CXOToday has engaged in an exclusive interview with Tushar Dhawan, Partner, Plus91Labs
Some key milestones or pivotal moments in the company’s journey so far?
Since its inception in 2017, Plus91Labs has been determined to revolutionize local technology capabilities and set new standards in digital solutions. Within such a short time the company has grown from a promising startup to an esteemed transformation leader and Salesforce platinum partner. With our expansion from Gwalior to key locations like Ahmedabad, Singapore, and Delhi, we have amplified our geographical reach and nurtured exceptional talent while upholding a 100% success rate in digital transformation projects that have been recognized by the Big Four firms.
Over the years, we have increased our attention to innovation and expansion, investing in ground-breaking projects like TrueSales, our in-house SaaS sales efficiency solution. Furthermore, strategic alliances have strengthened our credentials for transformation and established us as leaders in India’s digital disruption. Putting consulting first and combining local commitment with global insights, Plus91Labs is at the forefront of bringing about significant change. As we look towards the future, we plan to amplify our Make in India success story as a driving force for continued microscale community development and macro-level advancement worldwide.
How did you overcome skepticism towards startups in hiring quality resources?
Initially, we faced some skepticism while attempting to recruit top talent, who potentially doubted the stability and growth prospects of Plus91Labs. But rather than letting it stop us, we strengthened our focus on mentoring promising individuals and fostering their professional development. Even though we are relatively young in the industry, we have been able to demonstrate our commitment to nurturing skills and leadership. This investment produced amazing benefits because we were able to naturally develop highly skilled teams that attracted the interest of esteemed firms who recognized rising stars within the Plus91Labs ranks. Driven by this ground-up approach and without compromising on seeing true potential, we effectively overcome assumptions by empowering the people to become our strongest asset.
How does Plus91Labs approach mentorship and professional development for its team members?
At Plus91Labs, we recognize that to achieve digital transformation goals we require world-class talent. With time we have been able to build a reputation and attract good work professionals by making mentorship and skill-building intrinsic to our culture. The senior team members dedicate time to nurture promising recruits, imparting both technical competencies and soft leadership skills. This emphasis on elevating the skillset of our people has positioned Plus91Labs as a true incubator of talent. In the industry, such robust professional development continues to attract quality resources and stimulate innovation.
How has Plus91Labs maintained its commitment to local development while expanding globally?
We set out on the journey of the establishment of Plus91Labs with a specific goal in mind: to establish Gwalior, our city, as a hub for digital innovation. Even with our quick growth into markets throughout India and beyond, we are still steadfastly dedicated to supporting local talent and meeting community needs. The Gwalior location is our innovation hotspot, giving students firsthand experience with cutting-edge technologies. Furthermore, we work simultaneously with regional government offices to spearhead projects like digital literacy campaigns, skill development courses, and sustainable agricultural platforms. We support grassroots development and preserve our identity as proud Gwalior products by reinvesting in our local areas and utilizing our global experience, even as we reach new heights internationally.
What do you envision as the next frontier in digital transformation, and how is Plus91Labs preparing to lead in this space?
Plus91Labs’ unmatched success in digital transformation projects is a result of our customized approach to meeting the specific demands and goals of each of our clients. Like in the case of our partnership with Relaxo, a well-known shoe brand. We pinpointed problems and areas for development by carefully examining their customer service procedures. We created a custom solution with automation, knowledge integration, and efficient case management by utilizing our Salesforce expertise.
With a 25% improvement in first-contact issue resolution, a 30% decrease in resolution time, and the capacity to manage a 40% spike in service requests without sacrificing quality or efficiency, the outcome surpassed expectations. These observable results show how our tailored tactics promote crucial business indicators like customer satisfaction, loyalty, and growth.
Our strategy centers on getting to know our clients’ environments to provide solutions that are specifically suited to their key performance indicators (KPIs). To guarantee smooth implementation and uptake, we also give change management top priority across all tools, procedures, and staff. At Plus91Labs, we understand that a harmonious fusion of technology and human components is necessary for meaningful transformation. We continuously provide measurable outcomes through a collaborative innovation culture, guaranteeing the success of both our clients and our business.
