By
Prabhat Mehrotra, AVP & Amit Derkar, Senior Director
DES – Movate

In the past few years, we have witnessed businesses changing at a warp speed with customer expectations at an all-time high, plus a challenging economy. The advent of cloud computing has radically transformed the landscape of enterprise business systems and the way business engage with customers. In this environment, businesses should effectively use digital technologies for cost optimization and improved speed-to-market.

Legacy CRM Systems Lack Flexibility, Scalability, and Fail to Deliver Business Value

While eager to explore this paradigm, organizations can get held back by their on-premise COTS (commercial off-the-shelf) packaged and bespoke CRM applications and cannot offer business owners enough agility and confidence to continuously evolve with the pace needed to remain competitive in the market.

Over the years, these legacy CRM systems have become difficult to maintain due to non-modular application architecture, hard-coupled systems and dependencies, lack of interoperability, non-intuitive user experience, low automation quotient, lack unified 360 view of customer, and difficulty to scale. In many cases, they may not be suited to providing the agile, social, and mobile environment that the lines of business require.

Modernizing the legacy CRM to cloud-based platforms, like Salesforce, helps businesses lower costs, increase productivity, and drive efficient growth while enabling rapid innovation.

A Modern CRM System is Scalable, Efficient, Cost Effective and Accelerates Value Realization

The modern CRM system leverages key technologies like Cloud, APIs, DevOps, Microservices, Automation, and Containers. A few key trends driving the modernization of the legacy CRM to modern CRM include the convergence of big data analytics and CRM, omnichannel customer engagement, AI application in CRM, automation, Mobile and Social CRM, and seamless integration with other enterprise systems using APIs and self-service.

As a result, CRM capabilities are continuously evolving to deliver business value to enterprises.

For any company that wants to modernize its legacy CRM applications, Salesforce is one of the best alternatives to be used. However, making CXOs/stakeholders understand the challenges, business benefits, and adaptation methods is equally crucial. But replacing them can also be a costly and time-consuming exercise.

Key Challenges in Modernizing Legacy CRM Systems and Potential Solutions

Most of the organizations are modernizing using Cloud-based CRM platform with Salesforce being the topmost contender; however, migration from legacy systems to CRM has never been easy and most of the organizations realize and learn the hard way during the modernization. A successful migration is challenging, but with a robust and test-focused migration strategy and the right partner, one can overcome challenges ensuring a seamless and time-bound modernization. Some of the challenges and how organizations can address them while migrating are listed below:

Modernizing Legacy CRM Systems Using the Salesforce Cloud

Traditionally, CRM has been about establishing a relationship with customers. Today, it is all about creating a hyper-personalized experience for customers anytime, from anywhere. Companies want to ensure every customer interaction is a personalized experience that provides value and makes it easier to do business with your company.

Salesforce, a customer-facing business application/platform, can solve complex business problems. It provides helpful insights into customer behavior and needs through customer data analysis. It brings Sales, Service, Marketing, Commerce into one 360 view. By bridging the gaps between data silos from different departments, Salesforce provides a holistic view of every customer interaction with a brand, thereby boosting CX. It offers a secure and scalable cloud platform. According Salesforce, companies that switch to Salesforce CRM see an average 25% increase in revenue and a 35% jump in customer satisfaction. It increases sales by 29%, sales productivity by 34%, and 74% of users notice that CRM use gives them better access to client data.

Organizations modernizing their CRM systems should select the right service provider who can help them on this journey with best practices and accelerators to turn the challenges into gains while migrating legacy CRM to Salesforce CRM.

• Conduct a Thorough Due Diligence – A lot of due diligence should be done to understand what Salesforce CRM can offer, its benefits, and the Return on Investment over a period. This is typically done through an assessment or a consulting workshop before even planning for migration.

• Adopt a Collaborative Governance Approach – Create a robust project plan and embed a Delivery Architect on the customer’s side to liaison between the customer and back-office teams and help manage the stakeholder expectations.

• Deploy a Right Project Team with Right Talent – A project team should consist of Functional Architect and Technical Architect from the Legacy CRM side, Data Architects, Application & Technology Architects at the service provider side, Program and Project Managers, Business Analysts, Change Managers, Technical Team, and a robust Quality Assurance team.

• Enable Continuous Improvements – Use data, AI and automation to enable continuous improvement in CRM process by automating workflows, using AI to drive personalized and contextual insights for end users and business leaders as well as continue to enhance the modern CRM with new functionalities as required by business stakeholders.

To summarize, modernization of CRM systems should not be rushed at the cost of price, timeline, and schedule; instead needs to be planned meticulously and collaborative with all stakeholders. The safest bet is to find a reliable and trusted Salesforce partner to help you on this journey.

We at Movate have pre-build frameworks to help companies successfully migrate their Legacy CRM to Salesforce and have SME capability and experience. When you need to be on a scalable CRM platform and access features and functionalities that make life easier for your sales and service teams, think Movate. For any questions, please feel free to reach out to <prabhat.mehrotra@movate.com>

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The past few years have witnessed the rise of the digital transformation market, predicted to surpass the trillion-dollar market size by 2025, according to an IDC report (and let’s be honest, it’s only getting started). Nevertheless, companies are still struggling to reach their estimated returns on digital transformation investments. Unlock the potential of experience-driven digital transformation to maximize ROI technology and value returns from your technology investments.

A Deloitte report points out that 70% of digital transformation efforts fail. The reason? Organizations are focusing on short-term goals to create operational efficiencies quickly and reduce costs and not taking customer experience seriously enough. Rising customer expectations are increasingly placing more demands on every product, service, and experience, which should be one of the driving forces of your digital strategy.

The future of digital transformation is experience-driven. Industry leaders realize that creating systems that deliver unmatched always-on customer experiences; can drive incredibly consistent revenue and bring higher returns than high-performing marketing campaigns.

Challenges in digital transformation

In my conversations with leaders from businesses of all sizes, I have found consistent themes that can make or break digital maturity journeys:

Ad-lib change management: Often, in the excitement of doing something new, we fail to plan for the impending change and its impact. Therefore, we hear more stories of proof of concepts and pilots compared to real sustained transformation at scale. Digital transformation inevitably changes how organizations work, and organizational change is not a one-time event but a continuous process that cannot be an afterthought. It needs to be strategized and planned on Day 0. Transformation initiatives fail when they come as a shock to customers and employees and they are not aligned with and prepared for these changes.

Copy-paste transformation strategy: Like change, customer preferences are not static but contextually dynamic and rapidly evolving. It is a recipe for disaster if you think what’s worked for others will work for you and neglect your customers’ unique context. The predominant motive behind most transformation efforts is cost savings instead of and sometimes at the cost of customer experience — this is where I have seen a significant chunk of the ROI take a dip.

Budgetary myopia: Adopting digital technologies is a cost-effective route in the long term, but what it isn’t is a pocket-friendly investment. Or so it seems. Focusing digital strategy solely on solving for cost is like using a sledgehammer to crack a nut. It will never be a wise decision. The true potential of digital transformation is a business transformation that leads to better systems, a productive workforce, and happy customers. Moreover, the cost of failure to adapt to the digital wave should be far more concerning. I have seen that setting SMART short-term and long-term goals across quality, operations, product performance, employee experience, customer experience, and business metrics is a better way to gauge digital success and cost.

Maximize digital transformation returns through a customer experience-driven approach

Of all the success parameters I mentioned earlier, experience parameters are the most underrated. We live in the experience economy, where experience is everything and everyone talks of customer centricity. And yet how well do we understand our customer journeys and design digital interventions to improve them? Driving customer experience across their journeys should be the goal that unites everyone within the company, from the accounting department to the sales team. Here are my top five takeaways for getting the highest returns from your company’s digital investments:

1. Align change management to the purpose

To ensure the success of your digital initiatives, align them with your organization’s purpose and (over)communicate that purpose and the need for change to customers and employees at each level. The intent and language around change should focus on driving better customer experiences. Customers welcome and embrace any change that benefits them. Find avenues to involve them, for example, through a customer champion network or a customer advisory board, to build and demonstrate a continuous improvement culture.

2. Invest in human-centered digital design

Harvard Business School defines “human-centered design as a problem-solving technique that puts real people at the center of the development process, enabling you to create products and services that resonate and are tailored to your audience’s needs.”

It keeps users’ wants, pain points, and preferences front of mind during every phase of the process. And in turn, build more intuitive, accessible products and services that are likely to have a much higher success rate.

Technology is, no doubt, the cornerstone of digital transformation. But successful organizations build technology-enabled experiences, which form the bones of their business goals, strategy, and vision. Design a scalable, flexible technology infrastructure that includes automation, AI, intelligent reporting, and analytics to develop products and services aligned to customers’ imagination and deliver sophisticated, versatile, personalized experiences.

3. Re-imagine business processes

Breaking down silos from product design and operation to customer support is one of the key steps to enjoying valuable outcomes. Re-imagine your business processes from the lens of creating seamless experiences and blend people, processes, and technology to form an integrated roadmap. Engaging emotions and delighting customers are goals not just for the marketing or sales team – but for the entire organization. And for that, keep customer experiences at the heart of all your business processes.

4. Leverage agile methodologies

Keeping up with customer needs means designing experiences equally fast. And this hinges on the ability to adapt and speed up delivery times. This is where agile methodologies become crucial. Organizations prioritizing exceptional experiences have processes, measurement capabilities, reporting frameworks, etc., that are agile, with the ability to tell you what’s effective, what isn’t, and what to expect, enabling a continuous evolution. This means you are always building experiences aimed at delight and satisfaction.

5. Track and measure ROI holistically

As I mentioned, measure your experience-centered digital transformation’s impact across short-term and long-term horizons across holistic parameters. These parameters could include business KPIs, such as revenue, profits, and customer lifetime value, product KPIs such as customer acquisition, usage, engagement, churn, and satisfaction; or organizational performance KPIs, such as employee productivity and operational efficiency. Think forward and measure what is important to your business in the present and the future.

The Bottom Line: Invest in Delivering Experiences to Succeed

The rising awareness and unpredictable market conditions have led businesses to adapt to a human-centered approach to deliver exceptional customer experiences across all touchpoints, streamline their back-end ecosystem to facilitate that and consequently achieve better business outcomes.

Companies that invest in experience-driven digital transformation and shift to a more customer-centric business approach will always have the upper hand in this new wave.

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Forrester’s 28-criterion evaluation of Modern Application Development (MAD) services providers identified the 14 most significant ones. Movate (previously known as CSS Corp) finds a spot as a “challenger.” The Forrester Wave: Modern Application Development Services, Q3 2022 report evaluates the service providers that matter most and how they compare to each other. Midsize providers with revenue of less than $1 billion who specialize in both modern product development and modern development transformation are the focus of this Forrester Wave. The report helps technology architecture and delivery professionals select the right provider based on their requirements.

Transforming Software Development

According to the Forrester report, MAD services “focus on delivering modern digital software products that leverage the coolest and most modern technologies for great and differentiating [CX]”. But this is not the end of it. The report advises that clients also desire to improve their self-sufficiency in their software development, and they seek to learn modern development practices and techniques. Success for MAD services boils down to the value plus the ability to maintain or improve the solution over the long horizon after the service provider’s guidance period is over. Forrester delves into how customers should look for providers who build great products, focus on outcomes and business value and apt contracting, and those providers who can transform the organization.

Vendor Evaluations

Coming to the evaluation aspect, Forrester Wave highlights Leaders, Strong Performers, Contenders, and Challengers. The assessment covers the top vendors of the market and not the entire vendor landscape. Besides this evaluation, the report encourages clients to check product evaluations and adapt criteria weightings using the Excel-based vendor comparison tool given under supplemental resources, available to Forrester clients only. Analysis of vendor offerings tabulated scores on a scale of 0-5 (weak to strong), and vendor profiles detailed the strengths and weaknesses of all 14 service providers.

How Movate Stacks Up

Forrester mentioned Movate’s (previously CSS Corp) rebranding exercise and positioning more as a digital engineering services company. Standing in the “challengers” segment, Movate emerged as a general systems integrator and has expanded its footprint across Europe, including Poland and Romania in the EU. Movate is addressing its skills gap in the industry by focusing on low-code or no-code platforms for application development. The report stated the engineering focus on DevSecOps and mentioned the platform CONTELLI, which integrates several open-source components for extensions.

The detailed report is available for individual purchase, or Forrester clients can log in to access the report.

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Execs In The Know | January 19, 2023 | CX Trends in 2023

In the last three years, the pandemic and economic headwinds changed the world radically and transformed the entire digital customer experience (CX) ecosystem. With the rising economic uncertainty and dire need to engage customers anywhere they prefer, enterprises are pushed to move away from their legacy systems and accelerate the adoption of next-gen technologies to transform their CX value chain.

A PWC report tells us that in the post-Covid world, 59% of customers said they care about CX. Hence in 2023 and beyond, enterprises will continue to focus on enhancing CX through data and analytics, customer journeys, the voice of customers, and intuitive automation. But, with lower demand and pressure on margins, enterprises will also focus on pruning efforts that are not bringing any business value.

Amidst these market forces, will 2023 be the year of reckoning for CX? It may well be, given the five key trends we see evolving over the next year.

1. CONVERSATIONAL AI TO LEAD THE CONVERSATIONS

According to Gartner, 70% of workers now interact regularly with conversational platforms.

We expect this number to rise in 2023 as enterprises adopt conversational artificial intelligence (AI) solutions to blur the line between agent-led and chatbot interactions and enable customers and agents to engage in more complex exchanges with digital assistants.

To drive customer satisfaction and make each experience memorable, enterprises will invest in creating AI personas for their conversational AI solutions, bringing relevancy and transparency to the customers and their conversations. Additionally, we will see enterprises using thousands of data points to improve chatbot features, navigation, and customer experience.

As we move along, we will see even more disruptions in the conversational AI space. Gartner expects that 40% of enterprise applications will have some form of built-in, more conversational AI by the end of 2024. And Juniper Research indicates that chatbots would save a staggering $11 billion in costs by 2023.

2. EMPATHY-DRIVEN CX THAT BOLSTERS RELATIONSHIPS

Despite the broader prospect of conversational AI adoption, chatbots still need to prove that they can create great CX experiences. A Zendesk CX Trends 2022 report highlighted that 60% of the customers were disappointed with chatbots as they lacked empathy. The solution? More conversational, empathetic AI.

It’s clear that customers crave authentic, individualized, and personalized conversations to drive their experience, and 2023 will be the year of reimagining natural human connection and delivering empathy at scale.

Empathy-driven CX across all forms of customer engagement is the answer. Forrester’s research shows that over 70% of customers want a more personalized online shopping experience. To achieve this, enterprises will offer an elevated, intimate level of personalized experience
at every customer touchpoint by leveraging integrated CX solutions, persona-based conversational AI, and data-driven customer insights. Leading tech enterprises can further strengthen their CX delivery by leveraging their passionate product users and advocates to provide empathetic support in a gig model.

Most enterprises will gather more intelligence across the entire CX ecosystem, empower teams to create customer-centric products and services using AI, ML, and NLP, and develop intuitive product recommendations and chat experiences.

3. METAVERSE — AN EXTENDED CX CHANNEL

Until now, the metaverse has been a concept more than a reality due to its complexity. Nonetheless, everyone has acknowledged its potential to revolutionize how customers and enterprises communicate, socialize, and consume products and services.

Many top brands have launched their metaverses in the last two years, including Nike, Adidas, Hyundai, BMW, Samsung, and Verizon. The metaverse will continue to gain attention as enterprises would not want to fall behind or miss out altogether on this fascinating trend. At the same time, because of the looming economic volatility, enterprises will be cautious while investing in the metaverse and focus on the use cases that can deliver assured ROI. In 2023, businesses will gradually move from the exploratory phase toward more real-world use case implementations and start creating valuable and integrated immersive experiences for their customers.

In the world of CX and support, metaverse as a new, extended channel can add tangible business value and would be one of the leading use cases in 2023. Consider this: Gartner predicts by 2026, 25% of people will spend at least one hour a day in the metaverse for work, shopping, education, social, and entertainment.

There are immense possibilities for brands to leverage the metaverse in the context of CX — virtual guides, immersive shopping, virtual learning, avatar-based support, and so on. It will not only transform the interaction in the real and digital worlds, but also provide strategic opportunities and innovative business models. It is just a matter of time before the metaverse becomes an integral part of the overall customer experience.

4. THE RIGHT TIME TO INCREASE CX OUTSOURCING

According to a KPMG survey, 91% of U.S. CEOs anticipate a recession in 2023. Therefore, enterprises are looking for ways to reduce costs, de-risk, and sustain business growth. One of the ways is with CX outsourcing. This year, enterprises will move to new-age CX providers to deliver a superlative experience and to lower overall costs.

As per a NelsonHall report, by 2026, the total CX services market will be around $116 billion and grow at 5.2% CAGR. With the rising economic turbulence and meeting ever-changing customer expectations, this is the right time to leverage CX outsourcing services across the customer experience value chain. It will enable companies to fill the gap during unexpected demand spikes and optimize and automate CX cycles and shortages of skilled talent.

With cloud-based contact centers and exciting advances in CX technology, service providers can drive hyper-efficiency and growth for enterprises. Additionally, CX outsourcing will reduce the cost of talent onboarding, enterprise spending on infrastructure and utilities, and building a maximally adaptive, resilient, flexible, and agile workforce to scale as per the demand.

5. RISE OF GIG-ENABLED SUPPORT MODELS

Gig models have gained momentum recently with the growth of internet-backed digital platforms that facilitate easy access to gig work. Today, with technology-enabled gig work, platforms are flourishing. It is estimated that there are as many as 1.1 billion gig workers worldwide, with over 55 million in the U.S. alone. A research study from TSIA partner Kantata found that more than 50% of Millennial and Gen-Z workers have considered becoming freelancers or contractors.

The upward trend of gig work will also reflect in the CX industry. Enterprises will find that they will have to pay increased attention to Gen Z’s expectations of work — it must be flexible and rewarding.

In 2023, more brands will leverage gig-based support models to provide world-class customer support 24/7, while managing demand fluctuations. As new waves of the pandemic threaten to hit us, early adopters of gig-based support will prove to be more resilient against its impact. Leading companies will explore advanced models like Movate’s blended gig-enabled support model. This is a one-of-a-kind model that offers the flexibility of the gig industry and the resilience of a full-time support ecosystem. Moreover, it leverages the product’s existing users to provide high-quality, empathetic support for complex issues, enables brands to manage surges in contact volumes efficiently, and drives tangible cost savings.

A flexible, fluid workforce will be vital for businesses to scale and downsize as required. Frontline gig workers will work with advanced technologies and the existing workforce, resulting in an enhanced CX.

DESIGNING GREAT CX EXPERIENCES IN A MUST-HAVE

Experience is everything today, and great customer experience is key to building trust, loyalty, and a strong connection with a brand. Customer-centric enterprises know that designing great CX is not a “nice-to-have” anymore, but a “must-have.”

From AI to machine learning (ML) to hyper-personalization to the metaverse, enterprises will leave nothing unturned. As per recent Salesforce research, 89% of customers are more likely to make another purchase after a positive customer service experience. We live in the era of digitally savvy customers who are empowered and willing to make choices based on their interactions on different channels. Brands will be listening to their voice more closely than ever. In 2023, it will be the year of rediscovering CX and placing the customer back as the focus of all business.

Additional Resource

• E-Book:  Top CX Trends 2023

*This article was written by Sid Victor, Head of Support Services, Movate, and originally published on Execs In The Know (EITK). Click here.

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We are excited to announce our partnership with Palo Alto, which is a leader in the global cyber security space worldwide. With the help of the PANW Partner Program, services partners like CSS Corp can successfully provide end-to-end installation, implementation, and integration of Palo Alto Networks’ security platforms and frameworks by getting access to different pre-sales, sales, and post-sales capabilities. This partnership combines the preemptive support towards threats and vulnerabilities and the managed service model of CSS Corp with Palo Alto Networks’ industry-leading multi-cloud cybersecurity solutions and end-to-end zero trust implementation services.

Palo Alto’s NextWave partner program identifies high-performing partners every year from more than 65,000+ partners who can assist in developing comprehensive solutions for reducing the risk of doing business across the globe and in a wide range of industries. As such, partners’ achievements in the program are proactively monitored and annually assessed. Based on this assessment, companies like CSS Corp become eligible for the partnership tier as innovators.

In this partnership, any customer can not only deploy Palo Alto Networks’ extensive product capabilities but can also expedite any mission-critical deployment using CSS Corp’s improved assistance, complete security advisor, and almost 25+ years of experience in delivering several mission-critical projects reliably to Fortune 500 players across different clouds, networks, and integrated workspaces. As part of the program, CSS Corp has done several trainings and product demos to develop its pre-sales, post-sales, and product delivery capabilities stage to successfully deliver, install and build services around Palo Alto Networks’ integrated security platform, especially in the growing SASE* market.

With this one-of-a-kind partnership, businesses can confidently follow a digital-first strategy and take on technology initiatives, such as cloud and mobility, that revamp their IT environments while giving their employees more freedom, all while preserving the visibility and control necessary to safeguard their valuable data and critical control systems. As a proud Palo Alto Innovator partner, CSS Corp has the skills and experience to strengthen your cybersecurity posture.

Faster and Improved Customer Service CSS Corp has been a leader in customer service for more than two decades now and supporting Palo Alto’s products is a natural extension of this legacy.CSS Corp’s innovator partner level offers an extra safety net to ensure that you get quick resolutions to your concerns.

Complete Security Solutions to support every business need-. A comprehensive security orchestration, automation, and response (SOAR) platform from Palo Alto Networks called Cortex XSOAR combines case management, automation, real-time collaboration, and threat intelligence management to support security teams across the incident lifecycle. Cortex platform combines well-known threat detection, prevention, attack surface management, and security automation features. It can go a long way toward creating a Security Operations Center (SOC) that is effective, adaptable, and quick to act in response to a threat environment that is constantly changing. Palo Alto Network’s products like Cortex XDR offer visibility, security, and operational efficiency, unmatched in the market as the first extended detection and response platform.

Specialized product support with Certified Professionals

With CSS Corp as your partner, you’ll also access specialized support centers for products like Prisma Cloud, Cortex, and Next-gen firewall. These products take time to master, and by having a Palo Alto partner, you can let go of the pressure of managing various aspects of your solutions (as we also have a team of PCNSE, PCNSA, PSE Strata, Amplified Sales Fundamental, and Cyberforce certified engineers).

Feel free to reach out to us for a free demo or to learn more about this partnership.

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We are delighted to announce that CSS Corp is a Certified Microsoft Gold Partner. Only Microsoft partners with a track record of successful, high-quality projects across many business sectors and industries are granted this badger. The Gold Partner status demonstrates our experience and expertise in Microsoft solutions.

Microsoft Gold Competencies like Cloud productivity, Data Analytics, Cloud platform, Modern Workplace Collaboration services, and Security are aligned to the customers’ needs. It lets partners like CSS Corp demonstrate their areas of technical capability and help customers modernize their infrastructure with products like Azure, Microsoft Office 365, Windows Server 2019, SharePoint, etc.

For gold competencies, partners must maintain these certified experts exclusively to every Microsoft competency, assuring a particular level of certified staffing competency, and qualify for these examinations to demonstrate their technical and business understanding. Furthermore, partners must provide client references to showcase successful projects and qualify technological and sales evaluation criteria.

Microsoft Partners with a Gold Competency are acknowledged for their dedication to strengthening customer connections by providing their clients with cutting-edge and efficient business solutions. Microsoft’s certification procedure for partner businesses is rigorous. It necessitates frequent auditing to ensure that partner businesses maintain and offer their clients a high level of expertise, proficiency, and experience.

With our Gold Competencies, you can be assured that CSS Corp

There are five key benefits that you’ll get if you utilize CSS Corp, which has Microsoft Gold Partner competencies.

Certified Professionals Our professionals have qualified for Microsoft training courses, specializing in Microsoft products. Each Microsoft partner can get a certification in different Microsoft products, and you can choose which Microsoft partners work best for you. By choosing CSS Corp, you’re putting your business in the hands of people who know what they’re doing.

• Fast-tracked customer service 

With its Microsoft Gold competencies, CSS Corp can leverage fast-tracked customer support, as any issue with the Microsoft product will be prioritized by Microsoft. The Microsoft partnership provides an extra safety net to ensure you get quick resolutions to your concerns.

• Specialized products and cloud support 

As a Microsoft Gold partner, CSS Corp will access specialized support centers for products like Azure.

• Individualized advice from Microsoft advisors 

An individual advisor from Microsoft will go through the company’s questions and provides insight on what they can do to improve the tech, sales, and marketing strategies.

• Updated quality-assured business 

You’ll get the assurance that you’re dealing with a company updated with the current trends of Microsoft products, as well as a company that consistently maintains the knowledge and skills of its staff.

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We are excited to announce that CSS Corp, a leading global provider of customer experience (CX) and technology services, has joined Ivanti as a strategic partner. Ivanti, the leading automation platform, Ivanti Neurons, which finds, controls, secures, and maintains IT assets from the cloud to the edge.

By making every IT connection smarter and more secure across devices, infrastructure, and people, we hope to assist businesses in accelerating their IT automation and enabling a productive “Everywhere Workplace.” This collaboration will use CSS Corp’s experience in integrating, deploying, and creating next-generation value propositions for customers and Ivanti’s distinctive and highly regarded Neurons Platform.

CSS Corp has been assisting businesses of all sizes to achieve commercial success with its more than two decades of experience in IT consulting and managed services, working with product and platform businesses across verticals and providing distinctive business engagement models. A 360-degree perspective of businesses operating inside the IT ecosystem is made possible by the industry-leading Ivanti Neurons Platform, which links enterprise service management, cybersecurity, and unified endpoint management solutions.

In a recent press release, the leadership shared their views on how this partnership will leverage both companies’ resources, technologies, expertise, and market presence, thereby allowing customers to benefit from their complementary strengths and next-gen value propositions. This platform empowers users by offering self-service alternatives and enables devices to self-heal and self-secure in the age of work from anywhere.

For IT businesses, the combination of CSS Corp’s domain knowledge and market reach with Ivanti’s distinctive Neurons platform—which enables real-time visibility, operational intelligence, and hyper-automation—delivers game-changing outcomes. “In recent times, we have seen a steep spike in enterprises shifting towards digital-first business models, cloud-native operations, and leveraging new tech like AI, ML, and deep analytics. With several working models and networks with fluid boundaries, there have been rising cyber threats and IT complexities, making it imperative for organizations to manage their IT ecosystem effectively. With Ivanti, we aim to help businesses invest efficiently in IT infrastructure automation to offer incredible user experience, increase productivity, and liberate IT from the shackles of slow and complex workspace processes. Together, we will help enterprises maximize productivity and reduce IT risks at scale,” said Ajay Tyagi, Executive Vice President, CSS Corp. 

“With Ivanti’s unique leadership position in providing a converged solution portfolio globally, serving customers’ needs around digital employee, device, and security experience, we are very excited to partner with CSS Corp and leverage their global experience in delivering this experience, at scale, to our global ecosystem of customers and theirs. Ivanti’s hyper-automation platform to self-heal, self-secure, and self-service from cloud to edge along with CSS Corp’s hyper-focus in delivering this experience at scale makes a great partnership between our organizations, “stated Al Arun, Senior Vice President and Chief Customer Officer, Ivanti.

“We are thrilled to partner with CSS Corp to enable and secure organizations in the Everywhere Workplace,” said Craig Osborne, Regional Vice President of Partner Sales in EMEA. “Forging a strong relationship with strategic partners in the channel is a priority for Ivanti as we continue to deliver innovative solutions that enable and secure a hybrid workforce. We believe that our partnership with CSS Corp will be mutually beneficial to meet customers’ needs and tap into new markets.”

To explore more, feel free to reach out to us for a free demo or to learn more about this partnership.

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Movate (formerly CSS Corp) ., a leading global customer experience and technology services provider, announces its status as an Adobe Bronze Solution Partner. This partnership will help CSS Corp’s global customers in the FMCG, BFSI, and EdTech sectors to enable their digital transformation journey.

The Adobe Solution Partner Program is an ongoing effort by Adobe to unite organizations with the same commitment to bringing exceptional services to a wide range of clients. In other words, the Adobe Solution Partner Program focuses on helping clients achieve their goals and scale their businesses to new heights by employing the extraordinary suite of Adobe Solutions.

Adobe’s Bronze level partnership program is for companies that meet all the criteria to be an Adobe Solution Partner and offers extended benefits through the program. Adobe makes it a top priority to equip all its partners with tools and resources to cover every business need, from individual employee training to sales and marketing materials.

The ecosystem of Adobe’s partners includes verified services, qualified professionals, and technology and strategic partners. This guarantees that our clients can depend on our collaboration to thrive with Adobe’s varied product line. The Adobe Solution Partner Program is designed for companies that use Adobe digital technologies for implementations, technological innovations, solution development, system integration, and creative services.

Some of the community benefits that Adobe Bronze Solution partners can take advantage of are access to Adobe’s partner portal, on-demand training, Limited Sandbox access, Deal Registration with financial benefits, Partner Directory listing, discounted Adobe Digital Learning Services training, Partner badge, free certification exam vouchers, Adobe Campaign, and Adobe Experience Manager downloads, etc.

Benefits of Adobe’s Bronze Partnership:

• A comprehensive marketing and sales resource collection is always available to enable digital transformation.
• We have certified Adobe Solution Architects who regularly update themselves with the best that the Adobe ecosystem offers using its on-demand training through webinars and Adobe Demo Hub.
• Our Adobe developers are always in tune with the latest by regularly participating in global pre-release tools and beta events.
• Besides this, as Adobe has several tools and digital platforms, we encourage our resources to take additional specialized certifications and learn more about augmenting the capability of existing products using post-deployment integration.

With our bronze partnership with Adobe, we look forward to sharing our business expertise and product knowledge and giving our customers a real-world digital experience. It is one of our focus areas for any digital deployment to enable a first-time-right and highly customized end-user experience.

Feel free to contact us for a free demo or to learn more about this partnership.

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Leadership is the capacity to translate vision into reality – Warren Bennis

If there was a person who personifies this quote, we firmly believe it is Sunil Mittal, CEO, CSS Corp. We are pleased to share that CSS Corp CEO, Sunil Mittal has won the Gold Stevie award in the ‘Executive of the Year – IT Services’ category at the 19^th Annual International Business Awards® (IBAs) 2022. He has won this award for executing a turnaround of the company and setting it up across functions for future success.

“This award is a testament to the great leadership and performance-driven culture Sunil has built across the organization.”

Under Sunil’s leadership, CSS Corp has achieved a robust and sustainable growth trajectory of 25%+ growth and has been also impressing customers and industry analysts with its innovation ecosystem and resilient operations. With many more exciting initiatives in the works, the organization looks set to continue its upward march on its journey of partnering enterprises on their growth journeys through a digital and insights-driven ecosystem.

Recently, Sunil was named “CEO of the Year” by CMO Asia Awards 2022 and has also been awarded with a Silver Globee® at the CEO World awards in the category of “CEO of the Year – IT Services.” These recent credentials are positive early endorsements for Sunil as he sets up the organization for its next level of profitable and sustainable growth.

Recent Highlights at CSS Corp

• CSS Corp grew at 28% despite the disruption in 2021
• Crossed 10K employee milestone by doubling the headcount in the last 3 years; stands at 11.5K today
• Made an acquisition after a decade – OnDemand – a gig services platform, game changer in the CX industry
  • Along with 11,500+ employees, we now also nurture a network of ~6,000 gig experts across 60 countries speaking over 100 languages.
• Invested tremendous effort in building an ecosystem that encourages DEI & ESG values, no-door policy and flat hierarchy, where individuals can freely voice their opinions.
  • Rolled out policies for the specially-abled, LGBTQIA+ community, women employees, etc. to create a diverse workforce.
• Increased representation of women in the company; working towards the vision of a 50% diverse workforce (currently at 36%)
• Expanded operations by launching delivery centers in Romania and Colombia
• Received impressive investment from Morgan Stanley and Onex Falcon
• Launched/Revamped 3 new AI-led platforms, all of which have Stevie awards in the last 2 years
• Pioneered unique outcome-based and gain-sharing commercial models– much appreciated by clients
• Covid Care for employees and their families
• Encouraging ESG and sustainability culture – a member of UNGC since 2014

With Sunil at the helm, CSS Corp has emerged as a credible and robust player that’s disrupting the industry with its premium IT services, differentiated value propositions, and disruptive AI-led platforms, and is well-positioned to sustain the growth momentum in the coming years. Kudos to our CEO, Sunil!

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Movate (formerly CSS Corp)  has been recognized as the “Most Admired IT Company of the Year” at the 9^th edition of the Golden Globe Tigers Awards 2022. The awards gala was held in the Pullman Kuala Lumpur City Centre Hotel, Malaysia in the month of June. This awards program salutes remarkable business leaders and organizations for their continuing commitment to excellence by developing best practices and innovative strategies to help shape the Asian economy. The awards jury hailed CSS Corp for an array of admirable differentiators and achievements that hold the organization in high esteem.

Let’s break down each of the differentiators:

• Championing the employee-first culture: The industry-acclaimed RESILIENCE framework and CHEER framework exclusively developed for the New Normal has been instrumental in upping employee morale and positivity. The team launched employee assistance programs like mindfulness sessions, access to telemedicine services and dedicated 24/7 counselling support. CSS Corp rolled-out the SAFE framework to safeguard global employees and their families, an intra-company COVID-19 App, and round-the-clock Doctor-on-Call helpline service.
• Best-in-class people policies: The leadership has been instrumental in fostering a culture that promotes a flat hierarchy with a no-door policy. Employees are free to voice their opinions openly and often, irrespective of their gender, orientation, or generation. There is an elaborate rewards and recognitions program, 360-degree feedback mechanism, buddy/mentor for new joiners, zero-tolerance to workplace or sexual harassment and various other initiatives that help employees feel at home.
• Defenders of D&I: CSS Corpians are at the heart of the “most admired company.” The leadership has led the march in implementing several policies and frameworks that promote D&I. 
  1. W25, a Women Leadership Mentoring Program that brings together budding women leaders and helps them become the leaders of tomorrow 
  2. ASHP (Anti-Sexual Harassment Policy) with a zero-tolerance toward sexual harassment 
  3. WIN (Women Initiative Network) promotes career development through mentoring, events & networking. Special policy for specially-abled people.

Inclusive hiring practices are leading the company toward a 50-50 gender balanced workforce.

• High on ESG: CSS Corp’s policies are designed to seamlessly integrate CSR and sustainability into business processes. Since 2014, the team has been committed to the ten principles of the UNGC by supporting its efforts to ensure business practices are built on equality, sustainability, and human rights.

In 2021, CSS Corp’s environmental strategies:

• Reduced GHG emissions across delivery centers
• Prevented axing of trees in neighboring vicinities
• Dropped electricity consumption across offices
• Disposed e-waste via regulated agencies

• Deploying new-age tech: CSS Corp has strategically invested in broadening digital capabilities. Cutting-edge digital technology solutions including AI led cloud-based customer experience transformation platform, CSS EDISON® and CSS Contelli®, AIOps platform, take an outcome-based approach and leverage best-in-class cognitive RPA, AI, Automation, augmented reality, and advanced analytics to revolutionize the IT support and services. The in-house enterprise insight system called COEUS increased employee productivity and improved customer support.

• Leveraging unique models: CSS Corp’s transformational business models entail innovative commercial outcome-based and gain-sharing models. While many IT services companies are hesitant to provide these models, CSS Corp’s unique engagement models take a skin-in-the-game proactive approach instead of a break-fix approach of traditional engagement models. Performance-based commercial models imply “paid” or “penalized” solely on the end outcomes.

The common thread running across success stories is the transformative outcomes of unique engagement models. It’s a shift from traditional FTE-based pricing to a managed services partnership model with outcome-based commercials. Take for instance the scenarios where payment is based on the number of monthly active subscribers of a service provider. CSS Corp’s models ensured a notable spike in the number of active subscribers.

CSS Corp scores high on a host of noteworthy achievements

• Accelerating the growth curve: CSS Corp stands as the only services company that can tout a robust growth rate during the pandemic. With new deals and logo wins under the belt, the growth journey is attributable to the company’s disruption of the CX landscape via a unique intersection of industry-leading proprietary solutions, resilient operations, and innovative business engagement models.
• Bolstering operational Resilience:CSS Corp’s enduring resilience was possible by proprietary RESILIENCE Framework, which helped implement work from home for all employees across 18 global locations by March 23, 2020. The proprietary CHEER Framework ensured employee wellbeing and sunk attrition levels to an all-time low. The leadership led CSS Corp to become the first service provider in the tech services industry to achieve a 100% productive WFH model within March 2020 for over 8,000 employees back then. The team follows a combination of hybrid and remote work model today.

While many IT services companies introduced pay cuts, CSS Corp rolled out annual increments, variable pay and promotions in April 2020.

• Driving uncommon biz outcomes: Apart from best-in-class people skills, CSS Corp brings the industry’s most powerful technology platforms to the table. Recently, the customer experience platform, CSS EDISON was ranked #1 in the world among all IT services firms by HFS Research. This unique capability guarantees outcomes for clients by fusing technology and services together. Through digital proprietary solutions, CSS Corp delivered superlative outcomes for clients.

Case studies include spurring customer demands for a global telecom provider and driving up revenue for a top OTT streaming provider.

• Ushering in next-gen CX: Recently, CSS Corp acquired OnDemand, a unique CX platform that taps a global network of gig experts through a unique freelance model.

Stellar Highlights of FY20

Despite the pandemic-induced disruption, CSS Corp chugged along a robust and competitive run rate. Here’s a quick run-down.

1. Crossed the 10K employee milestone by doubling the global headcount in the last 3 years; The current headcount (12,000+ as on writing this blog) continue to work-from-home.
2. The team organized free vaccination camps, rolled out employee-friendly initiatives such as intra-company COVID-19 App, Doctor-on-Call (24/7) helpline service and employee assistance programs.
3. Through comprehensive employee engagement initiatives, churn during 2020 and 2021 hit an all-time low.
4. CSS Corp expanded operations globally by launching new delivery centers in two countries, Romania (EU) and Colombia (LATAM) in 2021.
5. Global Strategic Partnerships are evolving and witnessing high traction over the years. Alliances with a host of leading partners continue to add value and contribute toward growth.
6. Morgan Stanley and Onex Falcon invested in CSS Corp.
7. Launched 3 new AI-led platforms. All proprietary platforms received industry accolades.
8. The team pioneered innovative outcome-based and gain-sharing commercial models that were unexperimented before. The team delivered on the promise of these innovative models and received a flurry of appreciation from clients.
9. Most awarded and recognized technology services company globally in its revenue range.

The year 2021 marked CSS Corp’s Silver Jubilee. With over 2 decades of experience in IT support and services, CSS Corp is disrupting the CX landscape.

The Golden Globe Tigers award is a testament to CSS Corp’s best employee engagement practices, IT capabilities, innovative service offerings, and unique outcome-based business models that are disrupting the industry.

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