Tushar Dhawan, Partner, Plus91Labs, a renowned IT service provider

Interview with Tushar Dhawan, Partner, Plus91Labs, a renowned IT service provider

Tushar Dhawan is a distinguished Partner at Plus91Labs, a renowned IT service provider. With a strong background in technology and business, Tushar has established himself as a dynamic leader and innovator in the industry.

As a Partner at Plus91Labs, Tushar plays a pivotal role in driving the company’s growth and success. He brings a wealth of experience and expertise in the IT sector, enabling him to lead strategic initiatives and deliver exceptional solutions to clients.

Tushar’s visionary approach and deep understanding of the industry landscape have contributed to Plus91Labs’ reputation as a trusted and reliable service provider.

Can you describe your understanding of the importance of digital transformation for enterprises? How do you believe Plus91Labs can contribute to this process?

Tushar Dhawan: Digital transformation is of paramount importance for enterprises in today’s dynamic business landscape.

It entails harnessing digital technologies to revolutionize operational processes, enhance customer experiences, foster innovation, and drive sustainable growth.

At Plus91Labs, we recognize the criticality of digital transformation and its potential to unlock immense value for organizations.

Our core focus lies in assisting enterprises throughout their digital transformation journey. We offer a comprehensive range of solutions and services designed to help businesses embrace emerging technologies, including cloud computing, data analytics, artificial intelligence, and automation.

By leveraging our deep industry knowledge and technical expertise, our clients can optimize their operations, elevate decision-making capabilities, and deliver personalized experiences to their customers.

However, we understand that digital transformation encompasses more than just technological implementation—it necessitates a cultural shift and organizational alignment.

Therefore, we adopt a holistic approach, collaborating closely with our clients to comprehend their specific challenges, goals, and organizational capacities.

We work hand in hand with their teams to develop tailored strategies, provide guidance on best practices, and offer ongoing support during the transformation process.

By partnering with Plus91Labs, enterprises gain access to our extensive experience in driving digital transformation across diverse industries.

Our unique combination of technical proficiency, industry insights, and a customer-centric mindset empowers our clients to reimagine their business models, streamline operations, unlock new revenue streams, and deliver exceptional value in the digital era.

Through our commitment to excellence, innovative thinking, and agile execution, Plus91Labs plays a vital role in facilitating the digital transformation of enterprises.

We enable our clients to embrace the opportunities presented by digital technologies, adapt to evolving market dynamics, and achieve sustainable success in an increasingly digital world.

Plus91Labs aims to generate employment opportunities in Gwalior. How do you think the company’s services, such as cloud consulting and implementation, can contribute to this goal?

Tushar Dhawan: Plus91Labs is strongly committed to generating employment opportunities in Gwalior. Through our specialized services in cloud consulting and implementation, we actively contribute to this goal.

By partnering with Global businesses in FMCG, CPG, EdTech, Pharma, and Education institutes, we enable them to leverage cloud technologies, specifically Salesforce solutions, to enhance their operations and drive growth.

Our focus on these industries allows us to address specific market needs and tailor our services accordingly.

As a result, we create job prospects for local talent in Salesforce administration, customization, development, and consulting roles, aligning with the requirements of these industries.

Furthermore, Plus91Labs goes beyond local opportunities by offering our resources the chance to work with international clients and travel abroad.

This exposure to global projects and diverse business environments expands their skill sets and enhances their marketability.

Additionally, our recent acquisition of a Singapore-based Salesforce consulting partner amplifies our global reach, opening doors for our resources to gain further global exposure and participate in international projects.

Through our services, international collaborations, and acquisitions, Plus91Labs contributes to the generation of employment opportunities in Gwalior & Ahmedabad while also providing avenues for our resources to excel globally in the rapidly evolving technology landscape.

Have you worked on any digital transformation projects in the past? If so, can you share a specific example and explain how you contributed to the growth of the client’s business through the implementation of digital solutions?

Tushar Dhawan: At Plus91Labs, we have had the privilege of partnering with esteemed clients such as Relaxo, Vega, Allen, and Vanesa, where we have successfully executed digital transformation projects.

A notable example is our collaboration with Relaxo, a renowned footwear company, where we took a holistic consulting approach to revolutionize their service division.

Recognizing the significance of service excellence in the footwear industry, we conducted an in-depth analysis of Relaxo’s existing service processes and identified areas for improvement.

Through our extensive consulting efforts, we gained a deep understanding of their unique challenges and goals.

Leveraging our expertise in Salesforce Service Cloud, we designed and implemented a tailored solution that streamlined their service operations and elevated customer support.

We introduced advanced features such as case management, knowledge base integration, and automated workflows to enhance efficiency and productivity.

The impact was remarkable. As a result of our digital transformation initiatives, Relaxo witnessed a significant improvement in customer satisfaction, with a 30% reduction in average response times and a 25% increase in first-call resolution rates. These impressive metrics directly contributed to their business growth and customer loyalty.

Moreover, the streamlined service processes enabled Relaxo to scale their operations effectively, handling a 40% increase in service requests without compromising on quality or timeliness.

This success story highlights our commitment to leveraging digital solutions and adopting a consultative mindset to drive transformative outcomes for our clients.

By focusing on quantifiable metrics, we ensure that our solutions deliver tangible results, enabling our clients to achieve their business goals and thrive in a competitive industry.

Plus91Labs focuses on providing end-to-end digital transformation services. Can you discuss your experience in overseeing the entire digital transformation journey for an enterprise, from initial planning to successful implementation? How did you ensure growth and scalability during this process?

Tushar Dhawan: At Plus91Labs, we pride ourselves on providing comprehensive end-to-end digital transformation services.

Overseeing the entire digital transformation journey for an enterprise requires a strategic approach and meticulous execution.

Starting with the initial planning phase, we collaborate closely with the client to gain a deep understanding of their business objectives, challenges, and long-term vision.

This enables us to develop a tailored roadmap that aligns technology solutions with their unique needs.

During the implementation phase, we leverage our expertise and industry best practices to ensure a smooth transition.

We deploy cutting-edge technologies, such as Salesforce, and customize them to fit the specific requirements of the enterprise.

Our team of skilled professionals ensures that all systems and processes are seamlessly integrated, guaranteeing a cohesive digital ecosystem.

To ensure growth and scalability, we prioritize flexibility and adaptability in our solutions. We design the architecture with scalability in mind, enabling the enterprise to seamlessly accommodate increased workloads, expanding user bases, and evolving business needs.

This ensures that the digital transformation journey can support the enterprise’s growth trajectory without major disruptions.

Additionally, we provide ongoing support and maintenance to optimize system performance and address any emerging challenges.

We monitor key metrics and continuously refine the digital solutions to drive efficiency and achieve sustained growth

Our holistic approach, from initial planning to successful implementation, enables enterprises to embrace digital transformation with confidence.

By focusing on growth and scalability, we empower them to unlock new opportunities, improve productivity, enhance customer experiences, and stay ahead in the rapidly evolving digital landscape.

As a SaaS-focused platinum System Implementor, Plus91Labs aims to provide consulting services to enterprises. How would you approach understanding the unique needs and challenges of different clients in order to drive growth for their businesses?

Tushar Dhawan: As a SaaS-focused platinum System Implementor, Plus91Labs takes a consultative approach to understand the unique needs and challenges of different clients.

Our primary goal is to drive growth for their businesses through tailored consulting services. Here’s how we approach understanding their requirements:

1. In-depth Discovery: We initiate the process by conducting thorough discovery sessions with key stakeholders.

We delve into their business models, goals, pain points, and existing processes. This allows us to gain a comprehensive understanding of their unique needs.

2. Customized Solutions: Based on the insights gathered, we develop customized solutions that align with the client’s specific objectives.

We consider their industry dynamics, competitive landscape, and growth aspirations to ensure the proposed solutions are tailored to their business requirements.

3. Collaborative Approach: We believe in fostering strong collaboration with our clients throughout the consulting process.

We actively involve their teams, seek their input, and encourage open communication. This collaborative approach helps us gain deeper insights into their challenges and ensures that the solutions we provide are well-aligned with their vision.

4. Iterative Refinement: We understand that businesses evolve, and so do their needs. We adopt an iterative approach to refine our solutions as the client’s business grows and changes.

We proactively seek feedback, monitor results, and make necessary adjustments to optimize their growth trajectory continually

5. Continuous Support: Our commitment to our clients extends beyond the initial consulting engagement.

We provide ongoing support and assistance, ensuring that they have the necessary guidance to navigate any challenges and capitalize on growth opportunities. Our team of experts is always available to address their queries and provide strategic advice.

By embracing this client-centric approach, we empower enterprises to overcome their unique challenges and unlock their growth potential.

Our focus on understanding their needs enables us to deliver impactful solutions that drive sustainable business growth.

What strategies and methodologies do you believe are crucial for successfully implementing cloud consulting services? How would you ensure that clients receive the maximum value and achieve growth through the adoption of cloud solutions?

Tushar Dhawan: At Plus91Labs, our cloud consulting services encompass both Salesforce consulting and our AI-enabled product, TrueSales.

With a strong emphasis on Salesforce consulting, we follow a strategic approach to successfully implement cloud solutions for our clients

We begin by conducting a comprehensive assessment to understand each client’s unique needs and challenges.

This assessment forms the foundation for developing a customized roadmap that aligns with their business objectives, ensuring maximum value from Salesforce implementations.

Our experienced consultants work closely with clients to analyze their existing processes, optimize workflows, and configure Salesforce to meet their specific requirements.

We provide guidance on best practices, data migration, system integration, and user training to ensure a seamless transition and successful adoption of Salesforce.

Additionally, TrueSales plays a vital role in driving sales performance and growth. This AI-enabled product streamlines sales processes, automates routine tasks, and provides data-driven insights through advanced analytics. With seamless integration with Salesforce, TrueSales enhances the capabilities of the CRM system.

By leveraging TrueSales, sales teams gain mobile accessibility, personalized sales enablement, and industry-specific features. This empowers them to effectively manage leads, track opportunities, and drive revenue growth.

Throughout the implementation process, we prioritize data security, compliance, and user adoption. Our continuous optimization efforts and commitment to staying abreast of industry advancements ensure our clients achieve growth and success in their digital transformation journey.

In summary, our comprehensive cloud consulting services encompass Salesforce consulting expertise, combined with the power of TrueSales.

This integrated approach enables us to deliver tailored solutions that drive business outcomes and help clients achieve their growth objectives in the digital era.

Plus91Labs is based in Gwalior and aims to contribute to the employment landscape in the region. How would you approach building and nurturing a talented team in Gwalior to support the company’s growth objectives?

Tushar Dhawan: Building and nurturing a talented team in a Tier-2 city like Gwalior presents unique challenges, including the availability of skilled resources.

At Plus91Labs, we have adopted a multi-faceted approach to address these challenges while aligning with our long-term strategic vision of supporting the local community.

To overcome the resource hiring challenge, we actively engage with universities and educational institutions in Gwalior.

We participate in career fairs, conduct campus recruitment drives, and establish strong relationships with academic programs relevant to our industry.

This allows us to tap into a pool of talented graduates and provide them with exciting career opportunities within our organization.

Furthermore, we have implemented a successful referral program that has played a pivotal role in our talent acquisition strategy.

Our co-founders, along with other employees, have actively referred potential candidates who possess the right skills and align with our company culture.

Their contributions go beyond their own referrals, as they have also encouraged their siblings to join our organization, creating a strong family-oriented work environment.

Supporting the growth and development of Gwalior is central to our long-term strategy. We actively collaborate with local universities and educational institutions to provide internships, workshops, and training programs.

By nurturing local talent, we not only contribute to the employment landscape but also foster a sense of pride and ownership within the community.

In summary, our approach to building and nurturing a talented team in Gwalior involves proactive engagement with universities, an effective referral program, and a long-term commitment to supporting the growth of the region.

Through these strategies, we aim to attract and retain top talent, empower the local community, and position Gwalior as a hub for technological innovation and employment opportunities.

In your opinion, what are some potential challenges or roadblocks that Plus91Labs may face in their mission to provide digital transformation services? How would you address these challenges to ensure sustainable growth for the company?

Tushar Dhawan: Plus91Labs may face various challenges and roadblocks in their mission to provide digital transformation services. Addressing these challenges is crucial for sustainable growth.

Resistance to change from clients is a significant challenge. Effective change management strategies, including clear communication, stakeholder engagement, and showcasing the benefits of digital transformation, can overcome this hurdle.

Technological complexity is another challenge, requiring a skilled team and continuous training programs to handle complex technologies and system integration.

Security and data privacy concerns should be prioritized, with robust measures, compliance with regulations, and regular audits in place.

Scalability and flexibility are important as the company grows, requiring scalable infrastructure, agile methodologies, and adaptable processes.

The evolving technology landscape necessitates research, development, and partnerships with industry leaders to stay ahead.

By proactively addressing these challenges, Plus91Labs can ensure sustainable growth. This includes effective change management, building a skilled team, prioritizing security, fostering scalability, and staying updated with emerging technologies. These strategies will contribute to the success of their digital transformation services.

Plus91Labs seeks to be a trusted partner for enterprises seeking digital transformation. How would you build and maintain strong relationships with clients to drive repeat business and referrals, ultimately contributing to the company’s growth?

Tushar Dhawan: To build and maintain strong relationships with clients, Plus91Labs focuses on providing exceptional support and guidance throughout their digital transformation journey. Here’s how we achieve this:

Dedicated customer success team: We have a dedicated customer success team that works closely with clients to understand their unique needs and challenges.

This team serves as a trusted advisor, providing expert guidance and support to ensure successful adoption and utilization of our digital transformation solutions.

Online adoption office: We have established a virtual adoption office, accessible to clients through our online platform.

This digital hub serves as a centralized resource for clients to access training materials, best practices, and support documentation.

It enables users to self-educate, ask questions, and receive timely assistance to navigate the new technology effectively.

Proactive onboarding and training: We prioritize comprehensive onboarding and training programs to empower clients and their users with the necessary skills and knowledge to fully leverage our solutions.

Through interactive sessions, webinars, and personalized training, we ensure that clients are equipped to embrace the technology and achieve their desired outcomes.

Formation of Centers of Excellence: For select clients, we collaborate in the formation of Centers of Excellence (CoEs).

These CoEs serve as internal teams within the client’s organization, focused on driving innovation, knowledge sharing, and best practices related to our digital transformation solutions. We provide guidance in establishing these centers and offer ongoing support to ensure their success.

Ongoing support and consultation: Our customer success team remains engaged with clients post-implementation, providing continuous support and consultation.

We offer regular check-ins, performance reviews, and proactive problem-solving to address any issues and optimize the use of our solutions. This ensures that clients consistently derive value from their investment.

Knowledge sharing and community engagement: Plus91Labs fosters a culture of knowledge sharing and community engagement.

We facilitate user forums, discussion boards, and online communities where clients can connect, share insights, and learn from each other’s experiences.

This collaborative environment promotes continuous learning and helps clients stay updated on industry trends and best practices

By leveraging a dedicated customer success team, a virtual adoption office, proactive onboarding and training, ongoing support, knowledge sharing, the formation of Centers of Excellence, and continuous improvement based on client feedback, Plus91Labs builds strong client relationships.

Our approach ensures that clients receive the guidance, resources, and support they need to successfully adopt and leverage digital solutions, driving their business growth and transformation.

Can you share any ideas or innovative approaches you have for expanding Plus91Labs’ service offerings or identifying new growth opportunities in the SaaS and digital transformation space?

Tushar Dhawan: As an innovative and forward-thinking company, Plus91Labs is always exploring new ideas and approaches to expand our service offerings and identify new growth opportunities in the SaaS and digital transformation space. Here are a few ideas:

Vertical Expansion: We can consider expanding our service offerings to new industries or verticals. By leveraging our expertise in SaaS and digital transformation, we can tailor our solutions to meet the specific needs of industries such as retail, manufacturing, finance, or healthcare. This expansion will allow us to tap into new markets and cater to a wider range of clients.

Emerging Technologies: We continuously keep a pulse on emerging technologies in the SaaS and digital transformation landscape.

By staying updated on advancements such as artificial intelligence, machine learning, blockchain, and Internet of Things (IoT), we can explore how these technologies can be integrated into our solutions to offer cutting-edge capabilities to our clients. This can open up new growth opportunities and give us a competitive edge.

Strategic Partnerships: Collaborating with strategic partners can be a powerful way to expand our service offerings.

By forming alliances with other technology companies, consultants, or industry experts, we can combine our strengths and resources to deliver comprehensive solutions to clients. These partnerships can also help us access new markets and customer segments.

Product Innovation: In addition to our consulting services, we can invest in product innovation to develop proprietary software solutions that address specific pain points in the SaaS and digital transformation space.

These products can complement our consulting offerings and provide additional value to our clients. By leveraging our domain expertise and market insights, we can create differentiated products that set us apart from competitor

Thought Leadership and Industry Events: Establishing ourselves as thought leaders in the SaaS and digital transformation space can create new growth opportunities.

We can actively participate in industry events, conferences, and webinars to share our knowledge and insights.

By positioning ourselves as experts and thought leaders, we can attract new clients, foster strategic partnerships, and stay ahead of industry trends

International Expansion: As the demand for digital transformation services continues to grow globally, we can explore opportunities for international expansion.

By entering new markets and establishing a presence in different regions, we can tap into diverse customer bases and leverage our expertise to support organizations worldwide.

Targeted Acquisitions: Identify companies that complement our capabilities and align with our growth objectives.

Acquisitions provide an avenue for quick market entry, access to new technologies, and expanded customer base. Integration of acquired entities focuses on seamless assimilation and maximizing synergies.

These ideas and approaches demonstrate our commitment to innovation, strategic thinking, and staying ahead of industry trends.

By exploring new service offerings, embracing emerging technologies, forming strategic partnerships, fostering product innovation, establishing thought leadership, and considering international expansion, Plus91Labs can unlock new growth opportunities and continue to be a leader in the SaaS and digital transformation space.

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