One of India’s largest co-operative dairies, Dudhsagar Dairy, based in Mehsana, Gujarat, had faced a novel communication challenge. The dairy wanted its veterinary services to be accessible to members via a seamless and strong communication network on cloud. For this, they sought a solution that merged veterinary services with a callcentre system, whereby farmers could call and book the services. They also needed a centralised call monitoring system, with call recording capability. With more than 100 veterinary doctors to support farmer-members at their doorstep, Dudhsagar Dairy collaborated with Tata Tele Business Services (TTBS), a B2B digital services provider. TTBS implemented its Smartflo Solution, an advanced cloud-communication suite, to register the veterinary visit requests of farmers, route calls to individuals or respective centres, to ensure prompt redressal of complaints. Smartflo offered a dedicated number for each centre, so farmers could connect easily to their respective centres to book appointments or for any assistance. The solution enabled tracking every incoming call and hence avoided any misses. Dudhsagar Dairy is one of the thousands of customers who have benefited by the adoption of digital technologies offered by TTBS. “We at TTBS, are excited to play a pivotal role in democratising technology for small and medium businesses (SMEs) and empowering them to scale. The Dudhsagar case is a classic example of how technology is permeating to the grassroots level and how conventional businesses can benefit by the use of digital solutions,” explains Harjit Singh, MD, Tata Teleservices. Focus on SMEs SMEs account for 90 per cent of enterprises in India by count but contribute less than 40 per cent to the country’s GDP, compared to a nearly 70 per cent contribution to the GDP by SMEs in developed markets. TTBS believes that, if India aims to achieve its ambitious vision of emerging as a $5 trillion economy, SMEs must play a larger role in its growth story and GDP. The adoption of digital solutions would be a key catalyst to drive this growth. Digitalisation had leapfrogged during Covid-19, with most businesses realising that digital was not just a product to keep in possession, but an absolute imperative for survival, growth and market leadership. There has been an accelerated growth in the adoption of cloud-based solutions, collaboration solutions, artificial intelligence (AI) and IoT – data management solutions that allow enterprises to integrate, secure and manage data as well as collaborate effectively. Major challenges faced by SMEs during their digital journey include lack of expertise; lack of enabling technologies; and lack of clarity on a starting point. Since most SMEs do not have high level in-house digital or IT skills, TTBS works to fill this functional expertise gap by partnering, as subject matter experts, and helping SMEs define the product roadmap and choose the best solution for their industry and requirements. TTBS has built a comprehensive portfolio of highly relevant digital solutions for SMEs, catering to their key priorities, which include increasing reach, transforming customer experience, streamlining business processes and improving productivity. With services ranging from connectivity, collaboration, cloud & SaaS, security, and marketing solutions, it offers a comprehensive portfolio of information and communication technology (ICT) solutions. TTBS offers a simple, easy-to-use, pay-as-you-grow model, which helps each SME achieve its business goals, while facilitating growth. These offerings enable businesses to stay resilient, despite fast-changing industry dynamics, while maintaining business continuity and growing in a flexible, scalable and secure manner.
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Singh: driving holistic growth
