How Cloud Accelerates Digital Transformation For SMEs In ITeS Industry

Summary: ITeS companies that leverage cloud technology have wider scopes to improve their customer experience, innovate more efficiently and scale more resourcefully. While incorporating more agility in their operations, these web-interface-based tools also help them eliminate the risks from outdated technologies of on-premises software. TTBS offers an assortment of custom cloud products and also makes connecting to the public cloud more secure for your business.

As start-up’s and small & medium enterprises (SMEs) continue to scale their operations in India, the traditional method of managing IT assets only increases their operating expenditure. This is due to the costs and time lost in purchasing hardware, licenses and servers, in addition to software installations on different devices. Companies also spend more in maintaining and upgrading assets in a traditional IT environment.

By adopting cloud-based systems, ITeS organisations not only reduce their costs but also drive more efficiency in their operations and customer service.

Here are some reasons that make the cloud an optimal choice for driving digital transformation in your company:

Seamless contact centre operations

If your ITeS company handles contact centre and back-office processes outsourced by global companies, shifting to the cloud brings a host of benefits. It not only insures you against disruptions such as COVID but also helps in improving customer service, streamlining call management, scaling operations, and reducing operating expenditure.

When they handle inbound and outbound calls in a cloud-based contact centre, your agents can work from anywhere. Quality analysts can monitor and record calls for personal feedbacks. Cloud contact centres also have better data visibility and customisation options.

To help businesses leverage this attribute of cloud, TTBS provides Smartflo – a hosted contact centre with a range of elements for effective customer service and marketing. With bespoke IVR, click-2-call services, missed call solutions, sticky agents and smart call routing, Smartflo makes voice operations more productive and less stressful for your BPO employees. It has enterprise-grade security and integrated business intelligence for continuous improvements in operations. What’s more, TTBS takes responsibility for timely upgrades and the addition of new features for the effortless maintenance of your business.

Ease of storage

Cloud provides the feasibility of storing files and accessing or retrieving them on any connected device. It has a simple web interface for uploads and downloads. Regardless of where your employees work from, the data they need is readily available and secure in their work environment. Your organisation pays only for the amount of cloud storage space that is consumed, and you don’t need to worry about maintaining the storage infrastructure.

Powered by TCS iON technology, the TTBS Document Management System is a userfriendly web solution for managing work files. It helps you build a secure and easy-to-use data repository that can be accessed smoothly by all authorised users in a team.

Quicker disaster recovery

When the nationwide lockdown was announced in March 2020, the companies using cloudbased platforms found it easier to deploy work-from-home models for their employees. They had their apps and business data stored or backed up in the cloud for continued operations.

Who would have thought that COVID would strike back in India with greater intensity in 2021? Nevertheless, even during the pandemic’s second wave, cloud-savvy companies can allow their employees to continue working remotely and stay safe.

Cloud is a cost-effective disaster recovery solution offering quicker recovery from business disruptions when compared to a mesh of multiple physical locations. Observing the cloud’s efficacy in maintaining business continuity and enabling disaster recovery, market intelligence firm IDC found that cloud adoption and opportunities will expand to a $1 trillion market by 2024.¹

Tata Tele Business Services (TTBS) provides Secure Connect that leverages MPLS to help you build a private network within the cloud storage space hired from popular providers such as AWS, MS Azure, Google Cloud, Oracle Cloud Services, and IBM Softlayer. It makes your cloud service usage more secure and delivers an optimised network experience by overcoming the vagaries of public Internet connectivity.

Improved workplace collaboration

Besides storing digital assets securely, the cloud-built virtual work environment enables ITeS employees to connect and work holistically. It removes the boundaries and decentralises corporate focal points to create a more balanced and communicative enterprise.

With cloud collaboration, your team can work from anywhere, at any time, for higher productivity and a better work-life balance. By unchaining employees from a physical office, you also get more freedom to widen your talent pool – geography is no longer a restriction in hiring a skilled workforce.

The cloud also empowers workers to utilise the digital devices that they are comfortable working on. They can use a desktop computer, a laptop, a tablet or even a smartphone to participate in web conferences, share data and complete other specific tasks.

The Web Conferencing System, Webcasting Service and International Bridging Service are some of the tools that TTBS offers for audio and video collaboration. These feature-rich cloud-based platforms help ITeS workers to connect with multiple entities across locations and make work hours more fruitful.

Better customer experience

The focus of operations in any competent ITeS lies in improving customer experience, besides increasing revenues and profitability. Cloud-based CRM applications play a key role in meeting this target. They help you store details on customers, sales and business intelligence in a secure data bank that can be accessed remotely. Your employees can use such information from any device and location to make marketing and customer service more successful.

Deploying the TTBS Cloud CRM gives you 360° customer views that you can integrate with your business growth. The system has pre-sales, sales and post-sales modules, along with an array of other features to understand your customers better and serve them beyond their expectations.

Conclusion

As companies adopt new technologies to stay relevant and thrive in their dynamic industries, cloud platforms provide the agility, scalability and innovative capabilities that materialise cost-effective digital transitions.

To know more about cloud-based operating models that support your business growth, call TTBS at 1800-266-1800.