Role of cloud communication in streamlining business processes for SMEs in India

By: Mannu Singh

In today’s swiftly evolving business ecosystem, every organisation across segments, irrespective of their size, requires implementing cutting-edge technological solutions in order to stay relevant in the highly competitive market, survive and thrive. They need to streamline their processes, cut operational costs, increase productivity, and satisfy the burgeoning consumer demand while ensuring enhanced experience. In this digital age, cloud communication has caught their attention and they are firm in their willingness to utilise this highly efficacious tech solution.

Cloud communication refers to the use of internet-based technology to transmit voice, video, and data communications. This technology allows businesses to communicate and collaborate with customers, partners, and employees from anywhere in the world. Cloud communication has revolutionized the way businesses operate, allowing them to increase productivity, reduce costs, and improve customer satisfaction.

Businesses of all sizes are leveraging cloud-based communication solutions to streamline their operations and improve their bottom line. Small and Medium-sized enterprises (SMEs) in India across industry segments like IT/ITES, BFSI, Edtech, Healthcare, Manufacturing etc. are rapidly adopting cloud solutions as they have recognised the instrumental role of cloud technology in making their business operations smooth and are continuously exploring the possibilities to employ this technology across departments. But why it is important?

SMEs nowadays face a tough challenge when it comes to bringing down operational costs which is quintessential to raise profit. At the same time, they struggle to securely store the vast amount of business data that is generated on a daily basis. With the growing  menace of cyber-attacks like phishing, malware, ransomware etc, SMEs cannot afford to lose any sensitive data as this can be highly detrimental on their revenues and reputation. They badly need to improve their systems in order to harness the immense potential of data that can assist them in multiple ways in growing their business. Additionally, when they perform better and aspire to scale, they require significant upgrades in their IT infrastructure and network systems that requires enormous Capex.  However, with cloud-based technologies, they can effectively remove these obstacles and accelerate their growth.

How cloud communication tools acting as key enabler for SMEs

Unified communications

Cloud communication enables SMEs to unify their communication channels such as voice, video, chat, and email into a single platform. By doing so, employees can communicate and collaborate more effectively, which improves productivity and reduces the time and resources needed to complete tasks. With a unified communication platform, employees can access all their communication tools from one place, making it easier to switch between them and stay on top of tasks.

Flexibility and scalability

Cloud communication solutions are designed to be flexible and scalable, allowing SMEs to adjust their communication needs as their business grows. SMEs can easily add or remove users, adjust features, and upgrade or downgrade plans, depending on their requirements. This makes it easier for SMEs to scale their operations up or down without having to invest in new hardware or software.

Cost savings

Cloud communication can significantly reduce operational costs for SMEs that can be used for other productive purposes. Since SMEs can get these services from cloud solution providers, they don’t require expensive hardware and software and also recruiting large IT teams which can save them a lot of money. Additionally, cloud communication solutions are typically priced on a subscription basis, which means SMEs can pay for what they need and avoid large upfront costs.

Improved customer service

Cloud communication can help SMEs improve their customer service by enabling them to respond to customer queries and issues more quickly and efficiently. With cloud communication, SMEs can provide customers with multiple ways to contact them, including voice, video, chat, and email. This means that customers can choose the communication channel that is most convenient for them. Additionally, SMEs can use data analytics and reporting tools to track voluminous customer interactions which can help them make informed business decisions.

Ease in remote work

Remote work has become today’s reality and cloud communication solutions are ideal for it. SMEs can use cloud communication solutions to enable employees to work from home or anywhere and on any device with an internet connection. This makes it easier for SMEs to hire remote employees, reduce office space, and increase productivity.

Promoting collaborations

Cloud communication solutions enable SMEs to collaborate with their partners, vendors, and employees more effectively. With cloud communication, SMEs can share documents, files, and other resources in real-time, which makes it easier to work together and avoid miscommunications. Additionally, SMEs can use collaboration tools to schedule meetings, share calendars, and assign tasks.

Boosting security arrangements

Cloud communication solutions are typically more secure than traditional communication methods. Cloud based communication systems are hosted in secured data centres with multiple back-ups , ensuring that businesses have access to their communication tools round the clock. The service providers use advanced encryption technologies to protect data in transit and at rest. Additionally, the solutions provide SMEs with tools to manage user access and permissions, which reduces the risk of data breaches and unauthorized access.

In conclusion, cloud communication has the potential to revolutionize the way SMEs in India operate. As we move towards a more digitized and technology-driven world, the cloud is becoming an essential tool for SMEs to remain competitive and agile. By leveraging cloud communication solutions, they can unify their communication channels, increase flexibility and scalability, reduce costs, improve customer service, enable remote work, enhance collaboration, and improve security. These benefits can help SMEs in India to compete more effectively in today’s fast-evolving digital landscape. SMEs that embrace cloud technology will be better positioned for success in an increasingly digital world.


(The author is Mannu Singh, Vice- President, Tata Teleservices, and the views expressed in this article are his own)

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