When we say we need to change with time, it implies that we need to stay relevant. Changing times have brought us far too many things, new technologies, new ways of operations and everything we use today. Businesses now need to adapt to these changes and modify and upgrade their systems. Today, digital revolution is no longer a new thing; technology has penetrated every aspect of our lives, at an unbelievable scale. Technology is transforming the way we approach day-to-day business.
Pioneering in the domains of digital transformation and customer experience, Mr. C.K. Shastri founded Intense Technologies. Intense Technologies odyssey began with the proverbial handful of dollars and limitless dreams.
The Journey-
Intense Technologies produces software products and offers consulting services for digital transformation through their platform UniServeTM NXT. Their products and services are used globally by Fortune 500s for digitalization of customer experience life cycle, resulting in greater customer-centricity, reduced operational expenses and improved revenues. The company has more than two decades of experience in helping enterprises digitalize their customer interactions and have proven capabilities in data management, customer communications, customer on-boarding, customer identity management, B2B customer experience and financial reconciliation domains. They have strong domain knowledge in telecom, banking, insurance and government verticals.
“We understand the need for enterprises to provide a multi-dimensional experience that is consistent, personalized and contextual to their customers.”
Intense Technologies’ platform brings together a bouquet of advanced technologies such as Artificial Intelligence, Robotic Process Automation, API management, Microservices, Business Process Management amongst others and most complex enterprise applications can be built without having to code, and business processes can be automated quickly.
Their consulting services help enterprises build competitive advantage by delivering clear KPIs of reducing operations costs, improving revenues and enhancing customer experience. From providing solutions, to consulting services, Intense Technologies makes businesses more agile and helps them adapt to digital.
The company has improved business processes for some of the leading players in telecom, banking and finance, insurance, and other sectors. Intense Technologies’ customers include Bharti Airtel, Vodafone UK, Rjio, HDFC bank, Idea Cellular, Omantel, Etisalat, ICICI Prudential Life Insurance, GE Money, Bharati AXA Life Insurance, HDFC Life Insurance, and many more.
Their products and consulting services are designed for process automation, Big Data Analytics and personalized digital engagement. Today, Intense Technologies processes 25 billion USD worth of client revenue data, helps on-board 2.5 million customers daily, and sends more than 500 million customer communications every day across their engagements. They serve customers in 45+ countries across 4 continents, with a 70% market share in telecom domain in South Asia; have 10+ years of experience in telecom and insurance domains, and an award-winning product portfolio.
Standing Strong through the Challenges-
At the start, capital and brand building was a major challenge. While the solutions and services were mission critical, large enterprises always preferred to engage with big brands. To overcome this and win the trust of customers the company partnered with multi-billion dollar system integrators. They helped them penetrate global markets and deepen their understanding of the domains.
Another major challenge was that their solutions and services had long sales cycles. Because of the B2B nature of the business and the domain of their offerings being critical to business operations the company had long sales cycles. To overcome this they expanded their scope to many verticals and launched SAAS models of their offerings.
“A great team, persistence, and consistent innovation helped us sail through our challenging times.”
Customer centricity was a critical factor responsible for the growth of the company. Satisfied customers, continuous investment in technology and consulting services for customer centricity led to the growth of the company. They realized that their Customer Communications Management solution had gained traction in the market and started evolving other solutions and services that helped automate journeys of customer experience lifecycle. The company quickly expanded their portfolio of products and services to include business critical aspects such as customer on-boarding, B2B customer experience, centralized engagement hub and financial reconciliation.
“Today, with our platform we help ease the Digital Transformation journey of enterprises with enhanced CX being a significant result of the transformation.”
The Service Portfolio-
Today’s enterprises need to continuously reinvent themselves and explore new business models to remain relevant to their customers. A partner ecosystem built around the digital platform is soon becoming a reality in many verticals like banks, insurance, retail and health. Intense Technologies’ consulting services built on UniServe™ NXT, Rapid Enterprise Application Production platform helps in bringing out business model transformation that aligns with changes to operating processes, exploring business models and IT systems. A Platform is a binding force that brings together multiple stakeholders including connected things with varying objectives to co-exist.
High-productivity application development platforms like their- UniServe™ NXT, essentially accelerates the entire process of collaborating with partners in a secured way, redefining customer experiences and bridging legacy systems for business agility. The company helps enterprises enable their services through digital channels and also collaborate with external players to build competitive edge and explore new business models. It helps enterprises to reimagine themselves to be more responsive to the demands of the market.
Intense Technologies’ business model of directly engaging with large enterprises through consulting services in the domains and markets where they have a strong presence and partnering with System Integrators to increase reach into global markets and newer verticals helps them in leveraging the opportunity.
The company helps organizations lower customer support costs, improve revenue generating avenues, enhance customer experience, reduce operational expenses of technology and collaborate securely with other players in the eco system. All of these are essential elements of reimagining the value proposition their customers deliver.
The platform with its open, modular architecture supports co-existence of various technologies like BPM, user experience design, data management, configurable API engine and AI capabilities on a single platform and enterprises can leverage various functionalities to build custom solutions or digitalize business processes with required flexibility and extensibility.
A Changing Landscape-
“Technology has always been the game changer.”
Who’d have ever imagined that Artificial Intelligence will change the way we interact with customers with chatbots, algorithms, predictive behaviour and more. AI is an immensely powerful tool. Going forward, Internet of Things (IoT), Blockchain will empower enterprises in a way that it reduces costs and expedites business processes. Intense Technologies is incorporating these advanced technologies into their platform to make it simpler for enterprises to leverage these technological capabilities.
As a company driven by technology, Intense has always believed that reinvention can help enterprises navigate through change. It is the ones that think ahead or futuristically that are better equipped when it comes to disruptive technology. Their focus has always been on technological innovations to stay ahead in the market. The company has invested heavily in the R&D and built services and products that help enterprises stay agile by leveraging technology.
Enabling digital transformation for enterprises through consulting services, customized solutions, no code platforms, AI, RPA and more, Intense has not only adapted to changing technology landscapes but has been a step ahead with reinventing and reimagining the future.
“Our strategic objective is to build a sustainable organization that remains relevant to our customers, while creating growth opportunities for our employees, and generating profitable growth for our investors.”
The customers are dealing with the challenge of reinventing their core offerings, processes and systems to adapt to the digital age. The journey of digital future requires not just understanding of new technologies but an appreciation of existing technology landscapes, business processes and practices.
Intense Technologies’ consulting services helps customers execute their journey to the digital future at a fast pace in a unified, consistent and rich way enabling digital channels to consume the underlying technology capabilities and services of legacy systems to produce next generation digital customer experiences. They are able to build new enterprise solutions in swifter timelines, experiment new business process logic and build new partner ecosystems with UniServeTM NXTplatform.
The company is now innovating with new frameworks to extend their consulting services to other verticals in the small and medium business segments. They are adopting cloud to host their solutions and ensure greater penetration into the markets. The company is planning to invest in promoting their brand image by participating in global events and undertaking digital marketing activities.
Mr. C.K Shastri- More than an Entrepreneur
Under Mr. Shastri’s leadership, Intense Technologies grew from strength to strength to be eventually recognized as a global technology leader. He is passionate about business excellence, entrepreneurship and India’s place on the global stage for excellence in enterprise software products. He believes that keeping the customer first and understanding their evolving and future business needs is the key responsibility of an entrepreneur. The most important stakeholder is the customer. Building the customer base, retaining them and ensuring highest levels of customer satisfaction make a solid foundation.
He began his career with Xerox before embarking on the entrepreneurial journey with Intense Technologies. Having served as a Council member at NASSCOM Conclave, his learnings about the industry have been continuous. As a speaker at many tech forums, he has had the pleasure to meet and interact with renowned people from across the world.
He believes in ‘leadership through transparency and empowerment’ and as a top management professional has set an example in corporate excellence by adhering to the best practices in management, leadership and motivation. Overall, he is a people person, passionate about building teams and mentoring miracles.
“Leading a team, taking charge and empowering the team, representing the company, being the “visionary”, looking for opportunities and new directions makes an entrepreneur complete.”
The Team, Awards and Accolades-
“I have always believed that it is all about empowering every employee rather than demonstrating power.”
Success in the workplace depends on people, well-coordinated teams and a collaborative environment. Intense Technologies is extremely proud of every employee for their efforts, their excellent work quality, commitment and zeal to innovate and create.
As a technology company they very well understand not just the demands of the customer and the market but what it takes to retain talent. The company sees low-code development as means of allowing their technical teams to concentrate on strategic initiatives and innovations. Their HR policies and practices are well-defined, ensuring a continuous learning environment for employees. They have fair rewards systems, recognition programs and an encouraging work culture. It would be apt to say that Intense is a transparent organization with clear communications and always open to employee feedback.
“We believe in autonomy, giving employees the freedom to innovate, create and learn.”
Today, as they have grown as an organization, Team Intense has initiated engage activities that includes training, CSR activities, employee engagement activities and more. The enthusiasm in the teams for their work is motivating and is surely the way to go.
As a recognized player the company has received many Awards and Accolades. Some of them include-
- Aspire Leaderboard™ CCM-Overall positioned as ‘Focused’ & Business Automation positioned as ‘Leader’ 2018 and 2019
- Gartner published us as a Niche Player in Gartner Magic Quadrant for Customer Communications Management(2017)
- Intense Technologies won the iCMG Architecture Award of Excellence 2016 in the category, ‘Future IT (Emerging technologies)’
- Forrester prominently published us in their report titled “Hot Emerging Indian Business Technology Vendors to Watch in 2015”
- Our solutions are featured prominently in “Indian Enterprise Software Products on Accelerated Growth Path”, a research conducted by NASSCOM and FROST & SULLIVAN
With clients across 45 countries in 4 countries, Intense takes immense responsibility in delivering value and improving business process for every customer. Every client has played a significant part in their journey thus far. While they work as technology enablers, enabling enterprises in their digital transformation, the experience with every client is special. Every repeat business from existing customers is encouraging and Intense Technologies values their long-standing relationship with each of its customers.
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