Tag: COVID-19 outbreak

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Business Case Studies Finance

71% Indians Expect Companies to Accelerate Digital Initiatives, Says Report

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Online Business

Bengaluru, October 29: A new report has revealed that about 71 percent of Indians expect companies to accelerate digital initiatives which means that the customer engagement is changing amid the COVID-19 crises. A report by leading Cloud software company Salesforce said that the Indian customers estimate 60 percent of their interactions with businesses take place online this year, compared to 47 percent in 2019. According to the fourth edition of Salesforce’s ‘State of the Connected Customer’ report, about 94 percent of customers said how a company acts during a crisis demonstrates its trustworthiness.

The global report is based on insights from over 15,000 consumers and business buyers across 27 countries, including 650 respondents from India. In India, 94 percent of customers said that COVID-19 has elevated their expectation of digital capabilities and 95 percent said the societal role of companies is changing.

The report adds that while a string of crises has affected all facets of life, including a fundamental shift in how customers connect with brands, factors like empathy, personalisation, convenience, and digital transformation are the keys to customer relationships. According to a report by IANS, as these same customers re-evaluate the role of business in society, the notion of stakeholder capitalism is increasingly factored into purchase decisions. Vala Afshar, Chief Digital Evangelist at Salesforce, said in a statement said that regardless of who they market, sell, or provide service to, businesses are navigating a landscape they couldn’t have imagined at the beginning of this year. “A massive shift to digital channels isn’t the only challenge that leaders have to grapple with”, he said.

“Connecting customers at various touchpoints — digital, human, or other — to gain a holistic understanding is the first step on the path to resiliency and growth. They also need to listen and respond to customer demands for empathy and understanding, innovative products and services, and a fundamental rethinking of the role of business in society,” Afshar said.

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Marketing Sales

COVID-19 Impact: Meeting Customer Expectations Top Challenge for Indian SMBs Amid Pandemic

New Delhi, October 15: Amid the coronavirus pandemic in India, the small and medium businesses (SMBs) have been finding it challenging to bring innovative offerings to market, personalise customer engagements and keep up with demand when meeting customer expectations. A new report revealed that financial management is the top challenge SMB leader respondents personally face when growing their business. According to a study conducted by leading Cloud software company Salesforce, maintaining financial growth is the top challenge constraining future business growth. It added saying that meeting customer expectations is the top constraint on operations for SMB respondents in India.

The survey was conducted online by The Harris Poll on behalf of Salesforce. Sunil Jose, Senior Vice President, Salesforce India, said that while reduced customer demand is the top constraint on future growth, applying for financial assistance is the top consideration for the future of the business for the SMBs in the country. “Amid a challenging business environment, SMB leaders have displayed remarkable strength and resilience with only 16 per cent of SMB respondents in India expecting an entirely new structure post the pandemic,” the study said. “This demonstrates that SMBs’ in India are resilient and positive of business continuity ensuring they get back on track”, the study added.

A report by IANS said that while 30 percent of the SMB leader respondents in India expect business to be as usual, 48 percent believe it would be slightly modified. In addition to pre-pandemic challenges, the SMB leaders in India are now faced with operational restrictions, compliance mandates, and shifting customer expectations. However, SMB leaders remain optimistic about the future of their businesses globally, the report added.

It added further that even during the pandemic, SMBs are continuing to adopt new technology, with at least one in five SMB respondents reporting they’ve implemented at least one of the following technology solutions in the last six months, including email marketing software, customer service software, project task collaboration tools, or e-commerce software. “Globally, SMBs’ are at a critical juncture. The key to accelerating consumer demand and solving problems for scale, come down to how they leverage technology to deliver the best customer experiences,” Jose explained.

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Business motivation Strategy

Jio Platforms’ Success and Growth Gives Hope to Struggling Indian IT Vendors Impacted by COVID-19 Pandemic, Says GlobalData

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Hyderabad, September 1: Owing to the COVID-19 pandemic, many Indian IT vendors are struggling, having been affected considerably over the last few months. However, Mukesh Ambani-led Jio Platforms has transformed into a tech juggernaut during this hour of crisis.Global technology companies have seen a surge in their valuation over the past six months – with the most notable example being Apple passing the USD 2 trillion mark in market capitalization (MCap) value.

On the other hand, many Indian IT vendors are struggling as they have been largely affected by the COVID-19 outbreak. While traditional Indian IT services giants have been waiting to tide over the impact of the pandemic, Jio Platforms has transformed into a tech powerhouse. A study by GlobalData, a leading data and analytics company, stated that while it may be difficult for others to replicate what Jio has achieved, the interest in Jio will definitely augur well for other Indian technology companies at a time when enterprises across the world are gearing up for digitization.

Nishant Singh, Director of Technology at GlobalData, said that while Indian IT vendors seeing such stark contrast to global counterparts is unfortunate, this is just the nature of the IT services business model, which, in contrast to software, needs projects in the pipeline. “With the COVID-19 outbreak, enterprises halted all non-critical expenses, including plans to upgrade or transform their IT infrastructure. This has had an impact on Indian IT companies, since most of their revenues are from IT services”, Singh said.

He added saying that a lot of the faith in global technology companies comes from the fact that they have a pretty robust suite of intellectual property, including hardware, software and ecosystems that serve consumers and enterprises alike. “The growth in stock prices merely reaffirms that technology companies – primarily ‘Big Tech’ companies – are well poised to tide over the pandemic-induced recession”, he said.

A report by news agency ANI stated that big IT companies such as TCS, Infosys, Wipro and HCL have traditionally been IT services giants. The report adds that unlike their counterparts in the software space, IT services companies typically do not have a large stash of intellectual property, making it slightly difficult for the market to distinguish between the IT services companies. Despite these struggles, the near future should see the market showing more confidence in the traditional Indian IT vendors.

Singh further added saying with enterprises across the world now gearing up for digitization, Indian IT services vendors are set to witness a lot of action. Coupled with the market euphoria witnessed for Jio, the technology landscape in India will witness a drastic revival in investor confidence.

Jio Platforms Limited is an Indian digital services company. It is a subsidiary of Reliance Industries Limited which was established in 2019. The company owns India’s largest mobile network operator Jio and other digital businesses of Reliance. On 8 May 2020, Jio Platforms was reported to be the fourth largest Indian company by market capitalization. Since April 2020, Reliance Industries has raised Rs 152,056 crore (US$21 billion) by selling 32.97% equity stake in Jio Platforms.