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.”