Navigating the Tech Landscape: In-Depth Look at SAR India Digital's Expertise and Growth

In this interview with Lokesh Saraswat, Director of Global Sales at SAR India Digital, we embark on a journey through the intricate terrain of the tech landscape. As the helm of SAR India Digital's global sales, Lokesh shares a comprehensive overview of the company's expertise and remarkable growth trajectory. With a collective experience of 22 years in SAP, SAR India Digital stands tall as a dynamic group specializing in ERP, CRM, HCM, analytics, AI, IoT, and adeptly handling a spectrum of IT projects. Lokesh sheds light on the company's evolution, from on-prem solutions to cutting-edge cloud technologies, and its distinguished status as an SAP house. 

DQ: Can you provide a brief overview of SAR India Digital and its core areas of expertise?

Lokesh Saraswat: This is a dynamic group consisting of three entities with a collective experience of 22 years in SAP. Our journey with SAP has been ongoing, and we proudly identify ourselves as an SAP house. Specializing in ERP, CRM, HCM, analytics, and providing comprehensive support, we are proficient in AI, IoT, and handling various IT projects. Our expertise extends to both implementations and AMS supports. Notably, we have successfully transitioned from on-prem solutions to cutting-edge cloud solutions. Recognized for our rapid growth, we are honored to be listed in the prestigious INC 500. As an industry vertical, we distinguish ourselves as specialists in 13 different sectors, focusing on SAP implementation and support.

DQ: What sets SAR India Digital apart from other companies in the same industry?

Lokesh Saraswat: With a vast experience spanning 46 countries, we have acquired valuable insights into the unique practices of each country and company, recognizing the specific needs that arise. Leveraging this knowledge, we have curated a comprehensive digital library to facilitate continuous learning and improvement. Our expertise is showcased through the successful completion of over 50 private cloud business for HANA projects, along with more than 17 public projects and a total of over 210 projects. The cornerstone of our success lies in our adept consultants, particularly our core team, which excels in the crucial design phase. Our proficiency in interface design is exemplified by projects that have stood the test of time, some lasting for over 15 to 20 years. This expertise is where we shine, distinguishing ourselves as interface experts. Additionally, our functional, technical, and lead consultants boast extensive experience across 13 industry verticals, providing us with a competitive edge in configurations. From meticulous blueprinting to innovative design and the deployment of seasoned consultants, our approach sets us apart from many companies in the industry.

DQ: How has SAR India Digital evolved and grown since its inception? What is the company's vision and long-term strategic direction?

Lokesh Saraswat: We embarked on our journey with a focus on a few select verticals, gradually expanding our expertise across diverse industries. Currently, we excel in retail, textile, chemicals, paper, both discrete and continuous manufacturing, professional services, telecommunications, FMCG, IMC, and now, oil, gas, and energy. Our commitment is to offer tailored solutions by delving deeper into understanding the unique requirements of each sector. We are dedicated to enhancing our knowledge base and creating an extensive library for these verticals. Our primary goal is to assist customers by providing optimal solutions, continually becoming experts in our field. We aim to expand our geographical reach to achieve economies of scale, enabling us to deliver our expertise efficiently. Striving for cost-effectiveness, we aspire to be smart implementers within budget constraints, ensuring value for our clients. As we grow geographically, our second aim is to extend our support to an increasing number of customers. Additionally, we aspire to garner recognition and awards from SAP, aiming to win the hearts of our customers with our exceptional services.

DQ: Could you tell us about your partnership with SAP?

Lokesh Saraswat: We operate through various divisions, each with its distinct focus and responsibilities. One division is dedicated to handling all aspects of implementation and support, ensuring seamless project execution. Another division efficiently manages resource allocation, ensuring optimal utilization. Additionally, a separate division oversees licensing and certifications in collaboration with SAP, guaranteeing compliance and proficiency. The presence of individual vertical heads and profit center heads enhances our organizational structure, positioning us strategically. Notably, we take pride in being a company that achieved gold partner status within a year of commencing operations—a recognition that speaks to our commitment and competence. SAR India Digital continues to be lauded as a volume channel partner, having earned numerous awards in the cloud category. Renowned for our extensive expertise, we stand as one of the largest implementers in specific product categories within the realm of cloud computing. Our contributions have solidified our reputation as a prominent partner in the country. With the rapid growth of our Indian operations, we are enthusiastic about actively participating in the evolving landscape and contributing to its success.

DQ: How have consumer expectations evolved, and what are your customers' key challenges in meeting those expectations?

Lokesh Saraswat: Customer expectations have undergone a significant transformation over the past decade. A decade ago, the primary focus was on the time and budget aspects of implementation, with questions surrounding the successful and timely completion of the project. However, the contemporary customer is more educated, demanding, and well-informed. They meticulously conduct research, addressing not only the duration and cost of implementation but also delving into the specific challenges and pain points each department faces. The shift in customer expectations extends beyond timelines and budgets; it now encompasses a deeper understanding of what they aim to achieve through the implementation process. In response to this evolution, we, as a partner, have adapted our strategies to align with these changing dynamics. We now engage with customers to create KPI-based implementations, allowing each department to select relevant KPIs from a provided list. Customers articulate their objectives, emphasizing that not every KPI is equally significant, and identify the three most crucial ones. This shift represents a sea change in customer expectations, moving from a focus solely on time and budget to a more informed and outcome-driven approach. As partners, we are evolving in tandem with these changes, emphasizing and implementing KPI-based strategies to meet the evolving needs of our customers.

DQ: How does SAR India Digital approach the CX transformation needs of customers? 

Lokesh Saraswat: We've refined our approach by transitioning from web-based discovery sessions to on-site engagements at the customer's premises. This shift has proven beneficial, as it allows us to gain a deeper understanding not only of the processes involved but also the specific challenges faced by engaging in face-to-face meetings with all department teams and production units. This typically involves a 2 to 3-day camp where we meet with everyone involved. Investing this time in the initial stages, what we term the discovery phase at the customer's location, has proven invaluable. It enables us to comprehensively understand the customer's needs, facilitating the creation of a more refined scope of work and a KPI-based implementation strategy. This hands-on approach contributes to designing a more effective implementation and enhances our understanding of the customer's unique environment. Recognizing that the successful adoption of a new IT roadmap requires a total environmental change, our on-site discovery approach plays a pivotal role in ensuring the success of the implementation.

DQ: Tell us about some of the successful CX transformation projects you have spearheaded, and please name the customers if possible

Lokesh Saraswat: The journey with CX has been immensely rewarding for us, beginning with its launch by SAP in 2013. We were among the pioneering partners to embrace this initiative, and in 2014, we successfully implemented CX for Balasore Alloys, a steel manufacturing company in Orissa, marking one of the initial go-lives. Originally a CRM system, CX has evolved significantly from 2014 to 2023, witnessing various implementations and substantial learning experiences. SAP, too, has continuously enhanced the product, incorporating additional functionalities over the years. Our journey included notable milestones, such as the completion of DCM-Shriram conglomerate in 2016, valuable learnings with Agile consumer goods in 2017, a distinctive experience with Fowler Rice Mill in 2018, and a unique project with StoneX India. Each project brought distinct requirements and interfaces, ranging from medical companies like K-Stream to the latest projects in 2023. The evolving landscape of requirements, including interfaces and the deepening understanding of CRM functionalities, has contributed to our expertise in this domain. From 2013 to 2023, our proficiency has flourished, positioning us as a reliable player in the industry. We take pride in our ability to undertake and successfully deliver projects to meet the expectations of our customers.