • Be decisive: There are times when we get ourselves ambushed in a situation where getting out from the place seems impossible. This is where the leadership comes into play. One needs to take strong initiatives in order to avoid any such situation in the future. Decision making is what differentiates a leader from a mundane entrepreneur. • Value your client’s point-of-view: It’s quite common to see people with their own mindset regarding any particular thing or service. They have their pre-defined meanings regarding those issues. It’s better to keep oneself out of the matter if we don’t fit into it. If a customer doesn’t agree to certain points, let him or her open his/ her heart. • Add a personal touch: These days, formality is on a lower note and clients are more inclined towards getting personalized stuffs. There is a wave of new trend where we get to see a steep rise in the personal touch by different kind of companies. New ways are being devised to give an allnew user experience. • Be realistic and do not over promise: Many times, in order to point score over competitors, we make a huge mistake by promising unrealistic promises. This confuses a client and makes him take things in a different manner. This has a long-term repercussion on the organization and the clients. Moreover, the client remains clouded with an ambience of uncertainty. • Identifying opportunities proactively: Being an active entrepreneur, it is a prime duty to keep a bird’s view on the hot and happening across the globe. One needs to stay hungry in order to get the most possible outcomes. One can easily miss out on the things that are of prime concerns to the customers. • Be clear and transparent: To run a company and to bring value addition to the customers, it is necessary to set clear and transparent goals. Then, one should work accordingly. Rather than getting drifted away by the current of a million thoughts, stick to basics and the most efficient modus operandi.

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2019

31Parallel

Medley of adept resources & global corporate experience Sugandh Bahl | Business Connect

Himachal Pradesh has, more often than not, been in limelight for its scenic beauty and as a hub of pharmaceutical companies. But despite being a place enriched with youth population and natural resources, the unemployment has always pinched the people of the state. In such circumstances, it becomes more than natural for capable millennial to migrate in search of better opportunities. This state also became one of those many states that witness migration of millions of citizens to metropolitan cities. But in last several years, tides have changed. A new wave of hope has emerged out of nowhere. The reason for this new-found optimism is 31 Parallel. It is a bootstrap startup that commenced its operations on April 7, 2014 with 4 associates in an attic in a Shimla suburb. It started functioning with a US client doing internet marketing. Since then, it has grown immensely in the BPM/outsourcing space. The company has this peculiar name after the 31Â°N latitude that passes through its office in Shimla, H.P. The firm endeavors to provide high quality outputs at low cost leveraging an absolute blend of the unbeatable combination of skilled resources and cosmopolitan corporate know-how. Armed with excellent communication skills and competitive pricing, it has positioned itself as a disruptor (from a Tier III town) in this sector. It provides 360 degree solutions that cover Sales, Customer Care & Post Sales service, Finance & Accounting, Mortgage & Data Management and Sanitization, etc.

Karan Pal Singh Chauhan Co- founder

Vivek Parmar

Co- founder

It combines entrepreneurship and social empowerment to bridge the increasing www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

rural-urban divide by putting Shimla on the national BPO landscape. Despite many advantages namely excellent educational infrastructure, very high literacy rate, and a huge talent pool, Himachal Pradesh lacks industries and opportunities. With the help of its business partners, it is slowly trying to fill that void. The company is also reducing costs for the growing set of Indian domestic companies exploring the outsourcing market by solving several problems that plague the BPO industry such as high attrition rates, extremely high real estate prices and other overhead costs. The company despite being a rural/Tier III BPO is located in the state capital Shimla which offers it the advantages and infrastructure of a modern city along with the benefits of low attrition rates and other overhead costs. The company has a pool of workforce with excellent communication skills (English written and oral) due to presence of large number of established English public schools and Himachal Pradesh boasts of one of the best literacy programs in India. Due to this, it is able to offer high-end services involving voice, chat and emails unlike its competitors in other locations.

Workforce at par with MNCs

It comes with a pool of experienced supervisors and support staff for better process efficiency and control leading to high quality of outputs. A huge diaspora from Himachal Pradesh, Punjab, Haryana and Uttarakhand working in outstanding organizations in the metros yearn for the hills and the company has made most out of this fact. The managerial staff consists of individuals with at least 8-9 years of experience working with multinational organizations like Dell, AMEX, IBM Concentrix, HCL, Convergys and WNS etc in metropolitan cities such as Delhi, Gurugram, Bangalore, Chandigarh and Mumbai. Apart from this, the company conducts extensive internal soft skill and Personality Development training programs to ensure enhanced contribution towards process improvement from the team. It has an 8-member strong general

learning, development and product training team focusing on corporate etiquettes, email & phone etiquettes, gender sensitization, process notes & mapping and basic computer training. The workforce has exposure to the infrastructure of a state capital despite being in a Tier II/III town and is more receptive to such programs. Due to a well-educated and committed workforce, the quality of the outputs has been stellar. This is clearly evident from the expansion of the current clients with 31 Parallel despite having other vendors in the metros. 31 Parallelalso leads in quality for queues running in multiple centers for its clients. Due to its location, it has Optical Fiber connectivity and MUX in its centers ensuring unhindered bandwidth. It has Next Generation firewalls and a Switch-level Network to meet current clients’ IT requirements. There was no real corporate presence in Shimla prior to the establishment of 31 Parallel. Some of the larger Indian companies have offices, however, not significant enough to change the town’s corporate culture. A large chunk of leadership of the company has had vast corporate exposure of over 7-8 years each in the metros. Initially, the absence of such a culture was obvious from the discipline, dress code, business hours and corporate etiquette, followed by the personnel but with relentless concentrated trainings, sessions and now tenure and exposure, it has been able to initiate the foundations of a strong corporate culture.

Achievements

The Company has been able to increase employment opportunity in 4 years with 40% of that workforce being women. It has maintained retention, grooming and growth of local resources to supervisor levels. It has serviced some of the largest names in Travel Industry and creating a niche in the domain. 31 Parallel was nominated as one of the ‘10 Best BPO Startups - 2016’ in India by a popular business magazine. This list of 10 winners was created by the magazine’s editorial board along with a panel of industry’s topmost CEOs, Directors, VCs and Industry Analysts. It has been able to put Himachal on

the national outsourcing landscape. In Nov’17, 31 Parallel was listed by one of the business magazines as an organization that ‘instills a new wave of transformation in the panorama of BPO services in India’. In Apr’18, a business and technology magazine covered 31 Parallel. It has been covered in certain national dailies as well. In Feb’18, it was awarded the STPI Award 2018 for ‘Best Performer in Incubation’ at TiECon-2018 in Mohali. The event was organized by the Software Technology Parks of India (STPI), a society set up by the Ministry of Electronics and Information Technology (MeitY), Government of India along with The Indus Entrepreneurs (TiE).

Key Officials Karan Pal Singh Chauhan

Karan is the co-founder of 31 Parallel. He is a graduate of St. Stephen’s College, Delhi and Cardiff Law School, United Kingdom. He is a corporate lawyer having spent years with the premier law firms of Remfry & Sagar and Amarchand & Mangaldas. He heads the company’s Recruitment and Finance divisions. He is front and center with all client interactions and leads the company’s marketing, sales and business development initiatives.

Vivek Parmar

Vivek is the co-founder of 31 Parallel. He heads the Outsourcing Operations, Training and Quality division. He provides thought leadership and drives knowledge management. Vivek is a Six Sigma Black Belt and was with one of the largest Indian BPOs, EXL Service from 2001 till 2012. In this duration, he has operated in myriad roles like Operations, Process Excellence, Transformation, Migrations, and Special Projects. He spent 7 years in a client facing role in the USA and the UK for EXL’s transformation business. In 2013, he served as a Principal Consultant with People Trust and was involved in trainings and recruitments for the Indian BPO industry. He has completed Masters in Business Management from ICFAI. www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

2019

Witness the emerging

force in outsourcing

Vikas Jha | Business Connect n recent times, the outsourcing industry has emerged as a key contributor towards economic growth of the service sector. A sector that has the highest contribution in Indian economy has been positively affected by the outsourcing business. For the last two decades, all sorts of outsourcing industries that prominently include ITeS providers, BPOs and KPOs etc. has been the prime source of leads and business for companies across the globe. India is considered as one of the most fruitful and affordable destination by MNCs and big firms.

of clients. It has been implementing winning strategies, applying international quality standards and deliver on accelerated performance, which has helped the company to rank in the top 10 most preferred outsourcing companies in India along with top 20 most promised managed service providers by CIO review in 2018. Wide range of domains Its clientele include some of the most reputed companies worldwide. The clients include providers from a wide range of domain such as Hospitality services, Data security, Airports, IT support and Customer Services.

The global sourcing market in India continues to grow at a higher pace compared to the IT-BPM industry. India is the leading sourcing destination across the world, accounting for approximately 55 per cent market share of the US $ 185-190 billion global services sourcing business in 2017-18. Indian IT & ITeS companies have set up over 1,000 global delivery centers in about 80 countries across the world.

The Company has always believed in the relevancy of outsourcing while concentrating on building profitable Centers of Excellence as well as managing off-shore services into remote areas for Tier 2 and Tier 3 cities such as Chandigarh, Hubli, Meerut, Patna and Srinagar. The Company is strengthening its services that attracts to be beneficial to SMEs, MSMEs and startups. It is working to make small scale industries aware about the potential of outsourcing. It has created a path for itself to establish the most suitable option for the customers while it handles support services and the customers get the confidence to focus on core revenue development and business enhancements.

A force to reckon with India has a bucket full of companies catering outsourcing services. Amongst them, very few have gained expertise that places them apart from their peers. Solid Systems Global Business services is one such well-acclaimed name that has garnered huge support from its worldwide clients. Solid Systems Global is a well-defined infrastructure services & business services company, ranging its KPO, BPO and ITeS centers globally with headquarters in Bangalore, India. It holds its add-on delivery centers in UK & Dubai as well. Solid Systems Global as a business transformation company, rebuilds processes for its customers catering to tailored SLAâ&#x20AC;&#x2122;s, data driven analytics and a deeper dive on end user behavior studies. Its main business strategy is to build in house delivery centers and act as an OSP (Outsourced Service Partners) while placing itself as Brand Behind Brand It firmly believes in acquiring customers as per B2B channels and partnering with worldwide service integrators. Since its inception in 2015, it has gone to establish itself as the preferred choice www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

Latest Technology When it comes to technology, the company never misses out on the tech front. Fathoming the need of latest technology, the company upgrades its systems frequently. Its technology is at par with the top outsourcing companies. It is using independent in-house developed softwares, CRMs and ERPs to give customers more option with a promise to upgrade with the technology. With its tailored suites, it acts as a one stop shop for customers which helps them monitor complete lifecycle of any transaction, along with smart reports and help predict

end user’s behavior for the customers. Solid Systems Global aspires to be the next generation BPO, KPO unit because of its virtue to transform business processes with defined technology, analytics and project management skills. Work culture has been a vital part of the company. The Company knows how to make use of the talent and skills of its employees with a curated skill matrix which enables cross platform skills and multiple learning programs. Since the word go, the company has always taken care of the productivity that is believed to be one of the most important part of a corporate culture. Moreover, it strongly believes in diversity hiring and employee engagement atmosphere. Company has an open hiring policy with no bar on age and qualification. The company has practiced an approach to always maintain and exceed all client’s expectations with employee satisfaction at all levels. Visible Growth The company has been successfully deploying and managing delivery centers for premium product and service lines. While it has engaged a major ramp up in Bangalore unit as a COE (Center of Excellence) but at the same time has built off shore outsourced units enabling its reach and capabilities. The company is continuously trying to add international quality standards while has successfully attained standards like ISO, COPC Inc. and is compliant to GDPR laws, and other major data protection and privacy regulations across US, EU and UK. The team is supported by a very strong capability development unit along with strategic and Workforce Management Team. The Company is witnessing growth at various levels. As of now, it foresees the expansion of the outsourcing as a delivery center to worldwide service integrators. Company has added multiple service options to handle CSP (Customer Service Providers), VMO (Vendor Management Organizations) and frontline end to end support. In the first quarter next year Solid Systems Global is working together to enable an industry first pricing tool to reach out directly to the major global service integrators and quote on business services within 48 hours of turnaround time. The company will further add a much more cost efficient model where a customer can opt for a shared services or dedicated services to a skeleton level of scope of work. Since the beginning of its inception, the company has seen 3x increase in its annual revenue and has also enabled its own BCP (Business continuity planning), strategies and roll back centers in UK and India.

Faizan Kanth

GM and Head of Business

The company is continuously working on creating cost effective and quality maintained performance management models and thus has been able to break the thought “OUTSOURCING IS AN EXPENSIVE UNIT”. Solid Systems Global works on tested and tried approach of design, implement, deliver and control to work on customers KPI’s and deploy resources to achieve the highest point with a lean method.

Global Offshore helpdesk emanated in 2015 conceptualizing the new generation business outsourcing program along with our directors Paul Lalli and Suki Lalli. It brings us lot of joy to see ourselves ranked as top 10 trusted BPO’s in India 2018. While we continue to grow, our approach is to build a unique model of outsourcing and IT Infrastructure services to capture most of the companies under SMEs, MSMEs and start-ups.This win is dedicated to all employees and Clients. Says Faizan. Faizan Kanth (General Manager and Head of Business) Faizan brings over 11 years of constructive experience to the company with his industrious and versatile exposure to Outsourcing, Automobiles and Information Technology sectors. www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

BCM Research

Make Fast Bucks All Along Your Voyage

Business Connect Team

There could be no other amazing way ever than to make money by writing while travelling. Have you ever wondered of getting paid for the thing you love doing the most? Isnâ&#x20AC;&#x2122;t it really great and wonderful to earn penny for your favorite hobby? There could be no other amazing way ever than to make money by writing while travelling. Imagine yourself in a job where you will be paid to travel? Sounds perfect! Yes, exactly, you have heard it right. Travelling has the ability to be completely overwhelming and writing about the places you have travelled is a heaven and going to the most exotic places for free and getting paid to write about those moments you have lived is just amazing and highly alluring Letâ&#x20AC;&#x2122;s go on to the journey of making your dream job into reality with us by following these simple tips

Avail vigorous language

We see travel articles to be filled with the words such as stunning, incredible and diverse. To be unique , adopt uniquely identifying language. www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

Targeted to enthrall, not enthuse

Excise your savoir- flair

Certain writers try to pack their writing with literary phrases. Writers who write about their travel are aimed to entertain people rather than impress them.

Stories have vivid time, place and other things. Generally, the travel writers write approx 1000 to 1200 words article. Stick to that and make it entertaining.

Show and tell

Have A Crystal Storyline

Showing and telling is a storytelling technique we use in our daily lives without even realizing. Showing means to pen down your writing and describe every thing in detail including the things you saw, tasted , heard , felt. You are making everyone live that moment again. Telling means to simply move the story along. To earn more, you must write perfectly using these both.

A trip is not a trip. Itâ&#x20AC;&#x2122;s a sequence of events that took place. Not each and every event is meant to tell and show. Some events are good and some are not. Being a writer, your first responsibility is to edit those events in your mind and make a clear storyline. The utmost task of the writer is to select those particular events in his mind and tell the story to the world.

Entail Dialouge

Assent Signpost

Dialouge brings life to the scenes and brings the things in personality. Include dialogues to the writing to bring more lively effect to your writing.

Readers travel through the writerâ&#x20AC;&#x2122;s story to the world. Always try to leave signpost at the new place you visit because you are not the only one who is travelling, readers are also travelling with you.

Primeval Paragraph Should Be Outstanding

To start your article, you can use drama or humour or dialogue. But your first paragraph must be glued and expressive

The travel writers seeks the world we have lost â&#x20AC;&#x201C; the lost valleys of the imagination 39

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Spotlight

D N A E T A E R C , K N I H T O D T L E R D O O W E ERG H T M R O F S N TRA Opportunities never comes knocking your doors, you have to grab them. Lovely Sharma | Business Connect

mart work pays you efficiency but hard work gifts you success. Success is not a magic, one earns it through wheeling the efforts, zeal, patience and learning on the roads of gain. Secret of success is to put your heart, mind, and soul into even your smallest acts.

ERGODE has successfully revolved its wheel in global drive. It sails a glorious journey to place golden feather on its caps. Valuing the need of the hour, it did its best to toss its coins up. Paying the price of success with hard work, dedication to the job at hand, and the determination of whether to win or lose, it has applied the best of itself to the tasks in the lap. Tackling the grievances of approximately 1.32 billion of clienteless, it proudly walks on the bridge of diversity.

www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

Rupesh Sanghavi CEO & Founder Ergode IT Services

www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

Impossible says i ‘m possible What else can’t be done if you have strong determination to achieve something? Holding 5 million satisfied customers across 120 countries securing 50 successful market places along with 16 curated well devised websites is near to impossible task, but the strong desire and efforts of every single soul of the organization’s employees made it possible. Dealing with more than ten thousand of orders a day, the firm is effectively working in life of suave, convenient and simple trading. An E-Commerce house offers a lot of effortless transaction in one of the largest democracies in the World. Ergode, today has proudly and successfully spread its roots into the Indian Market gathering more and more clientele on a daily basis and believes in making life easier in terms of online marketing. Digitalisation on the go Technology and E-commerce are powerful means to connect with unconnected global trade. ERGODE visualizes to build an E commerce ecosystem that allows Consumers

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and businesses to do all aspect of business online. The B2C model directly provide selling opportunities to producers (manufacturers) and Brand owners to maintain the sheer experience of trading on global waves. Technology today is something of a backbone to E-Commerce Industries. Thus, with its in house IT product Development Team, Ergode builds up the ability to stay on top of things with the most advanced technology and the latest business tools. The company believes in the managing its operations technically, as the technology offers often impressive than anyone can think of. Helping to reduce the stress of physical storage, robust indexing, cost cutting management, better consumer service, also to increase the productivity on the marks. Success is all about balance For every foot of success you have to step with care and great tact as success is a great balancing act. ERGODE commendably balances the bars of potential customer demand’s and vendor worthiness. Ergode’s core competencies include Inventory management, Merchandising, Digital

Marketing, Order Management, Vendor Management, 24/7 Customer Service and an In House IT Product Development Department which enable them to ship to over 120 countries. If customers are the kings, they believe vendors are their empire. They lead the ways of glorifying journey through the backbone of technology. Not only limited with customer and vendor relationship, it mainly focuses on the quality and maintaining standards at par. The world has a lot to offer that is not accessible to most people. Therefore, Ergode builds itself as a solution to bridge this gap. Ergode brings products from across the world that otherwise would have been inaccessible to its customers, without physically travelling across to different countries. What makes Ergode different is that it gives equal importance to both its customers as well as its vendors. At Ergode, it believes in doing the best for both its customers and its numerous loyal vendors as each person is an important building block in the organizational pillar.

Employees are the creator of wealth Roofing more than 400 employees under the shed, it is setting up an excellent example of integrity and up to the mark execution. It believes that employees are creator of wealth of an Enterprise. With the team of extremely passionate, efficient, hardworking and enthusiastic workforce, the firm is proudly crowning with tag of best amenity providers. Crediting the regards of achievements in the hands of its taskforce, it considers them as soul of united body. Conducting work friendly environment and open culture to perform, the firm encourages every individual associated with it to have stress free working life. Ergode has an open culture where employees feel free to speak out, take risks and present their opinions on the table. The organization stands tall because it believes that organization is held up not by employees but by the family that believes in acceptance, support and team work. The ERGODE Family also enjoys ‘no dress code policy’, medical insurance, profile change opportunities and much more. Also Regular Employee engagement activities too are conducted to create stronger bonds and relationship with employees. Ergode also conducts monthly employee events such as birthday bashes and festive celebrations. And weekly Employee Professional Development sessions are organized to interact and engage with each other. ERGODE consists appraisal system, which evaluates the performance of employees by setting monthly targets. This is considered as measurement to the annual appraisals process to make decisions on promotion as well. It considers the procedure to analyze their strengths and the weaknesses for the potential development of the individual.

the Consultants of the Year 2015. And the credit goes to… Mr. Rupesh Sanghavi unveils the inception of the firm that the idea of Ergode came across his mind when he was simply out, buying books. Through observing the millions of possibilities that one can come across in the E-Commerce world and being encouraged by the same, Ergode was born. He is the one whose utmost dedication, commitment & zeal has taken the firm to another level. His directions, optimistic approach and foresighted nature are helping the company to be globally crowned. He does not credit the victory to only his account but considers it the mixed efforts of his directions and excellent execution of the super talented team.

He credits the team efficiency to be the result of the firm’s glory. The expert team of personnel includes Mr. Anish Doshi, Raj Kothari and Mr. Amit Sharma as Business Head to carry out smooth sailing of business operations. Mr. Pankaj Rathi is appointed as Sr. Manager in Finance department to carry out wise financial decisions. Mr. Shivendra Pratap Singh (HR Manager) holds the responsibility of hiring skilled and talented personnel to assure the business growth in the next level.

Quality and success goes together Striving for continuous improvement, instead of perfection is the key in gredient of success. Without change, there is no innovation, creativity,or incentive for improvement. Those who initiate change will have a better opportunity to manage the change that is inevitable; with the same philosophy of business ERGODE builds quality standard as the most important feature to survive in the massive boom of the economy. The quality standards at Ergode are maintained through sheer experience strengthened by the use of the latest technology. The company’s in-house built technologies ensure to maintain best possible quality in its services to customers. Feathers on the cap A constant struggle, a ceaseless battle to bring success from in hospitable surroundings, is the price of all great achievements. Optimism is the faith that leads to achievement. Nothing can be done without hope and confidence. With the same optimistic approach of performing the will, it is crowned with many triumphs. It holds the glory of being one of the best places to work in two consecutive years 2016 and 2017. It is one of the 20 Fastest Growing IT Services Companies and 20 Most Valuable IT Services Companies. It also holds the tag of

Rupesh Sanghavi 45

www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

www.rosemaryinterac�ve.in

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www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

BCM Review Busienss Connect Team

www.businessconnectindia.in | Vol. 2 | Issue 1 January 2019 INDIA

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