Compusoft Advisors' business transformations are driven by Technology innovation, Customer behavior and demand

Q. How important is Digital Transformation for your own organization?

Change is the only constant and in the world of technology change and innovation are unstoppable. The technologies that were game changing and cutting edge just a few years ago are now becoming mainstream. In these changing times, partners too have to transform and cannot simply be taking just these same old technologies to the market or have the traditional business model in place.

Today's customers demand service on their terms, to keep a pace with the current market trends we should be able to deal with the real time customer issues and give them on-demand customer support. So, it’s very important for us to be smart enough to tackle with those issues of customers which keeps arriving every now and then.

Compusoft’s strategies of Digital transformation or Business transformations are influenced or we can say that driven by the factors like Technology innovation, customer behavior 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.

Q. How have you geared your organization for this transformation? What are the latest technologies that you have adopted in recent times?

As an IT services company, we help customers with technology enablement. It is imperative that we apply the same approach internally as well. As a growing organization, with increasing number of employees and number of customers multiplying, we realized that technology enablement is of utmost importance, especially when it comes to the services part of our business.

Over the years, we have introduced various tools like SharePoint, Teams, etc. which helped us centralize various documentation and provide benefits like versioning, encryption, etc.

These have helped us in internal organization, thus moving towards our Management team’s vision of becoming technology dependent over people dependent.

For Document Management, we have implemented SharePoint, which helped the team to share and access the right data and respond to customer requirement on time. Also employees do share their daily routine tasks on SharePoint.

Teams has been implemented into the organization for internal team to work together in a shared workspace where our team can chat, call, share files, and work with other business apps. Also the customers can be interacted using Teams.

Teams lets our employees do the group chat on a particular issue, online meetings, calling, and web conferencing. With this instant support chat application provides our customers on the go support as and when the queries arrive.

Our recent investment has been in Microsoft D365 for Sales and Service. This has become our IT enabler for our Sales and Service teams.

Microsoft D365 CRM has been successfully implemented in the organization, which help to keep the quality data available centrally and manage the business opportunity in real time. Management is able to guide and monitor Sales and Pre-Sales Team on sales activities.

It helped our organization to take timely action on customer opportunity. With the sales forecast and dashboard with notification on current status of Sales, it helped to keep the track on current status and implemented necessary action to reduce sales cycle and increase sales closure as per target.

The CRM is also used extensively for support management & ticket management for existing support contracts with customers.

OneDrive has been implemented within the company for internal hosting of data with quick links and easy access which saves lot of time giving team the option of ammendations in the same file.

To co-ordinate with our SSP’s in a group Microsoft, we have adopted Kaizala a secure and fast messaging tool which helped us connect internally with Microsoft Sales and Support experts for our queries and new updates.

By using Yammer as a social network within the organization, it helped to allow our employees to connect with the right people, share information across teams, and organize around projects so they can communicate faster. Also they started sharing the important information’s like news, updates, etc. on Yammer for quick notification to all team members.

PowerApps has been adopted to develop smaller applications as per our customer’s business needs. It helped in building customer trust and satisfaction by providing on-demand needs.

We have also adopted the Social Media Technology to share updates and spread awareness about the recent launches and achievements. And these social platforms are integrated with the CRM directly.

Q. Mention one technology adopted by your organization that has helped you to offer better service to your customers.

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…

Q. Please mention the key differentiation factor of your organization in this crowded market place.

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.

It also gets integrated easily with any line of business application such as Microsoft Dynamics 365, SAP, Salesforce, Oracle, etc. while giving actionable insights in real time for descriptive, predictive and prescriptive analysis.

We are always bringing in technology-supported changes which in result make our customers believe more in us for their future transformations.

Q. Who are the key vendors you have engaged for Digital Transformation and Business Transformation?

Since over past 22 years of working closely with Microsoft as our Business Transformation Vendor and with the expertise of developing and hosting our own IP solutions on Appsource and Azure Marketplace, we have become one of the preferred Technology Solution Provider among the industries like Manufacturing, BFSI, Logistics and SCM, Real Estate, ITeS etc.

We feel delighted to get a recommendation when some new client asks for a trusted Microsoft Technology Partner Company to help them deploy a new solution.

Devesh Aggarwal
CEO, Compusoft Advisors