Girnarsoft feels that the move to digital can cut down call centre technical support by 92 per cent by using virtual agents
PAWAN CHAWLA
GIRNARSOFT
We have lots of new opportunities to move beyond bimodal-IT and Cloud infrastructure by investing in a DevOps culture and automation. We will invest in continuous integration and deployment to improve speed.
It is imperative for all businesses to move towards digital transformation. As technology plays a critical role in a business' ability to evolve with the market and continually increase value to its customers, CIOs must lead their organisations through digital transformation.
“Digital transformation is an integration of digital technology into all areas of a business, resulting in fundamental changes to how businesses operate and how they deliver value to the customers. Beyond that, it is a cultural change that requires organisations to continually challenge status quo, experiment often and get comfortable with failure,” opines Pawan Chawla, Deputy Director, Information Technology, Girnarsoft.
An offshore product and software development company, Girnarsoft is working on transforming internally as it tries to do the same for its clients. Chawla has been instrumental in the organisation's digital workforce enablement and digital technology adoption initiatives. He has also undertaken initiatives to improve customer experience and operational agility.
Digitisation not only helps organisations reduce operational, communication, travel, marketing, selling and product development costs but significantly accelerates problem resolution and time-to-market, Chawla feels. “For instance, customer acquisition cost on online channels is more than 50 per cent less than that on offline channels. Similarly, when compared to call centre technical support, approximate cost per contact is nearly 92 per cent cheaper for a virtual agent and 99.2 per cent for web self-service. The cost benefits of digitisation span a wide range of industries and functions,” he shares.
The journey, however, has not been a cakewalk. Enabling mobile and digital services was challenging for traditional operation with legacy backend infrastructure. “The application layer helps decouple monolithic legacy infrastructure from front-end applications, thereby allowing internal and external developers to use services provided by backend systems to build apps. Eliminating the need for a costly overhaul of legacy infrastructure promotes better use of resources which can be diverted towards enabling business change that adds value to the organisation,” says Chawla.
Girnarsoft, owner of market leading portals, cardekho.com and pricedekho.com, raised $15 million in Series A funding from Sequoia Capital, highlighting the growth and potential of the company, backed by its technology prowess.
Chawla feels there are still a lot of opportunities for the company to move towards digital transformation.
The ISO 9001-certified company plans to migrate more of its Cloud environments to containers and software defined configurations and focus on improving test coverage or developing more end-to-end application monitoring. “But it is hard to do all of this work in one shot. We will use a combination of data and best practices to decide where to focus our efforts but to ensure ongoing investment in automation requires demonstrating the business impact. For those heavily investing in automation, this should be the year that you begin measuring and communicating results and business values,” puts in Chawla.
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