Bureaucracy moves on digitization

More and more Indian banks and insurance companies are digitizing in line with the government’s Digital India initiative, according to an American technology expert.

The government is also continuing its digitization programme, giving citizens direct access and connectivity, shifting away from bureaucracy, observed Sandie Overtveld, vice president sales for Asia Pacific at Zendesk which has built a portfolio of 2,000 Indian customers within the last two years.

“We see Prime Minister Modi driving the digitization programme and that is the place we would like to be going forward in India,” said Overtveld, who reported more than 50% per annum growth in customers, having started in October 2016 in Bangalore.

The government wants to engage the citizens and commercial enterprises are increasingly reaching out to the consumers for market share, he pointed out.

Zendesk, the customer line up of which includes Ola, Zomato and Shaad.com, is aiming to join the government programme of digitization with its wide range of technological solutions and services.

“Digital India is super important for us,” stressed Overtveld, citing phenomenal feedback on the initiative.

Examples of these phenomenal growths in India are Ola, a well spread transportation network, and Reliance Jio which is fast spreading across the country with mobile connectivity.

Traditional Indian enterprises are also going digital. Though apprehensive of the disruptive technology, these companies are getting aware of the technological advantage for keeping and increasing market shares.

“We are helping the insurance companies and banks with multi-channel customer services through digitization,” he said on the growing approach among service companies for direct connect with customers.

Zendesk is helping out with live chats, call back service, customer centres as well as managing emails and proactive engagement with customers and consumers.

Overtveld estimates that Indian insurance companies would want 25% of their businesses direct from the customer, reducing the 100% dependency on sales advisors and agents.

Elaborating on the digitization potential, he said there are a lot of traditional business which are gradually shunning off their restrictive approach of the past business practices and opting to deal directly with consumers. fiinews.com