Building a sustainable business with enhanced digital transformation
By MYBRANDBOOK
Technology blueprint for year ahead
CtrlS is investing heavily in green technologies like liquid cooled servers and renewable energy to be long term sustainable with an aim to reduce carbon footprint by 50% in the next 2 years. Under our ESG Initiative, we recently celebrated 3 Million Accident-free man days at our Chennai DC Site and reducing potable water consumption for 1 M Litres per day, by using STP treated source.
CtrlS has enhanced Digital transformation for Zero RTO-RPO Solutions for Mobiles and Web for banking and online commerce for Private Cloud and community cloud. Focus of 2023-24 will be to enhance the delivery capabilities.
Customers will experience continuous improvement in reduction of planned and unplanned interruptions both in frequency and duration.
CtrlS continues to invest in Cloud Adoption and Hybrid Cloud.
Nurturing Skills
The newer technologies and digital transformation does require enhancing CTO level skill sets. From CtrlS side, following digital initiative are underway:
ITIL and SRE Combination tool “SHOP” – Inhouse developed platform for AIOPS – After achieving >60% Alert reaction for Network-Firewall-Virtualisation-Storage-OS-DB-Backup. This year the focus is to enrich the tool with automate patch, Change and service Request automation.
SHOP Platform will be extended this year to include the module for Security Governance with Security Posture Management, Security Alert Reaction and Threat Hunting with auto information enrichment.
New L&D Technology to track and incentivise certified resources increasing from 1500 to 2500 in next 1 year.
Automation and workflow knowledge are for not only enhancing customer experience but also automate internal functions.
Reiterating the brand identity
To win customer trust we have embarked on a multi-faceted journey for each customer touch points and better customer experience, by isolating workflows and employing digital analytics. Few of the projects:
SDD – Same day delivery – For all existing customers, we have formed a special team to stock as per capacity utilisation and projection.
CAT – Customer Advocacy Group which takes inputs from Customer Feedback from CSAT/NPS Surveys and escalations, enriches the data from CMDB, Ticketing History, Alerts and then engages customers to re-architect their setups as per expectations.
UCP Portal – Customer self-provisioning and interaction portal is being enhanced with WhatsApp capability, so customers can reach through email/web and WhatsApp. We have already introduced MS Teams and Zoom based virtual war rooms for critical issues.
Customer Engagement – Business Dashboard which provides a single view of customer level engagement across sales/delivery/billing, well defined thresholds to demarcate Max Care customers and underserved Customers.
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