Personalized Customer Service- mantra for success

CSM Technologies was started in the year 1998 with almost zero capital, but it was only the 1999 super cyclone that gave Priyadarshi Nanu Pany, Founder, President and CEO, a chance to use technology for a social cause. He started Orissaindia.com to provide useful, relevant information and connect the calamity struck citizens of the state with the world.

There were several challenges facing Pany. He had planned to use technology and the internet to re-engineer government processes. All the while, he needed to generate revenue for CSM to organization to survive. The solution came in terms of small IT functionalities like Matrimonial, Discussion forum, Opinion Poll, Guestbook, to ensure that his eyeballs on the portal were consistent.

1. What are the   suite of services that CSM offers, and the current focus of the company?

CSM Technologies has developed three products Kwantify, Health-e, and Getitrite. Kwantify is a knowledge management portal and offers a tool for internal operations with 100+ applications, which are   access driven and business specific as well as highly responsive. It helps you manage internal processes, enhance productivity and improve the communication strength of business.

Health-e is a solution for Hospital management system. It is a suite of solutions designed for hospitals to manage scientific information as well as the treatment modalities offered by more than 10 departments. The application can manage all patient details and their easiness to deal with paper works, manual operations were not lucrative options.

Getitrite- It is an IT asset management solution. Organizations need a single platform to handle IT solutions, for various reasons, primarily because there are multiple vendors. An ITIL V3 compliant solution that facilitates effective tracking of hardware related issues.  It is a hardware support tracking system which guarantees seamless tracks and ensures quick & timely resolving of your hardware related problems. It is designed using globally recognized framework of best practices for IT service management and is a practical, no-nonsense solution for identifying, planning, delivering and supporting IT services to the business.

We are a company of different breed, and almost 80% of our revenue is from exports. We believe we are next generation IT company and trying to see export back to India and SAARC countries. We have both private and government companies in our portfolio. We see potential in the Government and corporate sectors as most of the corporate have made large investments in IT.

We are trying to open the trade in African Continent where most of the Indian and US companies have their presence. We are building on some products to sell in emerging market.

2. Which are the potential verticals for your business? What are your major growth areas?

Kwantify is to do with any organization that has large investment in IT, accounting management, equipment, product for corporate. We have not yet found market in India for our products but we have good opportunity in Dubai, MENA region, Sharjah. We market our solutions in Jumbo Electronics in Dubai.

There are two primary requirements in India for IT in private and government departments. In the Health-e solutions, we have done couple of deployments in Dubai and Sudan. We are getting US standard certification for our products. We will also be targeting the domestic market with HL7 certification. In developed countries, smaller players get good opportunities, but in India, entry into the market is difficult. We have found opportunities, and have done some big installations in AIIMS. Getitrite is focusing across government vertical across the country. The growth is coming from E-governance and affiliation of customers in Africa. We are developing lot of IT strategy, roadmaps for IT industry, and doing lot of consulting for the area. We are also consulting on property tax in Ethiopia.

3. What are your expansion plans?

We are expanding in India and Africa. Government has tremendous opportunity and we see IT requirement in the sector. We are expanding in Simla, Jharkhand, Odisha, Bhopal, Rajasthan and Delhi. We have set put up wholly owned subsidiaries of CSM Technologies in Eastern and North Eastern African countries like Kenya, Uganda, Ethiopia, Sudan. We are also trying to acquire a small company in Ethiopia. We have a clear cut demarcation of geographies where we want to grow.

Mobility excites us now and we are developing innovative applications for government in that area. We have also developed some e-governance mobile apps like paddy procurement app.

4. What is your go to market strategy?

We feel that an attitude that is best for our industry is to provide individual l support to each customer. We believe that quality and process have to go hand in hand and educate customers on our product and quality. We have been trying to communicate this philosophy in many different ways.