CIOInsider India Magazine
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Abhinav Arora
CEO
The IT service and consulting industry plays a crucial role in helping businesses harness the power of technology to drive growth and efficiency. As a prominent player in this sector, EDAS is empowering businesses by revolutionizing the landscape. They understand the challenges faced by B2B organizations, such as accuracy, consistency, and operational costs. With the mission to offer modern IT solutions that streamline processes, enable faster and more reliable services, and reduce overheads, businesses experience marked improvements in customer satisfaction and loyalty. EDAS continues to innovate and deliver value in the IT service and consulting industry, empowering businesses to thrive in the digital age. Let’s learn more about the success saga of the firm.
Could you provide a concise overview of EDAS's progress in the IT Services and IT Consulting industry thus far?
EDAS has been actively engaged in revolutionizing the IT Services and IT Consulting sector since its establishment. Our focus has been on addressing the challenges faced by B2B organizations in terms of operational accuracy, consistency, and cost-effectiveness. By introducing advanced IT solutions, we aim to streamline processes, enhance service quality, and reduce overhead expenses for our clients. This approach has resulted in notable improvements in customer satisfaction and loyalty.
However, our efforts extend beyond this realm. Recognizing the evolving digital landscape, we identified opportunities in the Contact Center as a Service (CCaaS) sector. We observed a demand for a comprehensive solution that offers accuracy, customization, seamless integration, and an enhanced user experience at affordable prices. This understanding led to the development of VAANI, our flagship omnichannel contact center solution. VAANI enables organizations to achieve an impressive 85 percent query resolution rate, leading
to a substantial cost reduction of approximately 35 percent. Moreover, it facilitates the effective utilization of client data, fostering a knowledge-rich environment.
At EDAS, we remain dedicated to innovation and continuous improvement. Our commitment is to push boundaries, while always delivering value and efficiency to the companies we serve.
Our team is built with careful consideration, employing a comprehensive & systematic approach to extract valuable market insights
What sets EDAS apart from its competitors in the market when it comes to SaaS-based solutions?
Our distinction lies in tailoring solutions to our client's unique needs. We partner with them to understand challenges and goals, crafting bespoke solutions that propel their objectives forward. We provide expert consultation and guidance throughout the digital transformation journey, equipping businesses with tools and knowledge to optimize operations. Our solutions are highly effective and adaptable, enhancing efficiency while responding to changing needs and trends. We simplify processes, boost efficiency, and drive growth, unlocking clients' full potential. With a custom-made approach, commitment to adaptability, and focus on operational efficiency, EDAS delivers exceptional value in a digitally-savvy environment.
Describe the customer's experience and acquaint us with a case study of how it changed the scenario for the better for your client, on the same.
One of our success stories features a mid-sized e-commerce company facing challenges in managing customer interaction, data security, and customer satisfaction. With EDAS's VAANI omnichannel CCaaS platform, we streamlined their customer service by integrating multiple channels into a single platform, resulting in improved response times and satisfaction. Our Intelligent Document Processing and AI Bots enhanced data security and facilitated faster decision-making. Implementing our Quality Management System and RPA & BI for Data Analytics improved service quality and provided actionable insights. Within a year,
customer satisfaction rates increased by almost 30 percent, sales rose by 25 percent, and data security improved. Our 24x7 support ensured a smooth transition, making us a trusted SaaS solutions partner. We were honored with the 'Start-Up Leader of the Year' award, reflecting our commitment to innovation and customer satisfaction.
How is the team built and what are the methods they follow to draw valuable insights from the market to help the company stay a float among its peers?
Our team is built with careful consideration, employing a comprehensive and systematic approach to extract valuable market insights. This ensures our competitive edge and enables us to deliver optimal solutions to our customers.
Diversity and inclusivity form the foundation of our team, embracing a wide range of expertise We value varied perspectives and experiences, recognizing their ability to tackle complex challenges. Our team consists of individuals from diverse backgrounds, each bringing their unique skills, ideas, and approaches. This diversity fuels our innovation and consistently generates fresh, market leading ideas.
To obtain valuable market insights, we employ multiple methods like Competitor Analysis and Bench marking, Voice of the Customer(VoC), Streamlined Processes, Customized Solutions and Surveys, and Market Research. By following these multi-pronged methods, we ensure that we stay informed, innovative, and responsive to market demands, allowing us to maintain a strong position among our peers.
What is the future roadmap envisioned for EDAS? Where is it headed for the next five years?
EDAS has an ambitious and detailed roadmap for the next five years. Our focus is on enhancing our product offerings through continuous innovation and establishing a strong global presence. We are investing in research and development to deliver cutting-edge and reliable solutions that meet the needs of our customers. Additionally, we plan to invest in resourceful materials to make our operations more sustainable. Our global expansion strategy involves securing partnerships in key markets to gain wider reach and credibility. Digital marketing will also play a crucial role in boosting our visibility and connecting with potential customers through various online platforms.
