The Best Performing Salesforce Solution Providers in 2020

www.theenterpriseworld.com | America Edition | September 2020

The Best Performing

SALESFORCE

Solution Providers In 2020- Vol.3 FROM THE EDITOR McGregor’s Model Of Motivation

HAROON AND SABA AHMAD CO-FOUNDERS

Infoglen Salesforce Implementations that Guarantee Success

info@theenterpriseworld.com

THE 10 MOST RECOMMENDED

Best of 5

Recommended

Pharma &

Life Science Solution Providers

SOLUTION PROVIDERS

in 2020

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EXPERIENCE THE PENINSULA PARIS

CELEBRATE THE FRENCH ART OF CHIC LIVING IN THE CITY OF LIGHT

Many have said that great entrepreneurs are not born, they are made. Challenging circumstances that required a leader to lead through have shaped the entrepreneurs of today.

This is why they have developed the quality of vigilance, because to stay ahead you need to study the market at its highest and its lowest.

This changes the course of leadership at every turn, making them adept to all the trends. These are the leaders that have proven their exceptional ability to always be a step ahead no matter what.

Featuring such leaders is The Enterprise World’s issue of The Best Performing Salesforce Solution Providers in 2020 Vol.3 Featuring for the Cover Story is Infoglen. Infoglen is based in the heart of Silicon Valley and has a zeal and a mission to deliver a broad range of high quality CRM solutions and services to their customers. They build solutions that transform their customer’s experience and foster innovation in their organizations.

Other features includeSesame Software, a data management service platform to help you accelerate your Salesforce data; BayBridge Digital, transforming business to success and others.

Leadership comes n every way; but what matters is are you able to communicate with your team the right way? In the Editorial article, A Chameleon Leader, read all about the essentials of a great leader.

Prague, a city that has become a weekend destination for everyone. In the Upshot Metros section, read all about this phenomenal city.

Have a good read!

Shalmali Wadadekar

INNOVATION, BEYOND IMAGINATION

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For Editorial Concerns: editor@theentetpriseworld.com For Sales & Branding Enquiries: sales@theenterpriseworld.com For Subscription: info@theenterpriseworld.com Publisher The Enterprise World Creative Content Editor Susanne J. Asst. Editor Shalmali W. Marketing Coordinator(USA) Peter J. PR & Marketing Coordinator James H. Business Development Executive Ben Clarke Creative Design Head: V. Mittal Social Media Manager Avinash G. Digital Circulation Manager Amanda V. This list is NOT a ranking. The companies on listed in magazine serve different aspects of the market, making ranking them in any order except revenue impossible and unfair.

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Leaders in Spotlight Featuring for the Cover Story is Infoglen. Understanding your customer and their needs is paramount to any company's success. To achieve that, effective customer relationship management (CRM) is key. Businesses need this visibility into customer behavior to track, retain, and grow their customer base.

Infoglen is based in the heart of Silicon Valley and has zeal and a mission to deliver a broad range of high quality CRM solutions and services to their customers. They build solutions that transform their customer’s experience and foster innovation in their organizations.

It is the 21st century, and everything is going under a tremendous transformation.

Digitalization is the new tradition.

Co-founded by Alain Attias, BayBridge Digital is an innovative global software company.

BayBridge Digital helps companies in diverse industries on what they do best through an ever-evolving suite of digital transformation services including e-commerce,

digital marketing, mobile solutions, business insights and analytics, artificial intelligence.

Rick Banister founded Sesame Software in 1988 as a professional services company. When the company’s primary focus shifted to data integration and data warehousing projects, they developed a toolset to make the projects easier and more reliable.

Interview with The Enterprise World featuresDhruvsoft is a Salesforce.com CRM Consulting, Salesforce Implementation, Force.com Development, CRM Deployment & Support Services Provider.

Dhruvsoft provides Salesforce.com Offshore outsourcing services from its offices in India to customers worldwide.

In an Interview with The Enterprise World, Sunil Khanna, CEO of the company describes the journey of Dhruvsoft, from a mere idea to a company providing best services to its customers.

Jolt Consulting Group is among the many that is providing transformational business and technology services for organizations across multiple ecosystems, including Service, Manufacturing, Health & Life Sciences and Mechanical Contracting.

In an interview with The Enterprise World, Jeffrey Oskin, Founder and CEO walks us through the journey of Jolt Consulting Group.

Salesforce services have helped numerous organizations in improving their efficiency. Be it with the cloud computing, or any other digitalization services, when given a choice, most will go for Salesforce indeed!

Helping organizations achieve the outcomes they seek through their value is Wilco Source. In this interview with The Enterprise World, Sundararaman Ramasamy, CEO and Co-founder of Wilco Source tells us exactly how they do it!

Contents Infoglen Salesforce Implementations that Guarantee Success

Dhruvso

Services

Build. Deploy. Support

BayBridge Digital Transforming Businesses to Success

Jolt Consulting Group Powering Customer Engagement

08 18 26 36

Sesame So ware Data Management Services that Help You to Accelerate Your Salesforce Data

Wilco Source One Stop Cloud Shop

44 48

Editorial Article A Chameleon Leader- A Leader in Disguise

22

Upshot Metros Prague- The City of Hundred Spires

30

Did you know?

Small Business Statistics for Every Entrepreneur

42

Editorial Article McGregor's Model of Motivation

52

Infoglen 08 July 2020

Cover Story

Salesforce Implementations that Guarantee Success

www.theenterpriseworld.com 09

Cover Story

‘‘

Infoglen’s motto is “Customer First”, which is aligned with the overall business strategy of treating their customers as their “partners”.

K

now your customer!

Understanding your customer and their needs is paramount to any company’s success. To achieve that, effective customer relationship management (CRM) is key.

Businesses need this visibility into customer behavior to track, retain, and grow their customer base.

Recognizing the importance of CRM, Haroon and Saba Ahmad founded Infoglen in 2015 with a mission to provide delightful turnkey CRM services to customers of all sizes. Today Infoglen’s customers consist of small, medium, and large businesses spanning multiple industries including high tech, fintech, staffing & payroll, telecom, enterprise software, non-profits, and healthcare.

The Journey Before founding Infoglen, Haroon and Saba worked in Salesforce 10 July 2020

technology in large multinationals, including Google. Seeing the great potential of the Salesforce technology, they realised that they could leverage their expanding experience on a host of other business needs in a more effective manner as an independent Salesforce Technology Provider.

This was the seed for the founding of Infoglen, and after some initial risk assessment, they decided to take the plunge.

Infoglen’s success has been built off on strong word-of-mouth referrals from their initial customers. At Infoglen, Saba and Haroon have instilled a culture of doing-what-it-takes to enable their customers. As customers came onboard and liked Infoglen’s salesforce solutions which provided immediate and long term business value, timely delivery and value for money, the recommendations and new projects through customer referrals started coming in

regularly. It’s no surprise that a customer relationship management services company would take customer relationships seriously!

The Products and Services Infoglen is based in the heart of Silicon Valley and has a zeal and a mission to deliver a broad range of high quality CRM solutions and services to their customers. They build solutions that transform their customer’s experience and foster innovation in their organizations.

Salesforce is a cloud based customer-relationship management(CRM) platform that also offers a suite of supporting enterprise applications focused on customer service, marketing automation, e-commerce, healthcare, analytics, and finance and the platform allows businesses to fully customise it and also build custom applications on top of it.

Infoglen offers end to end solutions for the entire suite of Salesforce offerings but their main expert focus areas in Salesforce are:

1

2

SALES CLOUD

SERVICE CLOUD

SALESFORCE CPQ

5

6

3

4 FIELD SERVICE LIGHTNING

LIGHTNING WEB CUSTOM SOLUTIONSFOR COMPONENT BUSINESS DEVELOPMENT

PROCESS AUTOMATION

Sales Cloud: is part of the CRM platform that Salesforce offers, which is focused on enhancing the effectiveness of the sales team of an organization. Sales Cloud helps organizations manage information and workflows about leads, customers and sales opportunities all in one place.

Service Cloud: is a solution for customer service and support that allows companies to automate customer support processes and

streamline workflows to support Customer Support agents.

Salesforce CPQ: Configure, Price, Quote (CPQ) is a Salesforce module that works in tandem with Sales Cloud and is focused on allowing companies to provide accurate quotes for their sales orders with any given product configuration scenario with complex pricing and business rules.

FSL: Field Service Lightning is

an extension of Service Cloud that provides a comprehensive view of workforce management. This solution enables the customer support teams or dispatchers to delegate work to Field Service technicians and monitor them constantly. You can create and track work orders, appointments, resources, inventory, maintenance, actions, and more.

Lightning Web Component Development: The Salesforce

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Cover Story Lightning Experience brings in a modern UI with new features, increased productivity, faster deployments, and a seamless transition across desktop and mobile environments. Lightning Platform Development combines the new Lightning Design System, Lightning Components and the latest Lightning Web Components to enable anyone to quickly and easily create modern enterprise apps. Lightning Web Components is a programming model for JavaScript developers to code on the Lightning Platform that gives developers the freedom to use the tools they most prefer to build reusable building blocks.

Custom Solutions for Business Process Automation: Salesforce is built at API level which means that they can go beyond CRM and leverage the Force.com™ platform to build custom solutions to automate their client’s unique business needs. It can also be the platform that brings together all aspects of their business under one roof for a customer-360 view.

“

What really makes the difference between us and them is our commitment to our client as a partner and not simply a service provider.

closely with their customers, and developing an intimate working relationship. This is precisely why the company believes in understanding their customer’s pain points to be able to give them a solution that meets all their needs.

Infoglen’s standards of success stem from their values of dedication and commitment towards the success of the customers, employees, and partners.

Through this dynamic change in the approach to their business, Infoglen invests not just their time and effort to complete a project, but they also assume the responsibility for the success of their partner’s goals. Therein lies what might be termed as Infoglen’s secret to success. That commitment is rewarded daily in the company with successful implementations, repeat customer projects, and great referrals to new business.

One should always practice what they preach, and both Haroon and Saba strongly believe in that philosophy. They say that their clients have shown much more confidence in them when they recommend solutions to them in areas of their niche expertise. To ensure that their team keeps building expertise in niche Salesforce areas, they have set up Centers of Excellence (CoE), where they focus and help their team to get trained and certified through Infoglen University. These CoEs are usually in hot and upcoming areas which are of interest to a lot of their current customers and prospects.

Infoglen believes in working

Current CoE’s are in areas of CPQ

How is Infoglen Different from other Partners

12 July 2020

(Configure Price and Quote), FSL (Field Service Lightning), LWC ( Lightning Web Component Development).

Haroon Ahmad says “We have deliberately chosen to own the outcome of our efforts and we take it upon ourselves to advise our partners of potential shortfalls, probable issues, and remedies that are openly discussed long before they occur and thereby relieve the relationship of conflict or any stress. The question we ask ourselves every day is ‘What is the present or upcoming need of our client that we must be able to fulfill?’.”

The Growth Quotient Since its foundation, Infoglen has seen significant growth, both in revenue and in the size of the company. The company’s revenue growth rate has shown a steady above average growth over and above the CRM Services industry rate.

In terms of team size, from just the two people team in 2015, they are now eighty plus people, with more than 145 certifications. Haroon and Saba started Infoglen in a small room in their home, but today Infoglen is a Salesforce Silver partner with headquarters in San Jose, and operations in Vancouver, Hyderabad, Bangalore and Gurugram with a team of 80+ dedicated people (including solution architects, developers, and QA engineers) that brings together an effective blend of engineering talent and business experience to deliver cost effective and impactful solutions. They work with start-ups as well Fortune 100 companies and large enterprises.

Haroon and Saba Ahmad Co-founders

Leading the Way: Haroon and Saba Haroon Haroon, an alumni of IIT Roorkee and AMU Aligarh, has spent over two decades working on innovative technologies, specially defining and implementing CRM strategies and roadmaps for organizations like Deutsche Bank, Google, YouTube, Dell, and Motorola. He is a global technology leader with experience in building turnkey digital transformational solutions in various organisations in India, Malaysia, Singapore, and Chicago, before setting up base in San Jose,

the tech capital of the world. Today, he is a technology Architect who believes in the power of IT in customer relationship management and is passionate about building an organization which delivers world class, high-quality solutions and services together with excellent customer service and high employee satisfaction.

Saba With a background in MBA, Saba is a transformational technology leader who brings a unique blend of business knowledge and technical expertises with a wide range of global experience in areas of

Business Development, Business Operations, and Business systems having worked in India, Malaysia, Singapore and US. Over years Saba has built CRM solutions that are well designed and built to last for various industry verticals to solve their real problems and help achieve their business goals. She has been a key change agent with a passion for innovating and building “High Performance” global and cross-functional teams. She has built her skills in Leadership, Business Change Management; Strategic Corporate Planning , Marketing and Executive Relationship Management.

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Cover Story

“OUR EMPLOYEES ARE OUR BIGGEST ASSET, WE CAN NOT ACCOMPLISH WHAT WE DO EVERYDAY WITHOUT THEM.” The Team Infoglen team consists of Delivery Leaders, Software Developers, QA engineers, Solution Architects, Business Analysts, Sales and Marketing specialists, Recruitment Leaders, HR Specialists and many others who all come together as a part of a well oiled and well orchestrated team that runs together to serve their customers. Infoglen takes care of their employees in every possible way, they believe that you will only be able to do your best work when you are happy and satisfied in your place. They encourage team learning and collaboration with initiatives like Infoglen University training sessions and cross project Knowledge share sessions.

Team Infoglen is an empowered collective of people who are encouraged to be self motivated, to be accountable for the quality of their work, exercise their out-of-the-box thinking and be creative and innovate everyday to delight the customers.

When it comes to hiring people, Infoglen makes prospective candidates go through a rigorous interview process to make sure that they hire the best in the field, who are ideologically aligned to their “Customer First” motto and believe in “Customer Partnership” approach, That is what makes their team unique.

“We have established a customer centric approach and make sure we align our goals to the goals of our customers so that our success is always measured by the success of our client.”

14 July 2020

Haroon and Saba’s Take on the Competition “The rat-race is a sad reality today, a product of our own greed and ambition.”

The best thing a person can do is not to get caught up in the rat-race, remember that life is a journey and not the destination. Infoglen encourages people to identify their passions and areas that they love to work on, so that the journey itself becomes enjoyable for everyone and we are not just running towards material goals. Your performance will be better when you are

working for the joy of doing what you love and taking time to stop and smell the roses.

As a team, they try to keep themselves focused and prevent tripping over the shiny obstacles that far too many people stumble over. They say “The world is too fast paced today, and while we are purveyors of technology, we need to maintain a balance of human values that tend to deter against losing sight of what is really meaningful, not just for ourselves but also for our clients and partners as well.

Infoglen is not just a talented technology team, but they become very much a part of the clients creative journey, in achieving strategic business goals through high quality technology solution.

www.theenterpriseworld.com 15

Interview with The Enterprise World

Dhruvsoft Services Build. Deploy. Support

D

hruvsoft is a Salesforce.com CRM Consulting, Salesforce Implementation, Force.com Development, CRM Deployment & Support Services Provider. Dhruvsoft provides Salesforce.com Offshore outsourcing services from its offices in India to customers worldwide.

In an Interview with The Enterprise World, Sunil Khanna, CEO of the company describes the journey of Dhruvsoft, from a mere idea to a company providing best services to its customers.

Tell us about the company.

Dhruvsoft started its journey in year 2010 with two founders at the helm. We are one of the earliest partners of Salesforce.com in India. There was no looking back since then – on the way we have also entered into partnerships with Google, Microsoft,Zoho and more recently with Oracle NetSuite.

With a humble start in 2010 – we have grown organically with a healthy growth rate and now have a strong team of young, dynamic ERP and CRM professionals. We pride ourselves in providing innovative solutions to our clients in ERP and CRM space. Our strength lies in the hard work and disciplined approach of our team to provide optimal solutions on time and in budget.

We have completed more than 250 successful ERP and CRM engagements till date and we are among the top players of Salesforce solution providers in India.

What were the initial challenges you faced?

Being a pure cloud services provider we had 16 July 2020

our share of challenges in the initial days. When we started in 2010 - that was the time when ‘Cloud’ was looked upon with lot of suspicion. All enterprise companies were very apprehensive of security of the cloud. In such time Dhruvsoft focused on educating the customers and building a market for Salesforce.com and other cloud applications.

Which was that point that triggered the growth of the company?

Around 2014-15 was this inflection point when we started doing the product development for Salesforce.com ISV partners. From a mere implementation and consulting company – we have now become a product development company. We started developing products of Salesforce platform for ISV vendors and have successfully help development and launch of over ten applications. Around the same time we also became partners of Zoho which enabled us to cater to CRM needs of SMB organizations.

How have the company graphs changed since the foundation? Can you share a few statistics?

Here is a timeline of our partnerships.

Here is a timeline of our growth in terms of number of consultants-

What is the reason behind your company’s longstanding success?

Our people – our consultants – are the reason for our success. Even when we were very small we never compromised on quality of resources we hire. With the poor quality of resources who were available laterally – we have focussed on hiring the fresh and bright talent from colleges and trained them. We have rigorous processes to train and coach our people and make a fresher into a bright consultant. The experience based learning makes them productive very fast.

Our culture of persistence and hard work with strong processes ensure the long standing success of Dhruvsoft.

The Products/Services What are the products/services the company focuses on? How are your services different from those in the market?

We provide ERP and CRM consulting services – and Salesforce.com CRM is one of our dominant practice.

Our offerings include ERP/CRM strategy & process consulting, ERP/CRM implementation and customization, System integration, training, migrations, and ongoing support. The ERP / CRM products we focus on include Salesforce.com, Zoho and Oracle NetSuite. We are consulting partners of these companies.

In addition to consulting services we provide Product

Sunil Khanna CEO Development Services on Salesforce.com, Zoho and Oracle NetSuite – these are targeted towards Independent Software Vendors (ISVs).

In addition to this we have two of our own products.

One is SIVIO a solution for Admission Management for Universities and Education Institutes. Another is Propelty – which is a CRM solution for Property brokers and agents. SIVIO is a product developed on Salesforce.com platform.

We have a long-term perspective for the company. We remained bootstrapped over the years – to ensure that we have independence of decision making and focus of customer success. This might have curtailed our growth to some extent – but we believe in slow but steady growth. We believe in growing with clients – some of our clients are with us for years. We are www.theenterpriseworld.com 17

Interview with The Enterprise World

continuously working to enhance capability and building accelerator solutions to bring more value to the table.

Companies of all sizes from all over the world have taken advantage of services delivered by Dhruvsoft. We believe that new business and repeat business is achieved through a total commitment in providing the best value for our clients. In any assignment we become a trusted partner of client that truly understands their business process and technology needs.

How do you decide to take the company a step further in terms of your products/services?

The penetration of CRM solutions is very limited in India. Most of the companies still use primitive on paper, excel based methods for Sales, Marketing and Service. Even those who use technology – have silos and ineffective solutions.

18 July 2020

Some of them still use the legacy solutions of client server era. We see this market to grow and mature in the next five years as more and more businesses will be leveraging technology to become competitive.

We are building more industry specific frameworks – we have solutions for Pharmaceutical/API business, Real estate / property Business, Software / IT companies, and Start-ups and VCs. We will be building more industry specific accelerator solutions.

We believe that technologies like AI and ML will surely add an extra plus to the CRM segment. We are working on developing new AI/ML offerings for our customers.

Is there any new addition to the list of products/services?

Anything exciting you would like to share?

We have added Salesforce CPQ, Salesforce Field Services, Pardot

and Marketing Cloud implementation capability to our services and are now doing multiple engagements for same. We will be launching two new products in 2021 on Salesforce platform. We will also be launching our services for Salesforce.com Commerce Cloud and Industry Clouds in 2021.

Leadership What do you think are the responsibilities of an entrepreneur?

As an entrepreneur we are responsible for our stakeholders customers, employees and investors. We are responsible for creating value for our customers – giving them value for the money that they spend on our product or service. We are responsible for creating value for our employees – ensuring them success in their career. And of course our investors and shareholders – we have to generate value for them to give

them the returns on their investment.

As an entrepreneur we have to balance the needs of all these stakeholders and ensure that this file balance is maintained.

Can you please brief us about your professional experience?

I come with over two-and-a-half decades of experience in the IT industry. I am an Electrical Engineer, MBA and CFA. I started my career working as a lab assistant in an engineering college.

Then joined a leading private steel maker – where for over four years worked in various functions of large organization where we were setting up of a Greenfield plant. I left the organization to complete my MBA. After that joined one of the leading IT services firm and started my journey in software industry. I worked as a Consultant with some of the leading organizations across in India, UK and USA. I took the flight to my entrepreneurial journey in 2004.

After laying the foundations of two successful ventures, a medical equipment company and a recruitment process outsourcing business, I founded Dhruvsoft with a vision to provide cloud based products and services.

What are the key achievements of your entrepreneurial journey?

dependency on costly imports. At Dhruvsoft also we are developing world class products for clients from all over the world.

concepts like 1:1:1 program.

In additional to that I admire JRD Tata for his business acumen and vision.

How do you look after your employees? What makes your team unique?

Whose business story do you find the most inspiring?

Most of our employees will vouch for this – Dhruvsoft is a great learning ground. Learning and constantly reskilling is a way of life here. Having worked at a leading IT company before I can confidently say that – what our consultants learn and experience in two years, it will take four to five years in a large IT services companies for them to learn. We look after employees by giving them a highly learning and creative environment.

Is there any special experience with your clients you would like to highlight?

For me all client engagements and experiences are very special. My most special experiences were while working with several Non Profit organizations and implementing Salesforce form them. As a part of our commitment to community we have worked with several not profits. Some of them are doing excellent work for the community and we are proud to be associated with them.

Personal Questions

Having founded three successful ventures gives me great satisfaction. In the process we have given employment to over 400 persons and contributed to the Make in India initiative. In a previous venture we have developed medical equipment in India while reducing the

One person who you admire the most?

The story of Tata group in India is very inspiring and also their values had a deep impact on me from my initial years.

Which is the most inspiring quote you have read?

One must forever strive for excellence, or even perfection, in any task, however small, and never be satisfied with the second best—JRD Tata.

Constant vigilance- a need or a strategy? Please share your views.

I would say that constant vigilance is a need for businesses. As business grow – we have to maintain some checks and balances. We have to maintain constant vigilance to ensure that everything is under control.

It’s a rat-race out there. How do you cope with that?

Of course it is a competitive world – not only for us but for everyone.

We have to maintain our balance and keep efforts to achieve what we are set out to. Our values are the guiding lamps for us and help us cope with uncertainties and competition.

I admire the contemporary businessmen - Marc Benioff – Founder of Salesforce.com. He has created a great company from scratch and has pioneered the www.theenterpriseworld.com 19

From the Editor

A Chameleon Leader A Leader in Disguise

S

urely you must have seen a chameleon in real life. What incredible creatures they are!

As children we have all waited for so long to see the miracle of a chameleon changing its colors. But why do they change colors? What most of us know is that they change colors to hide from the predators and hunters, a classic example of camouage. But the fact is that they change colors for temperature regulation and communication.

When the surroundings get hot, the chameleon will change its color to something lighter so as to reect the sun’s rays, thus cooling down its body. And on the other hand, when the temperatures are colder, it changes into a darker color so as to

20 July 2020

www.theenterpriseworld.com 21

From the Editor

absorb the sun’s rays for the warmth.

approach to a person or a situation to influence desired outcomes.

Apart from the homeostasis, communication is another reason why chameleons change colors.

Females will show off yellow spots on their body to indicate to the males their desire to mate. But when she changes the color of her spots to something darker, it means that the interested males better keep walking.

For example, if there is someone on the team who you observed responds better to data and objective facts, then as a leader, we must leverage the information. If someone else responds better to emotion, passion and excitement, then we must be able to change our behavior and communication accordingly.

The same applies for the males.

They convey their feelings and emotions by changing the color of their skins. When they are competing with another male, they will tell him to surrender by changing to a pale complexion and displaying many spots on their bodies. Or sometimes they might change to something brighter.

This is a simple rule of the chameleon leadership. It is where you meet people where they are, instead of them coming to you.

So as leaders, we need to think, do we practice anything like this? Do we ever modify our behavior so as to communicate with the teams in a better way? Do we ever change our approach, maybe soften it a little bit, or put energy in it based on our mental temperature? Let us understand the concept of chameleon leadership!

To simplify this, you must be on an even level with everyone. Every person has a different understanding capacity, and to get the best out of them, we have to meet them there, explain them things the way they understand.

This is a rather flexible leadership.

What is Chameleon Leadership?

There are many leaders who are quite concrete with their ways of leadership. Which means, the team has to go to them. The team has to make extra efforts to understand what they mean. This is an unrealistic expectation, and this is where the communication has gone wrong.

Chameleon leadership is an approach to leadership where we, as leaders, change our behavior, our style of communication, and our

If you realize that the people aren’t listening to you simply because of your approach, then you might want to pause there a bit and think

22 July 2020

about thisInstead of getting people to work the way that suits you, you need to change your colors. Change it in a way the team understands. Put the data in a way that your team understands. If you need to break it down then be it! But make sure your communication is not oneway.

You can’t go taking about the problems in your own way and expect them to find the solutions to it all. You have to explain them in a way that they understand.

This is the key to great leadership.

What you always need to remember is the fact that not one size fits all. So what you say and how you say it depends completely on who you are speaking with.

When you do this, you give the team what ‘they’ need.

At the end of the day, communication is the most important thing that matters. And if you are able to communicate in a way your team understands you, then you don’t need to worry about the performances and outcomes.

So, are you a chameleon leader or one in the process?

www.royalenď€ eld.com

The Best Performing Salesforce Solution Providers in 2020

BayBridgeDigital TRANSFORMING BUSINESSES TO SUCCESS

I

st

t is the 21 century, and everything is going under a tremendous transformation.

Digitalization is the new tradition.

This new age has made the companies ever more efficient.

With the high quality of work and better results, it has surely become a win-win for all. The same is true for the CRM. Ditching the traditional ways, and implementing a CRM software that is quite

thorough has made customer relationships stronger and better.

Co-founded by Alain Attias and Guy Jerusalmi, BayBridgeDigital is an innovative global software company. Headquartered in New York with offices in Paris, London and its technology Hub in Tel Aviv.

The company was founded by cloud pioneers on a simple but disruptive idea- a new approach to

BayBridgeDigital Leadership Team

24 July 2020

connect people and technology: Imagine-Innovate-TransformSucceed.

“We help create new growth and business value faster” said Alain Attias While the benefits of becoming a digital business are clear, the recent crisis aims to show how it is important for many players to

Guy Jerusalmi | COO

Alain Attias | CEO

really start or accelerate their digital transformation. The opportunity for businesses moving to a digital way of working is undeniable.

Salesforce, big data analysts.

Businesses need to thoroughly understand what skills they are lacking, and then recruit to plug the gap.

Implementing any new digital technologies into a business often has some element of investment.

Businesses need to think about the return on investment that follows digital technology implementation.

Implementation in one department or silos across a business won’t work – change needs to reflect the entire organization.

Designated as the biggest barrier to digital transformation, legacy systems are holding businesses back as many are reluctant to adopt new technologies over old systems, methods and computing programs.

BayBridgeDigital helps companies in diverse industries on what they do best through an ever-evolving suite of digital transformation services including e-commerce, digital marketing, mobile solutions, business insights and analytics, artificial intelligence.

Some companies will find that digital change has led to the creation of specialist roles that weren’t needed before, such as

The company stands for a pioneer when it comes to address this new and fast growing category of cloud software, called “industry-cloud”.

“Our value proposition is simple: “Provide the best customer experiences thru industry specific.”

With Bayretail™, BayBridgeDigital is a retailspecific cloud pure-player specialized on Salesforce, the world’s number one CRM provider.

It’s a set of capabilities that customers find compelling because it accelerates the time to market of solutions.

The Products and Services BayBridgeDigital prides itself on being an innovative and customercentric company.

The company provides a suite of digital transformation services including e-commerce, digital marketing, mobile solutions,

www.theenterpriseworld.com 25

The Best Performing Salesforce Solution Providers in 2020 business insights and analytics, artificial intelligence and is building digital products to accelerate digital transformation for the customers.

Their “Pay as you Go” business model makes them unique in the market. This billing model enables SMEs but also big companies to quickly start or accelerate their digital transformation thanks to an all in one Solution package and fast implementation.

“Our aim is to deliver the best additive value to our partners through our technology-driven solutions.”

Salesforce has proven time and again to be the best platform to deliver an optimal experience for their collaborators. Throughout the company’s partnership with Salesforce, they have unlocked their customers’ growth potential by designing an action plan based on their business goals, and have accompanied their customers’ through their transformation journey so that both can succeed together in achieving the objectives.

The collaboration with Salesforce has been fruitful, allowing BayBridgeDigital to capitalize on their expertise in software development and customer experience. Utilizing the Appexchange platform, they have created Bayretail™ that empowers retail actors by giving them a customized omnichannel solution so that they can provide a seamless experience for their customers.

Innovation at BayBridgeDigital is key, and Salesforce enables them to reach new grounds in digital 26 July 2020

“

Our mission is to lead with best-in-class cloud software and deep industry domain expertise to help companies transform for the digital age.

innovation.

“Our Digital Factory is dedicated to helping our customers’ employee and customer engagement for an exponential business growth.”

Reinventing the shopping experience As retailers around the globe have been working diligently on digital transformation recent global turmoil has created a new situation where digital engagement with customers and online commerce are now an emergency solution.

The current crisis will show the evidence of the focus Retailers should have on their capacity to deliver a scalable business online and develop a one-to-one conversation with their customers.

With Retail Accelerated Commerce, powered by BayBridgeDigital learn how leading retailers are adopting strategies that are proving to be successful in uncertain times.

Retail Accelerated Commerce © is a package crafted for retailers based on Salesforce Commerce Cloud B2C, Service Cloud Digital Engagement and Bayretail™ 360.

“This new situation demands us to simplify the way our customers plan and manage their appointments.”

Bayretail™ Smart Booking is a

simple appointment scheduling and virtual queuing solution that allows you to comply with distance rules for a quick return of your customers to the store and create a new shopping experience.

Bayretail™ Smart Booking is a simple and quick answer to efficiently manage, in the context of Covid-19, the physical flows in store.

Waiting flows are reduced; transmission risks are minimized for your customers and employees.

You have at your disposal an interface that allows you to control the available appointment slots as well as the number of customers per appointment.

Five years from now, all software will be in the cloud, and the vast majority of that will be industryspecific. With Bayretail™, BayBridgeDigital is in the right place at the right time. The industry cloud is a certainty, the retail and consumer goods are evolving.

As the company continues to grow, it will be focusing on bringing more and more innovation to their clients, leveraging AI, embedding live commerce into Bayretail™, to make their application smarter.

Bottom line, Bayretail™ is faster to deploy, far better, and costs less money than traditional solutions.

Why wouldn’t any company want that? That’s why BayBridgeDigital will be successful over the long term.

www.atempo.com

preserving data ecosystems

Upshot Metros

PRAG

The City of Hu

28 July 2020

GUE

undred Spires

www.theenterpriseworld.com 29

Upshot Metros

30 July 2020

W

hen gazing out from the gates of Prague Castle well high above the city, it is not hard to believe why the city got the th name- The City of Hundred Spires. In the 19 century, mathematician and philosopher Bernard Bolzano counted the towers in the city and gave it the name. Since then, the name has stuck around even though the city is described in different ways locally. Some of its other names include, Mother of All Cities and Golden Prague. But the most common used name is the 100-Spires.

Let us take a tour into this City of Hundred Spires in this Upshot Metros section.

Prague is the capital cities of Czech Republic and also the largest city. In the European Union, Prague is the 13th largest city and is also the historical capital of Bohemia. The city is located on the longest river in the Czech Republic, the Vlatava River. The city is home to about 1.3 million people, while its metropolitan area is said to have a population of 2.7 million.

Being a city with rich history, Prague is also the cultural and economic center of central Europe. The city of Prague was founded during the Romanesque, and it flourished during the Gothic, Renaissance and Baroque eras. As a result, Prague is a home to number of cultural and historical attractions that are well-known. Some of these include the Prague Castle, Charles Bridge, Old Town Square and Prague astronomical clock.

When you look at the history of the city, it is apparent that it has been a part of major world events. After the First Word War ended with the defeat of Austro-Hungarian empire, Czechoslovakia was created and Prague was selected as its capital; because at that time, Prague was true European capital with highly developed industrial sector.

After the Velvet Revolution in 1989, Czechoslovakia benefitted largely from the new mood. In 1993, the year the Velvet Divorce took place, the Czech Republic was formed, of which Prague was announced the new capital. Since then, Prague has become an important cultural center of Europe with a notable influence from the globalization.

The economy of Prague accounts for 25% of the Czech GDP. The economy of Prague is the highest performing regional economy of the country.

The economic structure of Prague has shifted from industry to service-

www.theenterpriseworld.com 31

Upshot Metros

oriented since the 1990s. The industry sectors include pharmaceuticals, printing, food processing, and manufacture of transport equipment, computer technology and electrical engineering. Among the service sector, some of the most significant sectors include financial and commercial services, trade, restaurants, hospitality and public administration.

One half of the national income from tourism is spent in Prague. From late 1990s to 2000s Prague has been a common filming location for many Hollywood as well as Bollywood motion pictures. The amazing architecture, low-costs and the existing motion pictures infrastructure in the city have attracted a number if international film production companies.

The modern economy of Prague is based largely on export. According to a survey in 2010, Prague was named the best city in Central and Eastern th Europe for business. In an Eurostat Research, Prague was ranked 5 among 271 regions of Europe in terms of GDP per inhabitant. It achieved 172 per cent of EU average. With an 80 per cent of EU average, Prague was just above Paris, and was well above the country as a whole.

The CulturePrague is traditionally one of the cultural centers of Europe. Many cultural events are hosted in the city all the year round. Some of the significant institutions in Prague include the National Theatre and the Estates Theatre. Many world-class museums are also located in the city.

Notable among those are the National Museum, the Museum of the Capital City of Prague. The Jewish Museum, the Alfons Mucha Museum, the African Prague Museum and many more.

The city has hundreds of concert halls, galleries, cinemas, and music clubs and hosts several festivals throughout the year. These include the Prague Spring International Music Festival, Prague Autumn International Music Festival, Prague International Organ Festival and many more.

Barrandov Studios is quite a famous set of film studios in Prague and many films have been shot there. Some of these films include Hollywood's Mission Impossible, Alien vs. Predator, The Chronicles of Narnia, and Spiderman: Far From Home etc.

The low-cost airlines in Europe coupled with astonishing museums and cultural sites blended with a delicious cuisine, Prague has become a weekend destination for many!

32 July 2020

www.theenterpriseworld.com 33

Interview with The Enterprise World

Jolt Consulting Group POWERING CUSTOMER ENGAGEMENT

T

he increasing digitization and globalization has had a direct impact on the businesses all over, some good and some bad. The use of technology has disrupted the entire systems of several organizations, making way for innovations and opportunities. Many companies have emerged to help others adapt to these technological changes.

Jolt Consulting Group is among the many that is providing transformational business and technology services for organizations across multiple ecosystems, including Service, Manufacturing, Health & Life Sciences and Mechanical Contracting.

In an interview with The Enterprise World, Jerey Oskin, Founder and CEO walks us through the journey of Jolt Consulting Group.

Tell us about the company.

Jolt Consulting Group is headquartered in Saratoga Springs.

34 July 2020

www.theenterpriseworld.com 35

Interview with The Enterprise World

We enable organizations to better connect with their customers through comprehensive business analysis, effectively managing change and by selecting and deploying the best-in-class Salesforce technologies. The result is the ability of our clients to grow their revenues and realize greater levels of profitability coupled with improved levels of customer satisfaction.

Our team is comprised of industry veterans who collectively have more than 120 years of software implementation experience and expertise. We pride ourselves on being a small company with big values, Jolt is your one-stop shop for all of your business needs in every location imaginable.

What were the initial challenges you faced?

No clients. No money. No paycheck.

When I first started, I was excited – I had the perfect plan. I spent all kinds of time focusing on the internal aspects (i.e. marketing brochures, etc.), published them all and then it was crickets for 6 months. I thought for sure, given my network and connections, that once I hung a shingle and announced my consultancy, everyone would come knocking at the door, but that was not the case.

It wasn’t until I changed the mindset from internally focused to externally focused that things started to change. Shifting the mindset to focusing on what the client wants (not what I want) was the catalyst to getting people in the 36 July 2020

door and they’ve been coming to us ever since.

result of our profit sharing structure.

How have the company graphs changed since the foundation?

Can you share a few statistics?

What is the reason behind your company’s long-standing success?

89% - our repeat client rate (% of clients that return to us within a year to execute another project – indicator of value, we’re clearly doing something right.

We put our customers’ needs first.

We understand that the success of their organizations lies within the satisfaction of their customers and we help guide them in their customer engagement journey. Our domain expertise coupled with prepackaged processes accentuates our uniqueness. Jolt Consulting Group’s pre-packaged best- in-class processes and configurations allow an organization to quickly plug in best practices, templates, and processes to transform their business in order to achieve symbiotic interactions that deepen customer relationships. By

Another indicator is our profitability –we’ve been profitable each and every year of our existence. The percentage of our profit continues to increase as the company continues to grow, which means we are being more efficient at what we do. This is great because, not only is it good for business, but because all of our employees benefit from this as a

implementing these tactics, it leapfrogs businesses ahead, transforming their processes from where they are today to where they need to go to be successful tomorrow.

The Products and Services What are the products/services the company focuses on? How are your services different from those in the market?

SM

Group’s LightningJolt is the blueprint for companies to migrate from ServiceMax to Salesforce’s Service Cloud / Field Service Lightning solutions.

Jolt’s team of experts will provide a seamless transition to assist organizations realize the value of Service Cloud and Field Service Lightning by providing access to migration tools and best practice configurations.

SM

-ServiceAdvantage - Jolt can also supply you with unique postimplementation support to drive continued business value with for continued system enhancements, and ongoing managed support services through our ServiceAdvantage offering

-EinsteinJolt - Jolt Consulting Group’s EinsteinJolt is a prepackaged implementation of the Salesforce Einstein for Service product. The offering enables the full breadth of the Einstein for Service functionality to be deployed in as little as 30 days.

-LightningJoltSM - Jolt Consulting

Jolt’s team of experts will

implement a pre-configured package of Einstein for Service capabilities including Einstein bots, case classification, next best action and service analytics using our prepackaged implementation offering.

This packaged offering has everything an organization needs to get started with Einstein for Service in as little as 30-days.

Is there any new addition to the list of products/services?

Anything exciting you would like to share?

-ChangeJoltSM- An often overlooked, but critical aspect of any software deployment that touches service personnel is change management. JCG is well-versed in change management and feels this it is the most important and most underappreciated factor in a service

www.theenterpriseworld.com 37

Interview with The Enterprise World

technology implementation. As a result, we have developed ChangeJolt, our service offering dedicated to change management.

According to Prosci, a pioneer in Change Management research and strategy, ‘Change Management places the necessary focus on where change actually occurs – at the individual employee level.’

When the people side of change is ignored or mismanaged, there are additional costs and risks. These costs and risks emerge at both the project level and the organizational level, and include things like active and passive resistance, morale declines, loss of valued employees, delays, and inefficiencies from rework.

-KnowledgeJoltSM Fast starts for a number of Salesforce solutions (i.e. Service Cloud, Field Service Lightning) to quickly create an ROI for our clients: -RapidJoltSM for Manufacturers Transform your service operations in less than 60 days • Manufacturers will realize a ROI within 2-3 months • Created specifically for manufacturers providing post-sales service and support • 6-8 week implementation period • Client option to pay over 12 months -RapidJoltSM for Home Health Providers Transform your mobile care delivery in less than 60 days • Home Health Care Providers (HHCP) will realize a ROI within 2 - 3 months • Created specifically for HHCPs 38 July 2020

providing patient care via a mobile care team • 6-week implementation period • Client option to pay over 12 months SM

-RapidJolt for Customer Engagement Now more than ever, customers need to feel that they are being heard and taken care of, which is why Jolt has developed RapidJoltSM for Customer Engagement which helps your organization to support their customers from afar in as little as 6 weeks.

has proven countless times throughout his 20+ year career an ability to be a savvy executive who understands the nuances of optimizing business operations, managing change, acquiring technology and managing largescale programs/projects.

My role at Jolt is to humbly lead a team of very talented and dedicated individuals that put the interests of our clients above all else. I’m proud of the work we’ve accomplished since our inception and am looking forward to continuing to grow the company and surround ourselves with field service experts.

SM

Advantages of RapidJolt for Customer Engagement: Companies with customer service operations will receive an engagement platform to support their customers via multiple digital channels.

Once you’re up and running, expect to see an ROI and extremely satisfied customers due to more meaningful engagements within the first 3 months!

Don’t think now’s a good time to be adding new expenses to your budget? No problem! Jolt is offering a payment plan that allows for payment over a 12-month period.)

Can you please brief us about your professional experience?

Jeff Oskin is the President of Jolt Consulting Group LLC. He is an expert in understanding business visions and translating those visions into concrete action plans that organizations can execute. He

How do you look after your employees? What makes your team unique?

We strive to take care of our employees on all levels. In their careers, we identify their passions and guide their educational journey to help them achieve their goals.

They each have a stake in the company and its success; they know that their contribution matters and that their opinion and voice can induce change. Our employees are encouraged to speak their minds, take risks, make mistakes and learn from them. We provide our employees with significant benefits and truly believe that their personal life matters. We encourage socialization through virtual happy hours and fitness challenges that encourage lively banter and healthy competition. Our uniqueness lies in our ability to be such a close knit group of colleagues, even though we are dispersed throughout the U.S. and some of us have never even met!

Did you know?

Small Business Statistics for Every Entrepreneur Everyone has dreamt of starting their own business based on their own ideas and dreams. With their own business, they aim to break from most of the workplace rules, the politics and everything that might limit their growth.

Whether you already own your business or are thinking of starting one, these statistics will help you get an idea of what is happening in the small business world and help you manage your risks.

40 July 2020

1. How many jobs are created by small

businesses?

Small companies create 1.5 million jobs annually and also account for 64 per cent of new jobs created in the US Small businesses generate the majority jobs in the US. The last year’s statistics show us that these small businesses have been an integral part of the US’s economy and growth. So whether a small business becomes a large or not, they equally contribute to the economic growth.

2. Small and Medium sized businesses are major drivers of global economic growth.

Over 90% of the business population represents small and medium sized businesses.

In the last few years, the SME’s have continued to generate employment and are also key players in contributing to innovation. Their contributions vary widely based on the industries, firms and countries.

But if we consider the better access to global markets and improvements in knowledge networks and digitization, the advancements in these areas have made SME’s participate in the global economy.

3. What is the most common reason for opening your own business?

55% of the people have said that their biggest motivation for opening their own business was to be their own boss.

There are many reasons why people want to start their own business. But the most common among them was that they wanted to be their own boss.

And the next most popular opinion to start your own business is to follow your passion.

When you start your own business, not only you become your own boss, but also the boss of your time. You can make your own decisions and work on them on your own time. Starting your own business will also give you more freedom in terms of how you work.

4. What is the biggest challenge for small businesses?

52% of the people responded that the biggest challenge for small businesses was the labor quality.

In the first few years people start a small business, they have to face a number of challenges that may restrict their potential. Although, among all the other challenges, the top challenges was poor quality of labor.

Other than this, the small business owners also face financial challenges, as they are not backed by a lot of funds. This is where they struggle to figure out how they can manage their finances.

www.theenterpriseworld.com 41

The Best Performing Salesforce Solution Providers in 2020

Sesame Software DATA MANAGEMENT SERVICES THAT HELP YOU TO ACCELERATE YOUR SALESFORCE DATA

S

esame Software is a data management company specializing in Salesforce data warehousing and integration services. Now, before we dig deeper, let us first find out, what exactly is data warehousing?

Data warehousing is a process where the data from source application systems is collected into a common repository so that it can be easily accessible and managed efficiently. The data can then be used to give critical insights on the organization, which helps to recognize pain points and provide actionable intelligence.

Rick Banister founded Sesame Software in 1988 as a professional services company. When the company’s primary focus shifted to data integration and data warehousing projects, they developed a toolset to make the projects easier and more reliable. In 2004, the company developed their 42 July 2020

first fully automated data warehouse product for Salesforce.

Now, they have expanded their product to include Salesforce backup and recovery, as well as offering many connectors for other SaaS systems, databases, and exotic data sources, and they support all the current popular database platforms for the warehouse.

Cutting through the Challenges

high cost associated with the many steps needed to complete it.

Sesame Software has been able to overcome the challenges of the current IT data warehousing culture, by creating a product that saves both time and expense. In doing so, the company brings immediate value to organizations who want to use and analyze their data now- instead of six to nine months from now.

“Our sweet spot is data warehouse automation.”

Nothing Succeeds Like Success!

In today’s IT world, there is often a culture in which IT Teams analyze every facet of corporate data, remodel it into star schemas for performance on underpowered hardware, and develop hand-crafted integration jobs by using drag and drop interfaces. This extensive and complicated process has proven to be a major issue, draining organizations’ resources in both time spent on the project and the

Over the years, Sesame Software has learned from experience with diverse customers, while staying profitable the entire time.

Significantly, the company has experienced a long term swing to very large customers, Salesforce and otherwise, without losing the small ones. The experience has helped the company to earn patented innovations- they have earned ten patents and have another

Rick Banister | CEO

The Best Performing Salesforce Solution Providers in 2020

“

True innovation and happy customers set us apart.

This is a company built to last, with the best product in its class.

fifteen pending in the queue. The extreme flexibility, performance, scalability, and reliability of their product is something that did not happen overnight.

The Products and Services In 2003, Sesame Software saw the need to build data warehouses faster, in order to give companies a reporting capability without coding.

With the product, organizations can access their data at record speeds and gain actionable insights with the BI tool of their choice.

Sesame’s first data warehouse project exposed the pain of having to model a corporate data warehouse, then do field-level transformations and mappings. The team built a corporate data warehouse for a major motion picture studio in three months, using a prototype that was heavy on design labor and manually 44 July 2020

capturing metadata. Sesame’s next opportunity moved the entire Salesforce data contents of a large Salesforce customer into an Oracle database, giving the company the ability to more easily run their own business intelligence product on the data, as well as a variety of complex lead management projects.

This Salesforce opportunity resulted in an ETL product that relies on SQL to do all the mapping and an instant data warehouse product that turns a SaaS system into a data warehouse.

This year brings Sesame’s 6.1 release, which includes a data recovery user interface for Salesforce data that allows recovery by non-technical users.

Sesame’s unique and patented technology allows customers to keep all versions of records without having to backup the full org every day, to pick which versions of records to restore, and to recover

related records with the parent deleted record to any level in the hierarchy, as well as recursive relationships. The company will continue to add more complex recovery capabilities with future releases.

Views on Competition “A single plan is doomed to fail.

Resilience depends on considering all possible outcomes of every major decision, and being prepared to handle what actually happens rather than what you intend to happen. It is frankly exhausting, but I’m very happy with the results.

Patience is required, as well as having many strategies that get put into motion, depending on what’s happening on the ground. Nearly every fear I’ve ever had came true, and I survived it all to tell the story.

Knowing that calms me greatly.” Rick Banister, CEO

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Interview with The Enterprise World

Wilco Source One Stop Cloud Shop S

alesforce services have helped numerous organizations in improving their efficiency. Be it with the cloud computing, or any other digitalization services, when given a choice, most will go for Salesforce indeed!

Helping organizations achieve the outcomes they seek through their value is Wilco Source. In this interview with The Enterprise World, Sundararaman Ramasamy, CEO and Cofounder of Wilco Source tells us exactly how they do it!

The Company Tell us about the company.

My co-founder, Kedar Relangi, and I started Wilco Source in 2014. We had previously worked together as part of the IT team at Pacific Pulmonary Services where we achieved a number of breakthrough results with applications our teams were developing. It was also during that time, however, that we began to see the ever-evolving challenges IT executives were facing. Through dialogue with our peers and other technology experts outside of Pacific Pulmonary Services, it became clear that these challenges were ubiquitous and growing in complexity. We wanted to help our peers and other IT leaders achieve success, and it was from that vision 46 July 2020

that Wilco Source was formed.

but we’re always on the hunt.

Today, we are a Salesforce Silver Partner with a proven track record in the healthcare and life sciences industries with a focus on lead-tocash and contact-to-resolution. Our team has grown to over 200 employees across the US, India, and Mexico.

Which was that point that triggered the growth of the company?

What were the initial challenges you faced?

Because of the relationships Kedar and I developed through our years in the industry, and because of the results we achieved for some of our first customers, we were fortunate to have built a steady stream of business. One challenge that has persisted for us –– and it’s certainly not an issue that is unique to us –– has been finding the right talent as we continue to grow. We have a unique culture and from day one, set out to provide opportunities to those who didn’t have as many, which has helped us source talent from some unlikely places. We’ve long believed we could develop technical skills in anyone who possessed drive, passion, empathy, and commitment. So, these two things have helped us maintain a steady stream of talented individuals,

Though we have been fortunate to realize year-over-year growth from the start, we’ve seen marked growth in the past two years as more organizations have committed to digitization. Particularly in healthcare and life sciences, as these industries undergo a paradigm shift towards delivering patient value and a better patient experience, the need for dynamic, cloud-based and interoperable technology infrastructures has become imperative. Over the last several years, many organizations have been shifting away from, or reducing their reliance on, legacy systems and adopting more robust, forward-compatible tools like Salesforce.

How have the company graphs changed since the foundation?

Can you share a few statistics?

Sundararaman Ramasamy CEO and Co-founder

What is the reason behind your company’s long-standing success?

It’s our people and our approach.

We prioritize hiring for culture-fit and as a result, we’ve built a team of deeply committed, empathic individuals who deliver on our brand promise in every way. Our approach, which we refer to as the “Wilco Way” follows three specific promises: We listen, we understand, we deliver. And our team lives this out not only through the work they do for our customers, but also in their support of one another.

What are the products/services the company focuses on? How are your services different from those in the market?

Wilco Source has become a trusted, strategic partner to organizations in healthcare and life sciences. As a Salesforce Silver Partner, we have a history of success in aligning business goals with technology to deliver results. We also specialize in cloud architecture consulting, implementation, integration, migration and custom development.

We provide support, training and change management services, and

have become trusted managed service providers to many of our clients. Our multi-cloud expertise, industry-specific knowledge, and “Wilco Way” of delivering results sets us apart, but more importantly empowers our clients to maximize their Salesforce investments and achieve operational efficiency.

How do you decide to take the company a step further in terms of your products/services?

We are entrenched in healthcare and life sciences, and strive to remain one step ahead in terms of

www.theenterpriseworld.com 47

Interview with The Enterprise World

developing the solutions to the ever-evolving challenges and complexities in these two industries. We also stay on top of key Salesforce updates and products, and it’s these two things that help inform the services and products we develop or build upon.

Is there any new addition to the list of products/services?

Anything exciting you would like to share?

We recently worked in tandem with Salesforce to introduce a Health Cloud solution that enabled several hospital organizations in Mexico to quickly digitize core elements of their operations and the patient experience. They were able to stand this solution up, get their teams onboarded and launch a patientfacing portal in time to manage the anticipated spike in COVID cases.

This solution, because it’s configurable, has a broad use case across healthcare. Because it can be customized and implemented quickly, it’s become a tremendous asset to organizations who've realized the urgency to digitize over the last few months.

What do you think are the responsibilities of an entrepreneur?

Both Kedar and I strongly believe it is our duty as entrepreneurs to provide opportunities to those who may not have as many. We both came from very humble upbringings, having grown up in more rural towns in India. Our opportunities have come from the support of our network and now we’re focused on paying that forward. We are working to provide opportunities to individuals in rural 48 July 2020

parts of India as well as in the communities that are underrepresented here in the U.S. We don’t believe in hiring solely on the credentials of one’s resume, but on the content of their character.

We’ve developed a unique training infrastructure so we can provide anyone coming into the Wilco family and opportunity to develop technical and communication skills, even if that wasn’t their background.

Can you please brief us about your professional experience?

I moved to the U.S. in 1999 and have held a series of IT roles ranging from software programmer to director of applications development. Outside of serving as a technical advisor to a financial services firm, my career has been focused in the healthcare industry.

In 2014, I co-founded Wilco Source with Kedar Relangi.

What are the key achievements of your entrepreneurial journey?

One key achievement has been the partnerships we’ve developed with rural universities in India to provide career opportunities as well as career training to students. We are also doing something very similar with 100 Black Men of the Bay Area, a non-profit dedicated to improving the quality of life in African American communities through developmental programs.

How do you look after your employees? What makes your team unique?

We have a strong commitment to our company culture and the personal and professional

development of our team. We provide ongoing training and mentorship to those who want to advance or learn new skills. Of course we offer great benefits and other perks, but I think it’s our dedication to supporting personal and professional growth that sets us apart and has enabled us to maintain a higher-than-average employee retention rate.

Is there any special experience with your clients you would like to highlight?

Our first priority when working with clients is to gain their trust and confidence from the get go, and continue to build on it over time. In fact, we often continue to serve as the go-to, trusted advisor for clients who come to us for our expert opinion on their projects even after our contract has finished. We're always happy to continue to serve in that capacity.

Constant vigilance- a need or a strategy? Please share your views.

In my opinion, constant vigilance has been a tactical need but with the current conditions it has to be a strategy to any business or life. We have to be alert and aware at all times. We should be ready for any danger and prepared to fight back.

It’s a rat-race out there. How do you cope with that?

I find simply being present and practicing deep listening enables me to remain balanced. By being truly present for the people around me, I’m able to really hear and understand them –– and I often learn something new.

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From the Editor

McGregor’s Model of Motivation A

s a manager of the team, what do you think are the factors behind your employees’ motivation to come to work every morning?

Do you believe that their work motivates them? That they get satisfaction from their work and strive to give their best? Or do you think that they come in for the money and that they see work as a burden?

50 July 2020

Why these questions? Because the assumptions you make about your employees greatly influences the way you manage them.

Douglas McGregor, a social psychologist famous in the 1960s developed two contrasting theories that explained how the manager’s beliefs and behavior about what motivates the employees affected the management style.

Let us understand this theory of McGregor and understand how it applies to the workplace.

Understanding Theory X and Theory Y In his book, ‘The Human Side of Enterprise’, McGregor explained Theory X and Theory Y. The two theories refer to two styles of management—authoritarian (Theory X) and participative

(Theory Y).

If you are of the belief that your team members dislike their work and have little motivation towards their work, then your style of management is most likely to be authoritarian. McGregor called this as Theory X. This is an approach that is considered to be very 'handson'. This involves micromanaging the people's work to make sure that it gets done in the right way.

On the other hand, if you think that your team members take their work seriously, that they take pride in what they do and strive to perform best, then your management style is participative. He called this approach as Theory Y. The managers who use this approach trust their team members in taking the ownership of their work and do it effectively by themselves.

The approach you take will influence your team members.

Therefore it is important to understand your perceptions of ‘what motivates them?’ as it can shape your style of management.

Let us take an in-depth look at both of these theories Theory XThe managers who go with this approach are generally pessimistic.

They assume that their team members dislike their work and are naturally unmotivated. And as a result of these assumptions, they believe that their team members constantly need to be rewarded, prompted or punished to finish their

work.

The organizations that use such an approach tend to have a repetitive nature of work. The motivation theory used for the people is that of ‘carrot and stick’. The employees are generally given performance appraisals and remuneration based on their work outputs.

This style of management assumes that the team members· Dislike their work · Tend to avoid responsibility and need constant direction · Have to be controlled, threatened to complete their work · Have a constant need of supervision at every step Although, according to McGregor, this approach of management is applied where there are several tiers of managers and supervisors.

But in the recent times, Theory X style or management has largely fallen out of practice. Speaking of the larger organizations, they find it unavoidable to adapt this style just because of the number of people and the deadlines.

Theory YUnlike the Theory X managers, Theory Y managers are optimistic, and their style of management is decentralized and participative.

This approach of management encourages a collaborative and a trust-based relationship between the managers and the team members.

The people are given greater

responsibility and their managers trust and encourage them to develop their skills. This approach also uses appraisals, but unlike Theory X approach, they are used to encourage open communication and good performance rather than to control the staff.

Their style of management assumes that that team member’s are· Happy to work on their own initiative · More involved in decision making · Self motivated to complete the tasks · View work as fulfilling and challenging · Solve problems creatively and The Theory Y style of management is more popular among the organizations. This is because this increases the employees’ desire for meaningful careers and provides them with experience than just Theory Y is viewed superior to Theory X. This is because; Theory X reduces the people to ‘clogs in machine’ and is more likely to demotivate people in the long-run.

Most managers generally use the mixture of the two theories. But one can also favor one to the other.

Like some may have a natural leaning towards micromanaging the people, while some opt for the hand-off approach.

At any given time, and irrespective of any theory you use, it is ultimately your goal to understand your team members and get the best out of them!

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