Virtual commitment with clients and partners has been a central part of undertaking business

Dhirendra Khandelwal, Founder & MD, Esquare System & Technologies

Growth of IT services amid Covid-19:-

The Indian IT and business services market is expected to grow annually by 6.5 percent compared to the 8 percent in FY 2019-20 owing to the ongoing COVID-19 pandemic according to the IDC. We have adopted “Business Continuity Plan” promptly as compared to other competitors to minimize the business disruption that included migrating the business operations to digital infrastructure and platforms which was already in the pipeline.

In this crisis-ridden business climate, we are experiencing a huge demand for remote collaborations with cloud and AI being the technology forerunners.

Preparedness adopted:-

As the crisis evolves, we are taking measures to protect employees and ease financial and operational exposure. We had suspended operations in affected regions and branches, following travel restrictions and mandatory social distancing. We quickly established pandemic-specific policies and training, for employee communications, remote work, and virtual collaboration.

Virtual commitment with clients and partners has been a central part of undertaking business even as we are slowly beginning to restore face-to-face communications. Customers are becoming accustomed to the speed-of-response that virtual appointments provide. Simultaneously, we are generating a distinction in the digital space, through real-time experiences by collaborative tools.

Biggest shifts:-

COVID-19 has transformed the role and importance of digital experiences in people’s lives. Many organizations are currently facing waves of customer questions, orders, and even cancellations. To handle this huge traffic volume for self-service web, email, IVR systems, chatbots, applications, etc. are coming to the forefront to resolve the most generic queries, freeing employees to handle more complex issues.