Jai Mulani of IBT tells us about offering end-to-end technology and business process outsourcing (BPO) solutions to medium to large enterprises.
First of all, how are you and your family doing in these COVID-19 times?
Jai Mulani: We are all good. Thank you.
Tell us about you, your career, how you founded IBT.
Jai Mulani: It was 2009 when I started this company with not much money in my bank account. The recession was at its peak when I started IBT and every month was a challenge till the end of 2010 when my team and I moved out of survival mode, and later in 2011, we moved towards a growth trajectory. My ambitions and my dreams are the sources of my inspiration to work and raise the bar every day.
IBT was bootstrapped, and I did not go for raising funds from VCs. Due to this, I had to face the two most challenging aspects of the business:
- Fund Management
I think these are 2 challenges every company faces while it is in Survival Mode & they are small, so did we. But working hard, smart, and with consistency, we made it up here.
How does IBT innovate?
Jai Mulani: IBT is one of the largest Technology and Outsourcing companies in the Middle East. We offer end-to-end Technology and Business Process Outsourcing (BPO) solutions to medium to large enterprises.
We have adapted a customer-centric approach while keeping innovation in mind. While prospecting any client or any project, we understand the scope and need of the business, and we reverse engineer to develop a tailor-made solution to deliver the services to our Client. This Strategy has always kept us on the edge of the Technology & Outsourcing landscape.
How does the coronavirus pandemic affect your business finances?
Jai Mulani: Many of the enterprises are being shut down due to the losses and the misfortune of inoperability that has been struck like a thunder called Covid-19.
IBT has adapted to the dynamic changes presented by the ongoing pandemic and reshaped our business & fund management strategies.
Did you have to make difficult choices regarding human resources, and what are the lessons learned?
Jai Mulani: We have amazingly talented people with us, and our people are our strength, and that got proved during the beginning of the pandemic. Each and every employee came forward in support of the business in all the possible ways to support the business. We also allowed all employees to work from home for a few months with the same level of support, KPIs and SLAs delivered to our customers.
How did your customer relationship management evolve? Do you use any specific tools to be efficient?
Jai Mulani: Absolutely, this was the time to show support and partnership to our customers.
To support our customers, we offered free Services for a month up to three months for businesses that were financially impacted hard by the pandemic.
Did you benefit from any government grants, and did that help keep your business afloat?
Jai Mulani: We did not have any need for any external support or external funding. We are a financially very well-funded and organized business.
Your final thoughts?
Jai Mulani: “If you are able to move through the zones of survival, growth, sustenance, and crisis multiple times while retaining your people and growing your business – you are a leader” — Jai Mulani
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