IT Leadership Opinion

Have a Communication Strategy; Listen to Organisational Problems: Diljeet Saluja, Decimal Technologies

Decimal Technologies is a leading technology company in the BFSI space fulfilling the digitally transformation needs using cutting edge technology and well thought through products. The company offers solutions with deep customer insights and agile mind set, helping to achieve business KPIs  in areas like customer acquisition, on-boarding, fulfilment and servicing.

Diljeet Singh Saluja, COO, Head Delivery, Decimal Technologies spoke to Gargi Chakravorty of dynamicCIO about the key aspects of digital transformation and the challenges being faced in the journey.

DCIO: What are the key challenges faced by your business in today’s context?

Diljeet Saluja: The challenges are two-fold – those faced on the business front and those faced on the technology front. The key challenges faced on the technology front today are that of stability, scalability, security, and availability. On the other hand, the business is grappling with the challenges of revenue growth, creating new revenue streams, new channels of growth, cost optimisation and testing new business idea quick enough in the market i.e. agility.  Balancing these two disparate sets of challenges is a daunting task for any company today. That’s where most companies are struggling with in their organisational transformation journey.

The other unique issue within organization is the inside-out thinking while designing solutions that misses the true customer insights.

DCIO: What could be some of those initiatives that can help solve the critical organisational/business problems?

Diljeet Saluja: Most organisations today are focused on the aspects of agility and stability of their IT solutions and how can the two be balanced.

There are two ways to address this problem.

First is cultural transformation within the organisation. By practicing a cultural change initiative, you can bring in new dimensions of creativity and collaboration which in turn helps in preparing the organisation for growth. This also brings in thought process of appreciating stability of IT assets while emphasising on agility that helps in getting the basic hygiene in place.

The second important aspect is to focus on customer insights – integrating customer lifecycle issues, user behaviour and ways to figure out how the customer/end-user thinks or behaves. It is vital to figure out what the end customer is looking for and how can you address their problems – be it technological, digital or business – through various platforms and solutions that you have.

A CIO/CDO has to have a consistent communication strategy to listen to the organisational problems and seek feedback on those initiatives. That makes the whole approach very proactive and effective.

DCIO: Can you tell us about some of the key initiatives that you have been a part of and their outcomes?

Diljeet Saluja: In my previous organization, we created a focussed platform for collaboration of IT and business leaders in the form of Digital CoE that gave us huge success in implementing new assets. A lot of daunting tasks were led by this team to its fruition, which gave us significant lead in terms of market share and revenue growth. This happened because of the collaborative and agile work environment that we created by addressing the cultural and transformational issues. That provided us a huge uplift in our TTM helping over achieve our online revenue target and made us market leader.

Also, our digital roadmap initiative got a new momentum with the creation of an integrated customer journey. This gave us clarity on where were we going wrong. Instead of ‘inside-out’ thinking, we applied ‘outside-in’ thinking. This helps us in understanding customer’s key pain points, and thus, designing the solutions customised to their needs.

DCIO: What’s your vision for the next 18- 24 months?

 Diljeet Saluja: As an organisation it is important for us to test our ideas/hypothesis. At the same time, it is also key to know whether or not our IT assets are delivering to this promise or not.

This requires a great deal of agility. We intend to intensify our approach to serve customers better with a customised approach and by using the right technology platform/product.

We believe that having right Product, Agile mind-set and DevOps can solve this problem to a larger extent.

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