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TALKPOINT
EXECUTING TO PERFECTION Isha Farha Quraishy, Customer Success Manager, Digital Transformation, Finesse discusses how the system integrator was quick to adjust to the remote working mode in the face of the Covid-19 outbreak How has the company reviewed and adjusted its workforce to work from home during the Covid19 disruption? Finesse quickly adopted Stay home stay safe policy for the wellbeing of the employees and the community. Finesse being a digital-ready company, We were fully geared up to ensure full digital adoption for business continuity and customer satisfaction. We thoroughly checked and tested for remote working facilities and conducted a few days of trial much before the Lockdown to identify any challenges. We also offer work from home digital solutions to our customers and partners. What have been some of the challenges that you have overcome? We have been running our customer’s business-critical systems. Every business continuity measures were in place to overcome the challenges. The Prime challenges that every company faces today were Communication, Privacy, and Security along with the adoption of Work from home culture. As mentioned earlier, we had plans in place, hence we did not face any challenge during the Lockdown. Was the company ready in quick time to make a successful transition? Being a digital-ready company, Finesse did not require a business re-engineering. The current challenge had given us an opportunity to adopt and promote our specialized digital transformation solution and services. We use Microsoft Teams, Internet telephony, and other web conferencing tools, along with Business Process automation tools to automate end to end business process. Discuss some of the digital engageSMARTSMB / June 2020
ments you have executed/ planned with partners/ end-customers? We have executed work from home Solution, AI-based Chatbot to elevate the communication platform, Robotic Process Automation, Digital Security Solutions, Business Intelligence, Treasury Management, and CRM solution. We also have Currency Sterilizer which is Plasma-based and Physical robots as well. In fact, Finesse is engaged with 300 plus enterprise customers in this region with their digital enablement, we have around 30 plus project executions running concurrently. Do you see the role of digital marketing becoming more important during this phase? Finesse is the No.1 trusted Software system integrator of this Region with laser focus on digital transformation. Digital Marketing is a major part of Finesse marketing strategy. We have seen the return of investment over the years . We have been part of regions biggest Technology Expo since many consecutive years . We have Digital Marketing Technology and Application solutions for our customers to adopt. Irrespective of COVID or not , Digital Marketing is a very important in any business in today’s digital age. Is there a lot of relearning and reskilling expected from employees? Being a company with a core focus on digital transformation, we were Digital ready for now and for the future. The customer experience of the latest digital tools are awesome and it is very user friendly. The adoption did not require any additional training. Staying upto date with software versions and security patches are important part of
Isha Farha Quraishy
Customer Success Manager, Digital Transformation, Finesse
companies technology matrix.
— By Diksha Vohra
How are specific job functions like logistics/ after-support sales impacted and being coped with? Be it sales, presales, or delivery, we are not affected much. We executed remotely without compromising the quality. We already had a practice of remotely dealing with our customers, partners, and vendors. I agree that it got increased with the lockdown. Customer satisfaction increased and business perspective did not affect much. What special message in one line would you like to send out to partners and customers? Technology is keep on evolving, Tomorrow will be all about virtual spaces - world will learn to run virtually than
