How ITCG India Leverages CX to Drive Client Loyalty and Growth?

Nilesh Kuvadia, Founder Director of ITCG Solutions, shares his insights into maintaining high standards of customer experience in an evolving IT landscape. During his brief interaction with Amit Singh, he discusses the challenges of delivering personalized service, the strategies that have helped his company build lasting client relationships, and how focusing on CX has driven significant business outcomes for ITCG India

What challenges have you faced in maintaining a high standard of CX, and how have you overcome them?

Maintaining a high standard of customer experience (CX) comes with significant challenges, particularly in terms of time constraints and specialized manpower. To overcome these, we often extend our work beyond regular hours and even on holidays. Senior leadership involvement is key in certain cases, and we ensure that senior technical staff is always on hand to handle extraordinary situations. In many cases, we go beyond the scope of the original work to exceed customer expectations, which helps us maintain a high standard of CX.

What strategies or technologies have you implemented to personalize service delivery and improve client satisfaction?

Client satisfaction is fundamental to earning repeat business. Our first strategy is always to design a solution that addresses the specific pain points of the customer. Afterward, we plan the implementation process and assign the right team for execution. Since technologies evolve constantly, we ensure we stay updated on the latest advancements that can help ease our customers’ workloads. This approach guarantees personalized service delivery. Additionally, we make it a practice to collect feedback after project completion, which goes a long way in improving client satisfaction.

Can you share examples of how proactive communication and support have helped in building stronger relationships with your clients?

Proactive communication is one of the best strategies for building strong client relationships. There are times when we foresee a delay in project completion. Informing the customer proactively, with valid reasons for the delay, helps build trust and creates a lasting bond. In our projects, we always provide customers with the execution plan, escalation matrix, and emergency contact information. This transparency helps alleviate any concerns and builds a strong long-term relationship.

Additionally, we keep our clients informed about upcoming offers, new technologies, and even potential cyber threats, whether or not it directly leads to new business. This consistent engagement ensures that we stay at the top of their minds when they consider new projects or services. Strong customer relationships have consistently led to repeat business.

How do you gather insights on customer satisfaction and act on client feedback to continuously improve your services?

We have implemented a Call Report system, where our support staff collects detailed feedback from customers after each service call. This form includes information on the work completed, challenges faced, suggestions for better performance, and any pending issues. This gives us valuable insights into customer feedback and highlights areas where we can improve our service delivery.

How do you identify the rate of and reasons for customer churn? How do you analyze customer support ticket trends?

We regularly analyze the ratio of new customer acquisition to repeat business and monitor customers who have left. We work closely with account managers to understand the reasons for any customer churn. If the issue stems from service delivery, we delve deeper into customer support tickets to analyze trends and identify areas that may have contributed to dissatisfaction.

What kind of freedom do you offer to employees to rescue a bad/negative customer experience?

All employees who have completed at least two years with us are fully empowered to make decisions within their role, especially when it comes to resolving customer issues. We operate in an open environment where employees have full autonomy to address and resolve negative customer experiences without needing management intervention unless they specifically request assistance.

Can you share a success story where focusing on CX led to a significant business outcome?

One of our clients initially chose a competitor to purchase a network operating system, as our offer was slightly higher by Rs. 5000. However when they faced a network problem, the competitor demanded an additional Rs. 10,000 before even addressing the issue. The client turned to us for help. We quickly resolved the problem and, because it was minor, did not charge them for the service. This gesture led to a year-long annual maintenance contract (AMC) worth over Rs. 1 lakh. Our philosophy is simple: alleviate the customer’s pain first, and only then discuss payment if necessary. This approach has consistently resulted in significant business outcomes and long-lasting goodwill.