Help Desk Software at the Helm: Trends for 2023

by | Oct 7, 2022 | Applications & Technology, CRM, ITSM

There are a million reasons why the term ‘help desk’ begins with ‘help’. A help desk software solution is to today what the wheel was to the Sumerians – a one-stop solution to a plethora of pain points. Many consider helpdesk ticketing tools to be the panacea for modern-day customer centricity. For today’s customers, turbulence-free service is non-negotiable. To such ends, incident management needs to be flexible, friendly, and real-time. So in order to match, businesses need stellar ticketing tools in place. Fortunately, a robust customer experience provider can make life 1000x easier for you by plugging in the right help desk tool. And well, how to achieve that? A Zendesk support partner might just be what you are looking for.

What is a help desk software solution?

A help desk software is a solution/tool that businesses use to optimize customer experience. The utility spectrum is broad – from managing support requests to tracking performance to bringing issues to resolution. Such tools singlehandedly streamline your enterprise IT, customer service, and a host of other business-critical units. In functional terms, these customer-facing ticketing software expedites the process of ‘organize-manage-respond-repeat’. Your business teams become happy and your clients happier, as a result. Goes without saying, a customer service software is essential for modern-day businesses to survive and thrive.

Did you know, 60% of high-productivity customer service teams count on an IT help desk solution to ensure smooth-sailing customer service?

However, customer satisfaction does depend a lot on the choice of your help desk tool. Smart businesses go for customer experience providers such as Zendesk for ensuring robust CRM. It includes a stellar ticketing software as a core offering. But, even smarter businesses put efficiency in the mix by shaking hands with a credible Zendesk support partner. It ensures to onboard all the latest advancements in help-desk technology for you.

Which help desk software features will trend in 2023?

Here are the help desk software features that will shine in 2023 and beyond.

  1.  Multi-channel ticketing
  2. Transparent incident resolution
  3.  Self-help first and rich in data
  4. Automated notification mechanism
  5.  Integrability with other software
  6. Service Level Agreements (SLAs) customization
  7. Reporting and dashboarding
  8. Compliance with security standards

1. Multi-channel ticketing

The more channels you are present on, the easier it is for you to reach your customers. This includes emails, phone, social media platforms, live chats, and more. With auto-trigger messages set for each channel (matched to the end user, platform, and the right mix of empathy), this strategy can reduce the first user-touchpoint time to as less as 60 seconds. Your customers do not have to raise a query and wait for ages to be acknowledged. As a result, the overall ticket turnaround time becomes significantly faster. Manual processes like emails/phone calls, on the other hand, involve a lot of cost, time, and human resources.

A streamlined multi-channel presence also means that your customers do not have to raise the same concern more than once. A help desk software tool syncs all your data in an exhaustive dashboard for your team’s quick reference and action. Onboarding a customer experience provider can be a business-smart choice in this regard.

2. Transparent incident resolution

A help desk ticketing software brings customer and customer success under one roof – in real time. It helps you track, categorize, and assign tickets to the appropriate agents via its automatic ticket categorizing feature. The path forward is transparent to the customers as well. They are able to track the status of their requests from start to finish, all the way to resolution. They have all interactions with the customer service representative at their fingertips and can refer to them at any time. Automation reduces turnaround time for them; they receive empathetic and professional responses. In a nutshell, they are empowered to be on top of the requests they raise. And, this improves customer satisfaction. So all in all, despite hundreds of customers, an IT help desk software can make the experience personalized for each of them.

The right Zendesk support partner can help you upgrade and personalize your incident management mechanism.

3. Self-help first and rich in data

The modern consumer is self-sufficient. S/he wants to be able to solve problems by her/himself before relying on others. And in this regard, a help desk software tool can be truly helpful. It allows you to store handy tools like FAQs, how-to guides, and help articles as your knowledge base. Your customers can access it at any time for quick reference and customer-level problem-solving. Any sound customer experience provider will always empower you with this capability. The functionality makes your team’s job easier.

Modern ticketing software tools are also made mobile-first to fit this bill. Their digital knowledge library is structured, updated, and optimized for multiple screens (mobile, tablet, laptop, desktop, etc.) for high-velocity incident resolution.

4. Automated notification mechanism

When it comes to a ticketing tool, automation has the last word these days. Automated help desk software tools collate requests across channels and create the corresponding tickets. The latter are then auto-assigned to respective customer service agents based on their expertise and/or the pre-defined parameters set by you. Automation gives you complete autonomy over the incident resolution process. Agents are kept informed and prompted throughout the process to prevent requests from being lost/forgotten. Automation makes the process so smooth that you end up with almost no request backlogs.

Read: the critical needs of modern Information Technology Service Management (ITSM)

The help desk software solution trends for 2023
The features that are going to shape help desk software solutions in 2023

5. Integrability with other software

A software standalone can only provide a certain set of features and functions. However, if it has the flexibility to integrate with other business software, it can provide much more robust and coordinated service experiences. There then remains no need to switch between applications during issue remediations. Cross-functional teams can collaborate without difficulty. The total process becomes time-saving and efficiency-boosting.

6. Service Level Agreements (SLAs) customization

Sound ticketing systems have the ability to incorporate Service Level Agreements (SLA). SLAs make the entire incident resolution process well-functioning and streamlined. Customers are made aware of the timeframe for issue remediation. Your agents and reps are made aware of all aspects involved in each request scenario. All activities are executed via pre-defined rules and templates. There is minimal manual intervention or room for last-minute decisioning on the spot. Apart from being super efficient, such SLA compliance also ensures that business targets are met with the best possible service standards.

That said, SLAs vary from business to business. Therefore, it is important that your helpdesk is customizable to meet this flexibility. A competent customer experience provider can help you adhere to all business-critical SLAs.

7. Reporting and dashboarding

In-built reporting and dashboarding are at the heart of good IT help desk support solutions. KPI analysis can tell you whether your customer service is in line with the success you envision. Channel usage, ticket volume, ticket resolution time, first-response time, SLA compliance, agent activity, etc. are examples of such KPIs. Consolidated reporting leads to effective data visualization and decision-making. You can even automate the reports to reach you at specific time intervals with the help of a customer experience provider.

Here’s a screenshot of the leading help desk platform, Zendesk, working its magic with customer chat metrics. A Zendesk support partner can guide you in this quest for customer excellence.

Screenshot of leading help desk platform Zendesk spinning magic with customer chat metrics
Source: https://support.zendesk.com/hc/en-us/articles/4408888768410-Monitoring-real-time-chat-metrics

8. Compliance with security standards

Compliance with industry standards is a critical aspect of any help desk software tool. A help desk tool is a giant collaborative space. It involves various cross-functioning people, practices, and processes. Naturally, it means the involvement of a plethora of SLAs, password-protected documentation, and authorization. Non-compliance with security and safety standards can lead to system breakdown and even data breaches and loss.

Bring in help desk software zen with Zendesk

Zendesk is the world’s leading customer service software platform. From customer experience to customer satisfaction, Zendesk helps with all. Team up with the right Zendesk partner to catapult your customer service into customer excellence. Zendesk implementation not only results in happy clients, but also productive and agile sales, marketing, and customer service teams. As a customer experience provider, Zendesk’s offerings can be game-changing across verticals if leveraged right.

Estuate is a leading Zendesk Master Partner

Whether it’s implementation, training, consulting, optimization, apps, or integration, we are the most trusted provider of implementation solutions for Zendesk. We are one of the world’s leading Zendesk support partners.

Our Zendesk implementation plans are tailored to all business needs.

Zendesk Customer Service Management (CSM)

Our customer service and customized approach meet CRM needs across vertical business applications.

Zendesk IT Service Management (ITSM)

We provide industry-leading, simple, reliable, and cost-effective ITSM solutions for your modern business.

Zendesk Sell

Get a clear view of your sales pipeline and keep your team focused on the most valuable leads and deals with our Zendesk Sell support. We also have a dedicated recurring revenue app for Zendesk Sell, EZ$tream. It facilitates automated calculation of subscription metrics and revenue forecasting in a seamless way. Explore EZ$tream

Zendesk Sunshine Platform Development

Our Zendesk Sunshine solutions include complete platform development, implementation, migration, and support services.

Read the press release: Estuate Achieves Zendesk Master Implementation Partner Status

Our Zendesk expertise reflects in our consistent KPIs:

  • Core global system integration partner of Zendesk
  • Fast and secure migrations from any reporting platform
  • Out-of-the-box integrations and accelerators
  • 100+ successful Zendesk projects
  • Consistent CSAT: 97%
  • Cross-industry expertise
  • Flexible deployment models

So if you need any assistance in amping up in the customer service arena, we are right here to help

Can IT help desk software truly live up to the challenges of modern-day customer service? What are your thoughts? Let us know on LinkedIn, Twitter, or Facebook. We would love to hear from you!

Why modernize your subscription business?

by | Sep 9, 2022 | Applications & Technology, Subscription Billing and Revenue Management

The subscription economy is a constantly evolving space. Earlier, subscription models were mostly restricted to magazines, newspapers, utilities, and telecommunication services. But, subscription offerings have grown exponentially over the years. Today, a robust subscription management platform is critical to start growing your subscription business. And, a Zuora partner is the rest you need to bring out the best from the same.

The global subscription and billing management market is expected to reach $10.5 billion by 2025.

Technology has been a game-changer in how subscription businesses are managed worldwide. It has transformed how recurring revenue businesses monetize billing and streamline revenue. More and more businesses are digitizing their subscription activities today. So in times such as these, it becomes pertinent to know: how to modernize my subscription business. In other words, it becomes pertinent to zero in on a subscription management platform.

Read the case study: Estuate modernizes subscription services of a supply-chain-risk-management global leader
Know More

How to modernize your subscription business?

  1.  Engage the power of e-commerce
  2. Make personalized offerings
  3.  Adopt a faster quote-to-cash mechanism
  4. Implement seamless subscription billing
  5.  Automate subscription revenue generation
  6.  Improve payment mechanisms
  7. Leverage enhanced analytics

1. Engage the power of e-commerce

The global subscription e-commerce market size is expected to reach $904.2 billion by 2026. Subscription businesses are entering into e-commerce through web-based subscription sites and mobile applications. Online stores allow businesses to offer more products and services and engage more customers. This results in a win-win situation for both sellers and buyers. Being a proven method for lead generation, this is an excellent way to modernize subscription businesses. A Zuora partner can help get you there via synchronized adaptations.

2. Make personalized offerings

Technology has made subscription businesses highly flexible. Now you can offer weekly, monthly, or annual subscriptions for your products and services based on customer preferences. Also, it is much easier today to cancel, renew, or upgrade subscriptions anytime. By automating subscription management, you modernize your subscription business. You don’t have to worry about keeping a track of your customer’s preferences or changes in plans. It results in higher customer satisfaction as well as simplicity in operations.

Today’s subscription market is a high-competition one. Here are some handy tips to get robust ROI from your subscription business despite the changing field dynamics.

3. Adopt a faster Quote-to-Cash mechanism

Traditional subscription models involve lengthy and time-consuming processes to convert orders to cash. Modern subscription management solutions automate your Quote-to-Cash process. It helps you manage orders, leverage workflows, and join the dots faster from order to cash. This in turn enables faster revenue recognition.

Watch: Overview of Zuora: The world’s only subscription Order-to-Cash platform

4. Implement seamless subscription billing

New-age subscription models are designed to manage recurring billings effectively within a single platform. Automated subscription management helps you generate invoices, notify customers, deduct payments, and customize subscriptions as required. Also, they allow you to manage a range of product categories and billing cycles effortlessly with end-to-end subscription management features.

A PCI-DSS-compliant Zuora partner can bring forth synchronization in your billing and revenue operations while simultaneously adhering to the payment card industry regulations. It a smart move to modernize your subscription business with industry-efficient operations.

A subscription management platform can help you achieve all of these and more.

5. Automate subscription revenue generation

Easy revenue recognition speeds up ROI generation. A Zuora Revenue partner can help you automate your revenue operations. It helps you modernize all quarters of your revenue management process from consulting to deployment. This facilitates smooth audits of functional, technical, and conversion design documents. You can configure your revenue management systems and opt for inbound and outbound data integrations. A capable Zuora partner can also streamline incident tracking and issue resolution for you.

Read the case study: Estuate streamlines closing (accounting) and collection processes for Mindvalley
Know More

6. Improve payment mechanisms

Gone are the days when you lost revenues because of failed payment mechanisms. Modern subscription platforms help you monetize your recurring billings and manage revenues effectively. Today, you can introduce multiple payment options and adopt more efficient payment gateways. You can also notify your customers immediately when a payment has failed and reprocess it in time.

7. Leverage enhanced analytics

Traditional subscription models lack a mechanism for tracking daily operations and analyzing business performance. With the best practices in subscription management, you can generate custom reports, measure the performance of individual product lines, and improve decision-making. With advanced analytics, you can modernize your subscription business, channel your marketing strategies, and improve performance to achieve business goals efficiently.

Zuora is the world’s leading subscription management platform

Zuora is the subscription economy pioneer and is the most robust subscription management platform in the world. Choosing a Zuora partner for streamlining your subscription business is an ROI-driving decision.

Estuate is the most trusted Zuora implementation partner

We at Estuate host a dedicated Zuora center of excellence. We are PCI-DSS compliant. And, our Zuora-certified experts are champions in driving digital transformation in subscription businesses across verticals, around the world. Be it for Quote-to-Cash management needs or recurring revenue automation support, we are equipped to modernize your subscription business. We are Zuora’s most trusted consulting and implementation partner.

Watch: Seamless subscription management with Estuate’s Quote-to-Cash solutions

Check out our Zuora Billing services, visit us here

For our Zuora Revenue solutions, drop in here

So if you need any help in archiving your ERP data, know that we’re just this click away.

What are you doing to make your subscription business model stand out? Do you think a subscription platform enabler can help? Let us know on LinkedIn, Twitter, or Facebook. We would love to hear from you!

Download the FREE E-book – The Subscription Economy: An Executive Overview
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Selling subscription services online? Pro tips to follow!

by | Jun 3, 2022 | Applications & Technology, Subscription Billing and Revenue Management

The art of selling subscription services online has come a long way. Consumers in today’s subscription economy are more aware than ever before. That’s in part because millennials make up a large portion of the consumer-facing market. Being tech-savvy and financially smart, they prefer the convenience of use over ownership any day. So if you want to spur your recurring revenue business growth, understanding today’s consumer psyche is paramount. And say, you are running your subscription business through a platform like Zuora, make sure to plug in a reliable Zuora billing and revenue partner. Brownie points if this Zuora partner is compliant with PCI-DSS.

The subscription economy is currently worth $275bn USD. Over the past decade, the subscription business model has shown 5-8x faster growth vis-à-vis the traditional revenue models. No wonder they say that the subscription economy is on the rise. But this also means that the timing is conducive to boost your recurring revenue business growth. The key lies in identifying the channels right.

Read: Reasons to modernize your subscription business

What are the best tips for selling subscriptions online?

  1.  Make your customers see value
  2. Make your pricing flexible
  3.  Make friends with freemiums
  4.  Make smart use of social media
  5.  Don’t make it too salesy
  6.  Don’t forget about buyer experience
  7.  Don’t put off customer service

Like we said at the very onset, the new-age customer is smart. With hordes of options all around offering a similar bundle of conveniences, the interest span of the average customer is dangerously short today. From clicking to reordering, a smooth experience is non-negotiable for today’s buyer experience. This necessitates a smooth quote-to-cash process for you to grow at scale. Here is what you can do:

  • Leverage a robust subscription platform handler (if you use Zuora subscription solutions, then it must be a Zuora billing and revenue partner company)
  • Ensure the compliance-fitment of the Zuora partner (a PCI-DSS compliant Zuora partner is deemed best)
Read: Why do subscription businesses need a PCI-DSS compliant IT partner?

The world of throttling competition in subscription commerce may also lure you to enter the infamous ‘race to the bottom’. You start lowering your prices to attract new buyers, and at some point, you will have to start compromising on quality. But, no recurring revenue businesses can see growth in the face of such qualitative and quantitative losses. The way out? Apply a few tricks to the way you sell subscription services online. Here is how you can get started:

1. Make the customers see value in your subscription packages

Do you know how your customers perceive your services? Do you know their exact pain points? Creating and analyzing the ideal buyer persona can help you with the answers. With soaring subscription commerce, consumers are becoming increasingly subscription-curious. They try and test offerings from various subscription providers and cancel those that fail to thrill. So, analyze what extra value you can provide that your competitors do not – and add the same to your bundle.

When it comes to selling subscriptions and signing-up customers online, the wind also blows in the direction of value bundling. Create value-for-money combinations of complementary products and services using your existing offerings.

2. Make pricing flexible for selling subscriptions online

Consumers today want flexible pricing options, custom payment methods, multiple billing frequencies, and everything that suits their convenience. Especially to satisfy the needs of millennials and bridge millennials, offer different price plans and convenient billing cycles. A sturdy Zuora billing and revenue partner company can help scale your recurring revenue business growth. A PCI-DSS compliant Zuora partner will further ensure the stringent safety of your credit card data.

Read: the 360-degree approach to online retail success

3. Make friends with freemiums for recurring revenue

Who doesn’t like free stuff? To put the recurring in your recurring revenue business, you first need to build a solid foundation for why your customers should stick with you. Pull them in first by offering a freemium strategy. If they see the value you offer as personal and unique, they will most likely convert. Almost 80% of retail subscribers who converted during the early pandemic period were lured by the availability of the first-free-trial option.

Recently, the Financial Times conducted an experiment to test the power of freemiums. It reduced the number of free articles for non-subscribers from 3 to 0. Website visits dropped by 30% and there was a marked reduction in new subscribers. So, regardless of the power of your brand and the potential benefits, selling subscription services online today needs freemiums to be a regular feature.

Master the art of selling subscription services online
The top tips for increasing your recurring revenue subscriber base

4. Make smart and skillful use of social media platforms

The world today lives and breathes social media. With competition intensifying, it’s no longer enough to just have a profile on digital channels; you need to gain a foothold there. Though the conversion rate from social media may not be impressive, you can use this marketing channel to draw your target market closer. Create awareness and engage with your audience to keep your offerings at the top of the consumers’ mind. Be it informational blog posts or updates about your subscription packages, staying active on social media is synonymous with staying relevant today. Recurring revenue business growth can get truly recurring if social media is utilized skillfully.

5. Sell subscriptions but don’t make it too salesy

Everyone is selling something today. Ask yourself: how do you stand out? Shifting from a transactional mindset to a value-driven mindset needs a culture change altogether. It may sound confusing, but when selling subscription services online, do not focus entirely on selling! Create value instead – be it in terms of customer experience or customized offerings or something else you see fit. This will not only help you acquire new subscribers but also retain the existing ones for the long term.

Citing another example pertaining to the Financial Times: with the shift of focus from mainstream news from print to digital media, FT needed to improve its value proposition for its user base. The company tied up with a European media organization to bring in more customer-centricity. This saw a 29% rise in subscriber base with a 6-month timeline.

6. Sell subscriptions but don’t forget about buyer experience

A seamless buying experience will always be an unmatched quality. From easy-to-use UIs to guest checkout options, always look for adding that extra convenience for your users. Turn these users into subscribers by empowering them with the option to start, restart, pause, and even edit their subscription purchases.

According to a SUBTA study, the modern subscriber is highly focused on getting exclusive access. People sign up when they find high-quality content that is not available anywhere else. For growing your recurring revenue business, revaluate your present offerings and see if such capabilities can be added.

7. Sell subscription but don’t put off customer service

As competition soars in the market, a tiny bad experience can be detrimental to your recurring revenue business growth. Always communicate your product/service-related updates, post detailed guarantee and cancelation policies, and make your privacy policy very clear. Train your CRM team to go beyond the minimum and build relationships with the clients. Selling subscriptions online today demands emotional engagement. It increases the lifetime value (LTV) of your products/services.

Understandably, the subscription economy is expanding rapidly with a rise in both seller and buyer bases. Having a unique product/service bundle is the bare minimum today for spurring your recurring revenue business growth. You must ensure the entire experience you hand out – from the first site visit to the repeat order fulfillment – everything is squeaky clean. Platforms like Zuora can be the single touchpoint for your order-to-revenue process.

Zuora is the world’s leading subscription management platform

Reinvent your quote-to-cash and revenue management with the world’s most reliable subscription management platform. Leverage Zuora’s SaaS solutions for your recurring revenue business growth. The subscription economy evangelist has been simplifying subscription businesses worldwide since 2007. Join forces with a Zuora billing and revenue company to ace the art of selling subscription services online.

Read the e-book – The Subscription Economy: An Executive Overview

Estuate is a PCI-DSS compliant Zuora billing and revenue partner

We at Estuate host a dedicated Zuora center of excellence. We are proud to be the most trusted Zuora billing and revenue partner company. We have the following Zuora capabilities in our ambit:

  • Advisory Services:We help you transform your business – from strategy consulting to implementation – and provide expert guidance with tangible business benefits.
  • Implementation and integration services:Our experts help businesses connect their systems to the Zuora ecosystem and transition from traditional systems to subscription models.
  • Billing Revenue and operations:Our certified consultants have deep industry insight and proven experience with cloud billing solutions with a long track record of delivering Zuora solutions.

    • With over 400 Zuora implementations and extensive Zuora billing and revenue experience, we are successful in maintaining a CSAT level of 9.7 over the last 9+ years.

Watch: seamless subscription management with our Quote-to-Cash solutions

Do you know that we are also the first Zuora ecosystem partner to achieve the PCI-DSS certification? This accreditation underscores our already stringent security standards for protecting the customers’ credit card data.

To learn more about us, please visit our Zuora page here

What are you doing to make your subscription business model stand out? Do you think a subscription platform enabler can help? Let us know on LinkedIn, Twitter, or Facebook. We would love to hear from you!

Why do subscription businesses need a PCI-DSS compliant IT partner?

by | May 6, 2022 | Applications & Technology, Subscription Billing and Revenue Management

PCI-DSS compliant IT partner: A subscription economy growth catalyst
Security is no secret sauce – especially if you are one of today’s subscription businesses. It is probably the first thing your customers think of when they give you their payment data. What’s more, the data is often shared with third-party integrators who manage your subscription management platform. The smart save? Cue in credit card data security solutions with a PCI-DSS compliant IT partner. For instance, if you use Zuora for your subscription management needs, it’s smart to seek support from a Zuora implementation partner that is PCI-DSS compliant. The accredited IT firm will take care of your payment information security via its secure credit card processing. It’s that simple.

What does PCI-DSS compliance mean for an IT company working with credit card data?

The Payment Card Industry Data Security Standard (PCI DSS) is a set of stringent global security requirements to ensure the safety of credit card data. Any organization that handles, processes, stores, and/or transmits cardholder data must be PCI-DSS compliant.

PCI-DSS is administered by the Payment Card Industry Security Standards Council (PCI SSC), an autonomous body formed by five international banking moguls (Visa, MasterCard, American Express, Discover, and JCB).

In today’s subscription climate, businesses need a modern implementer for their subscription management platform. For top-notch solutions, this IT partner company needs to access your customer base’s credit card data. Herein, a PCI-DSS compliant IT partner can be key.

Zuora is the world’s leading subscription management platform. A PCI-DSS compliant Zuora implementation partner can be a game-changer for your subscription business.

What qualifies as tough credit card data security solutions?

PCI-DSS compliance is the single global standard for cardholder data safety. Any enterprise stamped with this accreditation is treated as a world-class provider of credit card data security solutions. Not to forget, this is a payment data security standard mandated by five major players in the international banking field. Hence, a PCI-DSS compliant IT partner is the sturdiest padlock you can find for ensuring your subscription payment data’s security. And in today’s subscription climate, a PCI-DSS compliant Zuora partner might just be what you are looking for.

PCI-DSS involves a rigorous twelve-step action plan. Organizations eyeing secure credit card processing and vying to be PCI-DSS compliant partners must meet the following requirements.

What are the twelve steps to becoming a PCI-DSS compliant partner?

1. Install and maintain a firewall configuration
2. Implement strong settings for passwords
3. Ensure the security of stored cardholder data
4. Encrypt data transmitted over public networks
5. Use anti-virus programs and update them regularly
6. Maintain and update all systems and applications
7. Limit access to cardholder data on a need-to-know basis
8. Assign a unique ID to each person with system access
9. Restrict physical access to payment information data
10. Track and monitor all network and cardholder data logs
11. Regularly audit security systems for vulnerabilities
12. Maintain an enterprise-wide information security policy

The ultimate goal of each of these steps is to ensure credit card data security. Here is a brief run-down:
1. Install and maintain a firewall configuration – Properly placed firewalls and router policies control incoming and outgoing data. To be PCI-DSS compliant, partners must install such configurations in, out, and around the card data environment.
2. Implement strong settings for passwords – Devices such as routers and POS systems typically ship with factory-set passwords and usernames. The manufacturer’s default settings are easily hackable, so a strong password configuration of all operating devices and systems is non-negotiable for secure credit card processing.
3. Ensure the security of stored cardholder data – Partners who wish to be PCI-DSS compliant must be clear about the scope, location, and retention period of the payment information data they intend to store. Data must also be truncated, tokenized, or encrypted using acclaimed algorithms (like AES-256, RSA 2048). For the safety of PAN card data, the partner should regularly run data discovery tools like PANscan or PIIscan.

These actionable insights on how to avoid data breaches can also come in handy.

4.  Encrypt data transmitted over public networks ­– Cardholder data is primarily passed to payment gateways and processors for transaction processing. TSH, SSH encryption, etc. can prevent the possibility of data theft and secure credit card processing.
5.  Use anti-virus programs and update them regularly – An up-to-date anti-virus routine helps keep malware at bay. Anti-virus and anti-malware programs on a PCI-DSS compliant partners site must always be active, using the latest versions, and generating timely logs.
6.  Maintain and update all systems and applications – PCI-DSS certification calls for applications regularly updated with the latest security patches. For secure credit card processing, all pathways in the PCI-DSS landscape – from browsers to operating systems to POS terminals – must be covered under the updates.
The 12-point requirement for a PCI-DSS compliant partner
Required actions to become a PCI-DSS compliant partner
7. Limit access to cardholder data on a need-to-know basis – Role-based access control (RBAC) must be in place in the PCI-DSS compliant partner’s ecosystem. Names of team members with access to data along with their respective roles must be documented.
8.  Assign a unique ID to each person with system access – All team members with organization-provided system access must have a unique and complex password. Remote employees must adhere to multi-factor authentication.
9.  Restrict physical access to payment information data – Physical pathways to locations where cardholder data resides must be secured using electronic access controls like CCTVs. A potential PCI-DSS compliant partner establishes electrical access controls to distinguish authorized employees from general employees and workplace visitors.
10. Track and monitor all network and cardholder data logs – All systems in the PCI-DSS landscape must have updated audit policies. They must also be connected to a centralized Syslog server. The latter must be reviewed daily to detect and address anomalies and ensure secure credit card processing.
11.  Regularly audit security systems for vulnerabilities – Security audits like wireless analyzer scans, quarterly examination of external IPs and domains (by PCI ASV) along with annual application & network penetration tests, and internal vulnerability scans must be an integral part of the PCI-DSS compliant partner’s security routine.
12. Maintain an enterprise-wide information security policy –The IT company’s information security policy must be reviewed annually and shared with all stakeholders. This will maintain the basis for secure credit card processing. Alongside, there should be an annual risk assessment identifying all critical assets, threats, and vulnerabilities.

Does your credit card data service provider really need PCI-DSS certification?

Yes, it does! Tying up with an IT partner known for the most secure processing of credit card data brings numerous benefits to your business table. A PCI-DSS compliant partner not only helps you build better customer trust, but also arrests data breaches, threats, and losses.

A PCI-DSS compliant Zuora partner that keeps itself updated with the latest industry trends on payment data security is the perfect fit. The partner must be aware of the evolution of credit card data security over the ages. Watch this video by PCI Security Standards Council for a perspective.

The stringent security checks mandated by PCI-DSS ensure holistic payment card data security. With subscription economy on the rise, this can be a trailblazer for your subscription business.

A modernized subscription business ultimately is the key to the world of customer engagement.

Estuate is the first-ever Zuora partner to receive the PCI-DSS certification

We are the first global system integrator in the Zuora ecosystem to receive PCI-DSS certification. Numerous businesses around the world rely on us for the security and governance of their data, including payment and credit card information. The PCI-DSS certification is an added layer of protection to ensure the secure processing of credit card data.

Ensuring compliance with PCI-DSS is one of the strategic initiatives of our Zuora practice team. Over the past 9+ years, this group of Zuora-certified consultants has driven 400+ successful Zuora implementations worldwide.

To reach our Zuora center of excellence, click here.

Check all our certifications in detail, click here

Does pairing up with a PCI-DSS compliant IT partner sound smart to you? What else do you look for in a subscription platform enabler? Let us know on LinkedIn, Twitter, or Facebook. We would love to hear from you!

Cloud-based ITSM Spending: A rundown for 2022

by | Mar 1, 2022 | Applications & Technology, CRM, ITSM

Cloud-based ITSM Spending

IT lives in the cloud today. Naturally, most IT service management (ITSM) support models today are also cloud-centric. The competitive playing field out there requires smart cloud ITSM spending in 2022. And if you choose IT support as a service, it may be worth working with a Zendesk consultancy partner. Zendesk is one of the world’s leading providers of ITSM solutions. From compliance (like ITIL-based service management) to customization, read on to learn why the year belongs to premium cloud ITSM service delivery.

Cloud ITSM spending in 2022: top 5 areas to consider

  1.   Cloud computing
  2.   IT automation
  3.   Hybrid cloud
  4.   Cloud migration
  5.   ITIL compliance

Why should you invest in cloud ITSM solutions in 2022?

Cloud-based ITSM solutions are one of the best effort-saving inventions of the tech ecosystem. By providing a safe space for your colossal data, a cloud ITSM service delivery plan economizes your IT infrastructure costs. This saves you time to focus on core business strategies. So, invest in cloud IT support as a service in 2022. Turbo-charge your digital transformation, and continue to succeed in the tech ecosystem.

Read these 3 key reasons why ITSM is essential for your business.

The cloud-based ITSM market is projected to grow at a CAGR of 12.38% over the next 4 years. Some 68% of enterprises believe that cloud-based ITSM will continue to be a big push for growth for at least the next 3 years.

Cloud migration of legacy applications will be another ITSM strategy trending in 2022. This ITSM solution not only streamlines IT operations but also effectively addresses security gaps. Especially in today’s COVID-19 world, effectively managing remote teams/hybrid work models requires comprehensive IT support. More and more CIOs around the world are turning to IT support as a service and ITIL-based service management to fill these gaps.

Most tech-centric businesses across the world, irrespective of size, will invest in cloud migration and cloud computing in 2022. Turn to a solid ITSM service delivery partner to ensure your budgeting and spending go hand-in-hand.

Geographic growth rate of cloud ITSM (Information Technology Service Management) market (2020-25)
Geographic growth rate of cloud ITSM (Information Technology Service Management) market (2020-25)
Source: https://www.mordorintelligence.com/industry-reports/cloud-information-technology-service-management-itsm-market
Read what a strong customer service software can do for your IT delivery.

What are cloud ITSM services?

Cloud Information Technology Service Management (ITSM) services refer to the integration of an ITSM platform with your business. The goal is to manage your IT network & operations in a better way and deliver services for greater end-user satisfaction. Implementation and maintenance of an ITSM platform like Zendesk is a classic example of such services. A Zendesk partner is the first stepping stone.

Customer experience is increasingly impacting revenue. Plugging in CRM for end-to-end delivery of IT services is a major trend among businesses today. Read these 5 reasons why your business needs a CRM software.

Who is a cloud ITSM service provider?

As the name suggests, a cloud ITSM service provider is a business vendor who seamlessly brings your business together with a state-of-the-art ITSM platform. From assessing your existing IT infrastructure to implementing the cloud platform and customizing it as needed, these are solution partners for all your cloud IT needs.

What areas should you look out for in cloud ITSM spending in 2022?

According to Gartner, global cloud services spending is expected to exceed $482 billion in 2022. This is a significant increase from $313 billion in 2020.

Choose a cloud ITSM service delivery partner that can read and interpret the trends. The following areas will be good places for you to invest in 2022:

1.   Cloud computing

A cloud service infrastructure lets your enterprise technologies work more efficiently. In 2022, cloud computing infrastructure will make its presence felt in all areas of enterprise operations.  This will range from autonomous IoT (Internet of Things) to entertainment streaming, robust 5Gs, and cloud gaming. Cloud-based AR/VR (augmented and virtual reality) will also emerge on the scene.

Spiceworks Ziff Davis’ 2022 State of IT report, about 44% enterprises foresee 5G technology as a major IT capability in 2022. 54% of companies surveyed believe IoT will be a major budget driver.

2.   IT automation

IT automation is an area that will also climb the budget ladder this year. Companies will invest in cloud automation tools to smoothly complete tasks with minimal manual intervention. This is especially true in the context of the pandemic, where team operations are remote and mostly public web-based.

This finding is also supported by Spiceworks Ziff Davis’ 2022 State of IT report. 70% of IT organizations prioritized IT automation in 2020. The percentage however dropped to just 61% in 2021, but is now back up at 71% for 2022.

3.  Hybrid cloud

Modern IT businesses will invest in hybrid cloud solutions in 2022. This is a combination of an easily accessible, PAYG public cloud and a more mission-critical and secure private cloud that is exclusive to an organization. According to Forbes, hybrid cloud is also growing in demand due to rapid advancement of cloud computing. Companies are increasingly finding themselves amid multi-cloud environments from different suppliers. A hybrid cloud helps streamline the overall operation.

4.  Cloud migration

The efficiency of cloud infrastructure is leading more and more companies to migrate their IT assets to the cloud. This will also drive up the overall spending on IT infrastructure. As per SC media, 48% of businesses (surveyed) will migrate their IT applications to the cloud in 2022.

One of the main obstacles that companies face is in regard to the technicalities involved in a seamless migration. Working with an ITSM solution partner can help.

5.   ITIL compliance

The ITIL framework will continue to be critical to compliance and success at IT. A complete ITSM solution that conforms to ITIL-based service management allows you to focus on the IT strategy and get things done, rather than worrying about compliance.

Find your ITSM zen with a Zendesk partner

Zendesk is the world’s leading customer service software. Its ITSM offerings are among the most agile and top-end capabilities in today’s IT climate. Cloud ITSM solutions represent greater reliability, flexibility, scalability, and productivity, and in short, all that is Zendesk.

Watch a short video about the Zendesk service solution.

Who is a Zendesk partner?

A Zendesk partner is a third-party vendor that is officially recognized by Zendesk to implement its enterprise platform services in other organizations. Service providers, business process outsourcers, systems integrators, distributors, technology partners, ISVs, and value-added resellers can be Zendesk partners.

A Zendesk partner that has its accreditations in place is a catalyst for growth. For instance, look for compliance in the form of ITIL-based service management in your Zendesk partner.

Estuate is a Zendesk Master Partner in offering cloud ITSM capabilities

Estuate is Zendesk’s master implementer and solution provider. We offer industry-leading, simple, reliable, and cost-effective intelligent ITSM solutions for your modern business. Our comprehensive suite of ITSM services helps you redesign your processes to increase productivity, execute efficient service management operations, and gain data visibility. We distinguish ourselves through our:

  • ITIL-based service management & compliance
  • Configuration Management Database (CMDB)
  • Cross-domain and cross-industry expertise
  • Cost-efficiency and cost-effectiveness
  • Promptness in providing data security
  • Customer experience delivery
  • Open and flexible architecture
  • Improved user productivity
  • Rapid time to value
  • Cloud-readiness

To see our presence in the Zendesk partner ecosystem, please visit here

When it comes to cloud-based ITSM, we care about both Change Management and Governance, Risk & Compliance. Read more about our Zendesk ITSM offerings here

Want to revamp your cloud ITSM? Visit us. We are right here to help.

Do you think enterprises should invest in cloud ITSM in 2022? How much of an impact will it have?

Application Retirement 101 – Drafting the legacy roadmap

by | Nov 9, 2021 | Applications & Technology, IBM

Application Retirement 101 – Drafting the legacy roadmap

Application sprawl is one of the biggest challenges facing modern-day businesses. The reason can vary from uncontrolled data growth to outdated primary software usage. Toward this, legacy application retirement has become a first-order need today. Decommissioning applications optimize resources otherwise needed to maintain outdated data reserves. Industry analysts view application retirement and archival as top data growth management practices.

What is application retirement?

Application retirement is the process of shutting down inactive database applications.

Data is an invaluable enterprise asset. However, some legacy databases consume resources and maintenance costs despite no active use. It makes them more of a liability. While it might be tempting to let go of such applications, by doing so, you also lose access to the information they contain. You may need such information for driving insights in the future.

The smart way to approach this is to leverage the right data growth management practice. Decommission applications that have already rendered optimal usage. Subject the rest of the legacy databases to application archival. The latter sends selected records from an active store to a standardized archive. You can access, manage, and even retire the applications from this archive as per your need.

Why is application retirement needed?

  • Managing data growth – The explosion of data in recent times has contributed to large volumes of stored information. Alongside, it has also proliferated data-intensive applications which are costly to manage. It is good to standardize data growth management as a practice to address these areas.

Read why it is important to control application data growth before it controls your business.

  • Saving maintenance costs – Organizations run low on infrastructure resources if applications start growing beyond control. This necessitates extra hardware purchases which in turn increase management costs. Application archiving or retirement can cut such unnecessary costs. These make room in your budget for innovation and other business improvements.
  • Boosting resource efficiency – Legacy applications often continue to consume resources even after being replaced. Your infrastructure expands to accommodate all the redundant applications and data. And, such inefficient hardware utilization makes you spend more on infrastructure management than needed. Decommissioning applications that are no longer in use is a business-smart step toward this.
  • Ensuring data security – You must be cognizant of how data moves through your enterprise IT ecosystem. Lack of this visibility can increase risks of security breaches and compliance fines. Make application archival or sunsetting a part of your data growth management strategy for arresting such threats.
  • Adhering to legal mandates– Legal changes in structure can pose challenges in tracking the existing software inventory and related resource requirements.

In the case of a merger, for example, one organization’s applications are often managed as the primary software. The other organization’s programs remain in a non-production environment for reporting purposes. Though this addresses compliance concerns, it may create inefficiencies in infrastructure management. Application archival/retirement can come in handy under such circumstances.

Benefits of Robust Application Retirement
Benefits of Robust Application Retirement

Picking an application retirement strategy

There are volumes of applications in the IT environment today. However, so is the amount of data that has the potential of generating future insight. Justifying investment in an application retirement project can be challenging toward this. New demands are compelling today’s IT teams to address data growth management with fewer financial resources than ever before.

The time is ripe for thinking of application retirement in terms of a comprehensive strategy.

The first step should pertain to a thorough investigation of existing programs. However, simply identifying existing software is not enough. Instead, organizations should dig deeper. Analyzing the cost of programs and connecting to respective business values is a good starting point.

An effective application retirement strategy requires this level of visibility for saving mission-critical data and software. It also allots a sufficient amount of time for the discovery process. There are other benefits to this as well. For example, audits become easier for organizations that have a map of where their data is and how their applications relate to one another.

How to select the right technology for application retirement?

The application decommissioning process can be resource-intensive in the absence of appropriate tools. The retirement factory model can come in handy under such scenarios. This data growth management practice is known for its operation streamlining capabilities.

What is the Retirement Factory Model? 

The retirement factory model helps in strategic application retirement. It leverages automation and pre-built templates for decommissioning legacy applications. As a result, manual processes are optimally eliminated while still allowing human insight and intervention as appropriate.

IBM InfoSphere Optim data lifecycle management effectively automates application retirement

IBM InfoSphere Optim data lifecycle management includes functionalities well-suited for a factory-based approach. Incorporating InfoSphere Optim into existing IT environments helps to automate archival job scheduling.

The application archiving functionality saves mission-critical information so that you can maintain compliance. The query workload support helps to access archived data in the future. This way, line-of-business users gain the efficiency of the factory retirement model. They do not lose any information that might be useful for compliance or analytics in the future.

As InfoSphere Optim has a suite of data lifecycle management applications, you can easily leverage it for keeping track of and retiring applications.

Read more about IBM’s application archiving and retirement solutions.

Launching a data governance initiative

Stalling application retirement initiatives can be tempting. There is always a lingering apprehension that these projects will not be cost-effective. However, controlling application sprawl using the retirement factory model is only likely to save resources in the long run. Not all sprawl issues stem from applications. So, software management can contribute significantly to the total cost of ownership (TCO) of technology. Efficiency gains need a solid foundation to launch a comprehensive data governance initiative.

In some cases, this initiative will mean investing in advanced technology. Some organizations may need to adopt new practices for optimizing their existing solutions. Regardless of the changes, an effective approach can accurately follow data through its entire lifecycle. It can facilitate application retirement through automation.

Read why investing in data governance has always been a strategic business move.

Estuate is a premier implementation partner of IBM InfoSphere Optim solutions

We have deep experience in the implementation of IBM InfoSphere Optim solutions. We also know our way around other IBM Unified Governance and Integration products. Archive little-used data and retire obsolete applications with our data archival capabilities. The archived data can be accessed at any time.

  • We are IBM’s go-to partner for IBM InfoSpere Optim solutions across many platforms and use cases.
  • We have a successful track record with over 350 InfoSphere Optim implementations.
  • We have in-house domain experts to provide business-specific consultation across various industry verticals.

Watch this webinar conducted by Estuate’s IBM experts. They speak on data growth management practices using IBM’s InfoSphere Optim solutions.

So if you are looking for robust data growth management solutions, we’re just this click away.

Do you think that application retirement is necessary for managing data growth? Can it make business operations smoother for you?

Prem Shankar Patel
Senior Manager
Prem brings nearly three decades of analytics and information management experience to Estuate. He is a recognized expert who has received several awards over the years. In 2003, he was awarded the Center of Excellence (CoE) Champion Award for introduction of advanced training and certification for BIDW architects and consultants. In FY03-04 and FY04-05, he received the Best Faculty of the Year Award for his significant and effective contribution as a faculty member in the delivery of BIDW training. Previously in 2005, he received the Feather in My Cap (FIMC) Award for defining metrics for BIDW projects and establishing organizational norms. Prior to joining Estuate, Prem worked in various strategic positions at Wipro Limited and R S Software (India) Ltd. He holds an M. Tech in Computer Science from the Indian Statistical Institute, Kolkata.
Nagaraja Kini
Founder and Chief Financial Officer
Nagaraja has more than two decades of engineering, business development, consulting, alliances and management experience in software development, integration and implementation. He has worked extensively with global teams to consistently simplify ERP implementations for businesses. Nagaraja brings with him the commitment, willingness, and capability to anticipate and act on the continually evolving needs of a business.
Prior to founding Estuate, Nagaraja served at Oracle as Director in Application and Industry Solutions group within Global Sales Support. Nagaraja holds a Master of Technology in Industrial Electronics from the National Institute of Technology, Surathkal, and a Bachelor’s in Engineering from the SJ College of Engineering, Mysore, India.
Nagaraja Kini
Founder and Chief Financial Officer
Nagaraja has more than two decades of engineering, business development, consulting, alliances and management experience in software development, integration and implementation. He has worked extensively with global teams to consistently simplify ERP implementations for businesses. Nagaraja brings with him the commitment, willingness, and capability to anticipate and act on the continually evolving needs of a business. Prior to founding Estuate, Nagaraja served at Oracle as Director in Application and Industry Solutions group within Global Sales Support. Nagaraja holds a Master of Technology in Industrial Electronics from the National Institute of Technology, Surathkal, and a Bachelor’s in Engineering from the SJ College of Engineering, Mysore, India.
Marc Hebert
Chief Operating Officer
Marc joined Estuate in December, 2008 as its first Chief Operating Officer. Marc is a recognized expert on offshore outsourcing. He has appeared on CNN’s Lou Dobbs Tonight, was interviewed in Investor’s Business Daily, and has been widely quoted in major media publications, including the Wall Street Journal, Forbes, Fortune, Financial Times, New York Times and Boston Globe on offshore outsourcing. He is recognized as an “IBM Champion” for his role in expanding the market for IBM’s Information Lifecycle Governance product line.
Prior to Estuate, he served in leadership roles at large global corporations, including as the CMO at Virtusa Corporation; EVP, Marketing and Alliances for Sierra Atlantic; and Vice President for eight years at Oracle Corporation. Marc holds a Bachelor of Science degree in experimental psychology from Harvard University, and an MBA from Stanford University.
Marc Hebert
Chief Operating Officer
Marc joined Estuate in December, 2008 as its first Chief Operating Officer. Marc is a recognized expert on offshore outsourcing. He has appeared on CNN’s Lou Dobbs Tonight, was interviewed in Investor’s Business Daily, and has been widely quoted in major media publications, including the Wall Street Journal, Forbes, Fortune, Financial Times, New York Times and Boston Globe on offshore outsourcing. He is recognized as an “IBM Champion” for his role in expanding the market for IBM’s Information Lifecycle Governance product line. Prior to Estuate, he served in leadership roles at large global corporations, including as the CMO at Virtusa Corporation; EVP, Marketing and Alliances for Sierra Atlantic; and Vice President for eight years at Oracle Corporation. Marc holds a Bachelor of Science degree in experimental psychology from Harvard University, and an MBA from Stanford University.
Seemakiran Upadhya
Global Delivery Head and Managing Director, India
Seemakiran brings to Estuate more than 25 years of experience in the IT industry. She has been successful in building high-performing teams for the Delivery, Sales, and Operations departments. She was instrumental in setting up Estuate’s India center. Prior to joining Estuate, Seemakiran worked at Satyam, where she developed, tested, and implemented software projects in Oracle Technologies across multiple domains. She is highly proficient at working with a global client base.
Seemakiran holds a Bachelor’s degree in Electronics & Communication Engineering from Karnataka University.
Seemakiran Upadhya
Global Delivery Head and Managing Director, India
Seemakiran brings to Estuate more than 25 years of experience in the IT industry. She has been successful in building high-performing teams for the Delivery, Sales, and Operations departments. She was instrumental in setting up Estuate’s India center. Prior to joining Estuate, Seemakiran worked at Satyam, where she developed, tested, and implemented software projects in Oracle Technologies across multiple domains. She is highly proficient at working with a global client base. Seemakiran holds a Bachelor’s degree in Electronics & Communication Engineering from Karnataka University.
Prem Shankar Patel
Senior Manager
Prem brings nearly three decades of analytics and information management experience to Estuate. He is a recognized expert who has received several awards over the years. In 2003, he was awarded the Center of Excellence (CoE) Champion Award for introduction of advanced training and certification for BIDW architects and consultants. In FY03-04 and FY04-05, he received the Best Faculty of the Year Award for his significant and effective contribution as a faculty member in the delivery of BIDW training.
Previously in 2005, he received the Feather in My Cap (FIMC) Award for defining metrics for BIDW projects and establishing organizational norms. Prior to joining Estuate, Prem worked in various strategic positions at Wipro Limited and R S Software (India) Ltd. He holds an M. Tech in Computer Science from the Indian Statistical Institute, Kolkata.
Prem Shankar Patel
Senior Manager
Prem brings nearly three decades of analytics and information management experience to Estuate. He is a recognized expert who has received several awards over the years. In 2003, he was awarded the Center of Excellence (CoE) Champion Award for introduction of advanced training and certification for BIDW architects and consultants. In FY03-04 and FY04-05, he received the Best Faculty of the Year Award for his significant and effective contribution as a faculty member in the delivery of BIDW training. Previously in 2005, he received the Feather in My Cap (FIMC) Award for defining metrics for BIDW projects and establishing organizational norms. Prior to joining Estuate, Prem worked in various strategic positions at Wipro Limited and R S Software (India) Ltd. He holds an M. Tech in Computer Science from the Indian Statistical Institute, Kolkata.
Sreekantha B. S.
Head Strategic Projects
Sreekantha brings to Estuate more than 33 years of experience in IT. He has successfully sold and delivered over 130 turnkey software projects worldwide for various clients across a variety of sectors - from software, finance, manufacturing, utilities, services, and more. Prior to joining Estuate, Sreekantha led Buzznet (a Malaysian software company) for 17 years and Inventa Corporation (a US-based software company having an office in Malaysia) for 6 years.
Through his experience, Sreekantha brings in-depth knowledge of software engineering, delivery, and implementation of software projects across all technology sectors that have emerged over the last 30+ years. Sreekantha holds a Bachelor of Engineering in Electronics & Communications from Mysore University and a Master of Business Administration in Marketing from Newport University, USA.
Sreekantha B. S.
Head Strategic Projects
Sreekantha brings to Estuate more than 33 years of experience in IT. He has successfully sold and delivered over 130 turnkey software projects worldwide for various clients across a variety of sectors - from software, finance, manufacturing, utilities, services, and more. Prior to joining Estuate, Sreekantha led Buzznet (a Malaysian software company) for 17 years and Inventa Corporation (a US-based software company having an office in Malaysia) for 6 years. Through his experience, Sreekantha brings in-depth knowledge of software engineering, delivery, and implementation of software projects across all technology sectors that have emerged over the last 30+ years. Sreekantha holds a Bachelor of Engineering in Electronics & Communications from Mysore University and a Master of Business Administration in Marketing from Newport University, USA.
Naveen Shankar
Associate Director – Talent Acquisition
Naveen is a seasoned professional in the field of Human Resources and brings to Estuate a rich experience of 14 years. He holds more than 12 HR-related certifications, including some in the space of Diversity & Inclusion. Over the years, he has been consistently recognized as a change maker in his respective organizations. Before joining Estuate, Naveen led ForthPage as the Director-Cofounder.
He has also worked with organizations such as General Electric, Time Inc., and Lumen Technologies in critical HR-centric roles. Naveen holds a Master of Business Administration from XLRI - Xavier School of Management, Jamshedpur.
Naveen Shankar
Associate Director – Talent Acquisition
Naveen is a seasoned professional in the field of Human Resources and brings to Estuate a rich experience of 14 years. He holds more than 12 HR-related certifications, including some in the space of Diversity & Inclusion. Over the years, he has been consistently recognized as a change maker in his respective organizations. Before joining Estuate, Naveen led ForthPage as the Director-Cofounder. He has also worked with organizations such as General Electric, Time Inc., and Lumen Technologies in critical HR-centric roles. Naveen holds a Master of Business Administration from XLRI - Xavier School of Management, Jamshedpur.
Piyush Singh
Practice Head - Insurance
Piyush has fifteen years of work experience, including one year with Estuate. Piyush holds a Master of Computer Applications degree from Bharati Vidyapeeth University, Pune. Piyush is a highly accomplished professional with a wealth of experience in IT services and product engineering. Piyush has worked with PwC and Accenture in the past and his last positions were Delivery Manager and Dev Lead respectively.
He has received the Great Performance award from PwC and the ACE award from Accenture. Piyush has also delivered many end-to-end projects on a medium to large scale.
Piyush Singh
Practice Head - Insurance
Piyush has fifteen years of work experience, including one year with Estuate. Piyush holds a Master of Computer Applications degree from Bharati Vidyapeeth University, Pune. Piyush is a highly accomplished professional with a wealth of experience in IT services and product engineering. Piyush has worked with PwC and Accenture in the past and his last positions were Delivery Manager and Dev Lead respectively. He has received the Great Performance award from PwC and the ACE award from Accenture. Piyush has also delivered many end-to-end projects on a medium to large scale.
Subbarao Satyavolu
Chief Delivery Officer, Americas
Subbarao is a results oriented Senior Leader with 30+ years experience in Enterprise Solution Consulting, Enterprise Program Management, Digital Enterprise Transformation/IT Modernization, Product Engineering, Governance, Risk & Compliance (GRC), IT Service and Operations Management (ITSM/ITOM) and Strategic Account management. Global experience in building & managing high performing teams in solving complex business & technological challenges for the clients
Subbarao is a proven problem solver with extensive experience in the IT industry. He has been recognized as an outstanding performer by his employers, Hitachi/Sierra Atlantic and Computer Sciences Corp (CSC). Subbarao has also been certified in Six Sigma and Project Delivery Excellence by CSC University. In addition, Subbarao is certified in Supply Chain Management and IT Infrastructure Library (ITIL). Subbarao holds an M. Tech in Computer Aided Engineering from the Indian Institute of Technology (IIT) Kharagpur and has also completed an Executive Development program at Cornell University in New York.
Subbarao Satyavolu
Chief Delivery Officer, Americas
Subbarao is a results oriented Senior Leader with 30+ years experience in Enterprise Solution Consulting, Enterprise Program Management, Digital Enterprise Transformation/IT Modernization, Product Engineering, Governance, Risk & Compliance (GRC), IT Service and Operations Management (ITSM/ITOM) and Strategic Account management. Global experience in building & managing high performing teams in solving complex business & technological challenges for the clients. Subbarao is a proven problem solver with extensive experience in the IT industry. He has been recognized as an outstanding performer by his employers, Hitachi/Sierra Atlantic and Computer Sciences Corp (CSC). Subbarao has also been certified in Six Sigma and Project Delivery Excellence by CSC University. In addition, Subbarao is certified in Supply Chain Management and IT Infrastructure Library (ITIL). Subbarao holds an M. Tech in Computer Aided Engineering from the Indian Institute of Technology (IIT) Kharagpur and has also completed an Executive Development program at Cornell University in New York.
Satya Bobba
SVP, Global Head of GRC and Customer Success
Satya Bobba brings more than 20+ years of experience in building market-leading enterprise SaaS products and solutions. Her experience spans engineering, cloud strategy, business development and customer success. Her passion is to help customers achieve GRC goals while simplifying their processes and reduce implementation costs. She brings more than 14 years of domain experience in building and delivering GRC solutions to top enterprise customers across Financial Services, Life sciences, Hi-Tech, Healthcare and Quality verticals.
Prior to joining Estuate, she worked at MetricStream as AVP Cloud Strategy, Global Head of Platform Engineering and Head of Advanced Engineering GRC Products and Services. Earlier in her career, at AOL and Netscape she held technical roles in enterprise server technologies and personalization frameworks. She has a bachelor degree in Computer Science from Andhra University.
Satya Bobba
SVP, Global Head of GRC and Customer Success
Satya Bobba brings more than 20+ years of experience in building market-leading enterprise SaaS products and solutions. Her experience spans engineering, cloud strategy, business development and customer success. Her passion is to help customers achieve GRC goals while simplifying their processes and reduce implementation costs. She brings more than 14 years of domain experience in building and delivering GRC solutions to top enterprise customers across Financial Services, Life sciences, Hi-Tech, Healthcare and Quality verticals. Prior to joining Estuate, she worked at MetricStream as AVP Cloud Strategy, Global Head of Platform Engineering and Head of Advanced Engineering GRC Products and Services. Earlier in her career, at AOL and Netscape she held technical roles in enterprise server technologies and personalization frameworks. She has a bachelor degree in Computer Science from Andhra University.
Prasanna Kulkarni
Vice President - Sales and Marketing
Prasanna is a seasoned Technology & Sales leader with over two decades of valuable global experience. Prasanna has been with Estuate for the past 5 years, leading the Sales and Marketing department with excellence. Prasanna holds a Bachelor of Engineering from GCoE, Amravati and a Stanford Advanced Program Management qualification from Stanford Center for Professional Development. Before joining Estuate, Prasanna held various leadership roles at HCL, Wipro, Nihilent Technologies, and Godrej.
Prasanna Kulkarni
Vice President – Global Sales and Marketing
Prasanna is a seasoned Technology & Sales leader with over two decades of valuable global experience. Prasanna has been with Estuate for the past 5 years, leading the Sales and Marketing department with excellence. Prasanna holds a Bachelor of Engineering from GCoE, Amravati and a Stanford Advanced Program Management qualification from Stanford Center for Professional Development. Before joining Estuate, Prasanna held various leadership roles at HCL, Wipro, Nihilent Technologies, and Godrej.
Stanley Perumala
Global Practice Delivery Lead
Stanley Perumala is the Global Practice Delivery Lead with 8.6 years at Estuate. He holds a Masters degree in Computer Science from International Technological University, which is his area of specialization. Stanley has 16 years of experience and has held various positions at Netpace, Cognizant and Hewlett-Packard. He has received multiple accolades for his achievements such as building an innovation segment with zuora and leading the BRM practice.
Stanley is a key contributor for the BRM practice, having built the team from the ground up and building the core team for the same.
Stanley Perumala
Global Practice Delivery Lead
Stanley Perumala is the Global Practice Delivery Lead with 8.6 years at Estuate. He holds a Masters degree in Computer Science from International Technological University, which is his area of specialization. Stanley has 16 years of experience and has held various positions at Netpace, Cognizant and Hewlett-Packard. He has received multiple accolades for his achievements such as building an innovation segment with zuora and leading the BRM practice. Stanley is a key contributor for the BRM practice, having built the team from the ground up and building the core team for the same.
Prakash Balebail
Founder and Chief Executive Officer
Prakash brings more than two decades of software development & implementation experience, including over 16 years in several key roles in Oracle Corporation. His management principle has been to provide commitment to continuously improve how he serves all of his customers, partners, and employees by anticipating their needs and exceeding their expectations through a culture of creativity & forward thinking.
Prior to founding Estuate, Prakash was the Senior Director in Oracle Applications Global Sales Solutions team, which built complex Oracle E-Business Suite application demonstrations for Sales activities. Additionally, he had leadership roles in the development of Oracle’s much-acclaimed Business Flow Accelerator (BFA) for the E-Business suite. During this time, Prakash also built the highly-regarded India operations team from the ground up. Prakash holds a BS in Electrical Engineering from Karnataka University in India.
Prakash Balebail
Founder and Chief Executive Officer
Prakash brings more than two decades of software development & implementation experience, including over 16 years in several key roles in Oracle Corporation. His management principle has been to provide commitment to continuously improve how he serves all of his customers, partners, and employees by anticipating their needs and exceeding their expectations through a culture of creativity & forward thinking. Prior to founding Estuate, Prakash was the Senior Director in Oracle Applications Global Sales Solutions team, which built complex Oracle E-Business Suite application demonstrations for Sales activities. Additionally, he had leadership roles in the development of Oracle’s much-acclaimed Business Flow Accelerator (BFA) for the E-Business suite. During this time, Prakash also built the highly-regarded India operations team from the ground up. Prakash holds a BS in Electrical Engineering from Karnataka University in India.
Geetha Somayaji
Vice President Finance & Human Resources
Geetha brings over two decades of experience to Estuate in her role as an accomplished leader of Finance and Human Resources. Since joining the company in 2011, she has been instrumental in developing the financial infrastructure of the company alongside the founders, and she has come to be known a a cherished mentor to many within the organization. Geetha holds a Bachelor’s of Business Administration and Accountancy from Bangalore University, India.
Prior to her role at Estuate, she worked in payroll processing and tax returns for Gene's Fine Foods and Jay's Tax & Keeping Services. In her personal time, Geetha enjoys exploring the outdoors and spending quality time with her family.
Geetha Somayaji
Vice President Finance & Human Resources
Geetha brings over two decades of experience to Estuate in her role as an accomplished leader of Finance and Human Resources. Since joining the company in 2011, she has been instrumental in developing the financial infrastructure of the company alongside the founders, and she has come to be known as a cherished mentor to many within the organization. Geetha holds a Bachelor’s of Business Administration and Accountancy from Bangalore University, India. Prior to her role at Estuate, she worked in payroll processing and tax returns for Gene's Fine Foods and Jay's Tax & Keeping Services. In her personal time, Geetha enjoys exploring the outdoors and spending quality time with her family.
Brad Rickman
Chief Revenue Officer (CRO)
Brad Rickman is Estuate's Chief Revenue Officer (CRO) providing oversight and leadership for customer success, sales, marketing as well as strategic partnerships. He is passionate about building customer relationships that grow multiple years over through delivering world class value as a technology partner. Brad has over 30 years experience in the software and technology industry in verticals of telecom/media, retail and ecommerce, financial Services, utilities and healthcare.
Prior to Estuate, Brad was CEO of SmarTek21 for six years, a technology services company where he led a team that grew top line revenues by 3X and EBITDA by 5X in his tenure. Prior experiences include Senior leadership positions in sales and marketing at T-Mobile, Ericsson, Deloitte, and six early stage software companies that grew to market values of over $1B.
Brad Rickman
Chief Revenue Officer (CRO)
Brad Rickman is Estuate's Chief Revenue Officer (CRO) providing oversight and leadership for customer success, sales, marketing as well as strategic partnerships. He is passionate about building customer relationships that grow multiple years over through delivering world class value as a technology partner. Brad has over 30 years experience in the software and technology industry in verticals of telecom/media, retail and ecommerce, financial Services, utilities and healthcare. Prior to Estuate, Brad was CEO of SmarTek21 for six years, a technology services company where he led a team that grew top line revenues by 3X and EBITDA by 5X in his tenure. Prior experiences include Senior leadership positions in sales and marketing at T-Mobile, Ericsson, Deloitte, and six early stage software companies that grew to market values of over $1B.
Ron Judd
SVP, Business Development
Ron Judd is a client-focused and problem-solving senior leader who focuses on balancing business impact and technology for clients. Ron's curious nature challenges teams to discover "how the client benefits in both quantifiable and qualitative results." Ron brings deep domain knowledge in technologies, including digital transformation, enterprise resource planning (ERP), experience management (CX), governance, risk & compliance (GRC), IT service and operations management (ITSM/ITOM),
content management (WCM), hierarchical decision analysis, tech-debt reduction programs, application programming interfaces (API), robotic processing automation (RPA), and chatbot, from across financial services, healthcare, consumer products, retail, and manufacturing industries. With over 30 years of experience in client engagement roles, Ron focuses on developing and maintaining relationships across organizations.
Prior to joining Estuate, Ron served in sales, marketing, and product leadership roles with IBM, SmarTek21, RoadBotics, InMoment, OpenText, Interwoven, PictureTel, and NEC Japan, as well as several early-stage technology startup firms. Ron lives and works in the Greater Boston area with his wife and family and maximizes his personal time by spending it with family, officiating college soccer, and taking care of several horses. Ron graduated from Rochester Institute of Technology (RIT) with degrees in Business and Computer Science.
Ron Judd
SVP, Business Development
Ron Judd is a client-focused and problem-solving senior leader who focuses on balancing business impact and technology for clients. Ron's curious nature challenges teams to discover "how the client benefits in both quantifiable and qualitative results." Ron brings deep domain knowledge in technologies, including digital transformation, enterprise resource planning (ERP), experience management (CX), governance, risk & compliance (GRC), IT service and operations management (ITSM/ITOM), content management (WCM), hierarchical decision analysis, tech-debt reduction programs, application programming interfaces (API), robotic processing automation (RPA), and chatbot, from across financial services, healthcare, consumer products, retail, and manufacturing industries. With over 30 years of experience in client engagement roles, Ron focuses on developing and maintaining relationships across organizations. Prior to joining Estuate, Ron served in sales, marketing, and product leadership roles with IBM, SmarTek21, RoadBotics, InMoment, OpenText, Interwoven, PictureTel, and NEC Japan, as well as several early-stage technology startup firms. Ron lives and works in the Greater Boston area with his wife and family and maximizes his personal time by spending it with family, officiating college soccer, and taking care of several horses. Ron graduated from Rochester Institute of Technology (RIT) with degrees in Business and Computer Science.