Adarsh Kumar: An Eminent Industry Stalwart Lauded For His Exceptional Customer Centric Strategies
Adarsh Kumar
Managing Director & COO
"Adarsh commenced his professional journey with one of the group companies of birla group to lead their f&a division before moving to ienergizer group, around two decades back"
Right after the completion of his CA, Adarsh commenced his professional journey with one of the group companies of Birla Group to lead their F&A division before moving to iEnergizer group, around two decades back. Initially responsible for leading the commercial & overseas assignment for iEnergizer, he was chosen to visit the US and understand the potential of the opportunity to present to the Board, in the advent of the BPO era
in India. Equipped with extraordinary expertise in understanding international contract terms and conditions along with Cost models, Commercial negotiations, Project Management, Financial due diligence, Adarsh has negotiated major contracts with numerous domestic and international clients. Being associated with the iEnergizer group for the last 21 years, Adarsh has been with the organization from every aspect of the business starting from delivering the process excellence to customers thru an effective customer centric approach to leading the commercial & overseas assignment.
To shed some light on some of the phenomenal aspects of his journey so far and the distinctive experience he has garnered from it, Adarsh engages in an exclusive interaction with CEO Insights.
Define iEnergizer Limited as an organization and its current position in the market?
As a global provider of Business Process Outsourcing(BPO) solutions iEnergizer assist leading companies across various verticals such as Healthcare, BFSI, Gaming, Publishing and Legal industries to
accomplish success in outsourcing mission critical business processes. With over 25,000 committed professionals on its team, iEnergizer crafts and operates customized customer contact, back office, and high volume transaction processing centers that serve the entire customer lifecycle, starting from outbound first contact to post sales support and every thing in between.
How is iEnergizer different from other players in the market? What role do you and your team play in maintaining the uniqueness of the company?
In the last 21 years of our existence, we have been successful in establishing ourselves as an upright and trustworthy partner with all our engagements across India as well as overseas clients. Instituted on a sturdy foundation of values & culture, which revolves around people centricity, iEnergizer presently stands tall amongst the top 10 Pure-play BPOs in India.
Besides the activities being trusted upon us, we are known for the value addition role, that we deliver to our partners. Our focus has always been to understand our client’s pain areas and work on solutions, which has resulted in ensuring their respective leadership position, through very effective CX strategies. As an organization, this strategy has led us to a market position where we are trusted for the customer engagement needs of our partners and clients. I can proudly claim that as an organization and as a team, we have not lost a single client till now, due to performance related issues.
How has been your response to the challenges induced by the covid-affected market and the need for new strategies? How did you overcome them?
One thing which we were very proud of at iEnergizer during the entire pandemic phase, is our trademark enthusiasm and commitment. There were some dynamic changes happening all around, and quite frankly, no one in the world was ready for the turbulences caused by those vicissitudes. But, with the positive support of each and every member of our company, we have managed to work with all our clients to deliver them the best-in class services.
Not only did we have to transform our selves digitally over night but we also had to get acquainted with the differentiated and innovative move of the industry i.e. remotely working cultures. Our strategy during & post pandemic has revolved around staying engaged with customers, strengthening digital capabilities, engaging predominantly with our business ecosystem. Not only we have been able to sustain the waves of the pandemic but have also been able to come out of it as a much sturdier organization.
Besides the activities being trusted upon us, we are known for the value addition role, that we deliver to our partners
How is iEnergizer different from other players in the market? What role do you and your team play in maintaining the uniqueness of the company?
In the last 21 years of our existence, we have been successful in establishing ourselves as an upright and trustworthy partner with all our engagements across India as well as overseas clients. Instituted on a sturdy foundation of values & culture, which revolves around people centricity, iEnergizer presently stands tall amongst the top 10 Pure-play BPOs in India.
Besides the activities being trusted upon us, we are known for the value addition role, that we deliver to our partners. Our focus has always been to understand our client’s pain areas and work on solutions, which has resulted in ensuring their respective leadership position, through very effective CX strategies. As an organization, this strategy has led us to a market position where we are trusted for the customer engagement needs of our partners and clients. I can proudly claim that as an organization and as a team, we have not lost a single client till now, due to performance related issues.
How has been your response to the challenges induced by the covid-affected market and the need for new strategies? How did you overcome them?
One thing which we were very proud of at iEnergizer during the entire pandemic phase, is our trademark enthusiasm and commitment. There were some dynamic changes happening all around, and quite frankly, no one in the world was ready for the turbulences caused by those vicissitudes. But, with the positive support of each and every member of our company, we have managed to work with all our clients to deliver them the best-in class services.
Not only did we have to transform our selves digitally over night but we also had to get acquainted with the differentiated and innovative move of the industry i.e. remotely working cultures. Our strategy during & post pandemic has revolved around staying engaged with customers, strengthening digital capabilities, engaging predominantly with our business ecosystem. Not only we have been able to sustain the waves of the pandemic but have also been able to come out of it as a much sturdier organization.
What according to you is the success mantra that makes you and your company stand where you are today?
The static mantra that we always adhere to is that ‘The customer is the primary driver of our business’, and all our business processes are designed to remain in sync with this strategy of ours. Remaining fixated on this ideology, we have always prioritized the needs of our customers and apart from that, everything else is secondary. We also ensure that all members of the iEnergizer family must use this mantra in all their business decisions. A satisfied family of customers means that we are doing our job well. No other yardstick can be as accurate, nor any asset is as priceless as this mantra of giving our customers the utmost priority they deserve.
How do you plan to align the company’s operations with the changing market behaviors? What is the roadmap that you have planned for the company?
Changing times often demand ever evolving strategies to meet the growing expectation from customers & the marketplace. Apart from presenting the opportunity to define bold ambition that goes beyond incremental change, it also presents the opportunity to rethink your business and operating models and deliver break through value. All these aspects involve a strategic decision that affects how you’ll grow,how your organization operates, and what kind of performance improvement you can expect.
Moving forward, we are planning to build on our capabilities. With our market offerings in the new age marketplace to compete with the best, we are driving our values to ensure that we are agile and flexible in our approach.
What advice would you give to the upcoming professionals starting anew in this industry?
I would advise the upcoming professionals to be very curious about the business. They need to ask all sorts of questions like,‘why I am doing this?’, ‘what is the need to do this?’, ‘in what way will it help me?’, and so on. I think curiosity can be a game changer for everyone.
Adarsh Kumar, Managing Director & COO, Ieenergizer
A competent Chartered Accountant, Adarsh has been associated with IEnergizer since the last 21 years. As the COO of the organization, Adarsh has been implementing his years of expertise as well as his impeccable leadership qualities to navigate the firm to greater summits.
Hobbies: Trekking & Travelling
Favorite Cuisine: Mexican
Favorite Book: The Hard Thing About Hard Things (Author: Ben Horowitz
Favorite Travel Destination:
Antarctica
The static mantra that we always adhere to is that ‘The customer is the primary driver of our business’, and all our business processes are designed to remain in sync with this strategy of ours. Remaining fixated on this ideology, we have always prioritized the needs of our customers and apart from that, everything else is secondary. We also ensure that all members of the iEnergizer family must use this mantra in all their business decisions. A satisfied family of customers means that we are doing our job well. No other yardstick can be as accurate, nor any asset is as priceless as this mantra of giving our customers the utmost priority they deserve.
How do you plan to align the company’s operations with the changing market behaviors? What is the roadmap that you have planned for the company?
Changing times often demand ever evolving strategies to meet the growing expectation from customers & the marketplace. Apart from presenting the opportunity to define bold ambition that goes beyond incremental change, it also presents the opportunity to rethink your business and operating models and deliver break through value. All these aspects involve a strategic decision that affects how you’ll grow,how your organization operates, and what kind of performance improvement you can expect.
Moving forward, we are planning to build on our capabilities. With our market offerings in the new age marketplace to compete with the best, we are driving our values to ensure that we are agile and flexible in our approach.
What advice would you give to the upcoming professionals starting anew in this industry?
I would advise the upcoming professionals to be very curious about the business. They need to ask all sorts of questions like,‘why I am doing this?’, ‘what is the need to do this?’, ‘in what way will it help me?’, and so on. I think curiosity can be a game changer for everyone.
Adarsh Kumar, Managing Director & COO, Ieenergizer
A competent Chartered Accountant, Adarsh has been associated with IEnergizer since the last 21 years. As the COO of the organization, Adarsh has been implementing his years of expertise as well as his impeccable leadership qualities to navigate the firm to greater summits.
Hobbies: Trekking & Travelling
Favorite Cuisine: Mexican
Favorite Book: The Hard Thing About Hard Things (Author: Ben Horowitz
Favorite Travel Destination:
Antarctica