One Point One Solutions is a leading next-generation Business Process Management (BPM) company that offers solutions to some of India’s most loved brands. Pulse 2.0 interviewed One Point One Solutions managing director Akshay Chhabra to learn more about the company.
Company Info
What does One Point One Solutions do? Chhabra said:
“One Point One Solutions, headquartered in Mumbai, is a rapidly growing BPM services company in India. Initially focused on domestic process management and outsourcing services, it is now transitioning into an international process management and Outsourcing Services Company. With a strong presence in Mumbai, Delhi, Bangalore, Chennai, and Indore, the company boasts over 5500 employees and offers comprehensive solutions across B2B, B2C, new-age digital business, and marketplace verticals. Handling an average of 200 million transactions annually, One Point One Solutions has established itself as a key player in the industry. Furthermore, the company is listed on the National Stock Exchange.”
“The company has forayed into global markets and has set up a wholly-owned subsidiary company in the United States of America and Singapore. To support its operations in the US, the company has made key hires in the region. These hires bring valuable expertise and contribute to the company’s growth and success in the market.”
Favorite Memory
What has been Chhabra’s favorite memory working for the company so far? Chhabra shared:
“Since our inception in 2008, our aim has always been to provide innovative and agile service solutions. Our recent rebranding to One Point One reflects our commitment to constantly improving our approach and services. We are proud to have become the first domestic BPM to be listed on the NSE in 2018, one of our most cherished accomplishments.”
“To achieve our vision, we knew we needed to invest in state-of-the-art technology and processes, as well as a passionate and skilled workforce. We have built a company culture that provides comprehensive training, promotes professional growth, and fosters an inclusive work environment. Innovation has always been at the heart of our operations, and we have invested heavily in cutting-edge technologies to enhance efficiency and drive performance improvements. This has enabled us to expand our services globally and become the partner of choice for companies in these geographies. We are thrilled with the progress we have made and are excited for what the future holds.”
Core Products
What are the company’s core products and features? Chhabra explained:
“Our company is committed to being at the forefront of technological advancements and industry trends. In order to achieve this, we consistently adopt cutting-edge technologies and innovative practices. Our main goal is to deeply understand our clients’ evolving needs and challenges. Some of our flagship products include Conversational AI with NLP, QMS, CRM, RPA, and Contact Center on Cloud. We believe in fostering a culture of innovation and strive to develop tailor-made solutions that align with our clients’ goals, exceeding their expectations and solidifying long-term partnerships.”
Evolution Of One Point One Solutions’ Technology
How has the company’s technology evolved since launching? Chhabra noted:
“From the beginning, our team shared a vision of excellence and a goal to set new industry standards. Our commitment to staying ahead of industry trends allowed us to meet emerging customer needs, from staff augmentation to managed service provider to value partner. As we navigated through each stage, we built our cognitive assets by adopting industry best practices, using home-grown tools and partner ecosystems, and quickly adapting to the changing market dynamics.”
“Now, we proudly call ourselves a full-stack BPM player that serves everything from CRM, WFM, KMS, QMS, Automated Quality Assurance, to Conversational AI, all in a single package. We have been able to reduce TCO by 30-40% for the majority of our clients by using top-notch transformation tools.”
Significant Milestones
What have been some of the company’s most recent significant milestones? Chhabra cited:
“One Point One has achieved a significant milestone by establishing a wholly owned subsidiary company in the United States named One Point One USA Inc. in the state of Delaware and also in Singapore named One Point One Singapore Pte. Ltd. This strategic move enables us to customize our services to meet the unique needs and demands of our clients in the US.”
“Furthermore, we have added new logos that represent our progress towards excellence. To reinforce growth and innovation, we have hired top-tier talents to create unique offerings that distinguish us in the industry and ensure our services are customer-centric and truly exceptional.”
Customer Success Stories
Can you share any specific customer success stories? Chhabra highlighted:
“Sharing one from our recent partnership with a renowned Fintech organisation, wherein our team conducted a thorough value stream mapping on their entire process and we are excited to report that through our process re-engineering efforts, we achieved some pretty phenomenal outcomes. We were able to cut their headcount by an impressive 50%, while also improving their first response time by a whopping 65%. Additionally, we were able to significantly reduce overall resolution time by 35% and boost customer satisfaction by 17%. What’s even more exciting is that our success has led to significant growth for both our companies, with over 130 full-time employees now working together across multiple lines of business. This achievement is a true testament to our dedication to providing customized solutions that exceed our clients’ expectations.”
Differentiation From The Competition
What differentiates the company from its competition? Chhabra affirmed:
“We believe in being a value partner to our clients, rather than just a managed service provider. Our approach is centred on our commitment to our clients’ brands, ensuring that we simplify the customer journey at every stage. We strongly believe in providing a seamless experience across all touch-points, thereby transforming customer engagement. Our primary core value is our agility and responsiveness to changes as per the latest market dynamics driven by the specific needs of our clients. We understand that achieving this can be challenging within the confines of large organizations, which is why our clients find it easier to adopt the One Point One Solutions approach.”
Future Company Goals
What are some of the company’s future goals? Chhabra concluded:
“We are focusing on several key factors that align with our strategy and vision. Our primary objective is to expand our presence significantly and extend our footprint in the industry. Additionally, we are committed to bringing substantial value to our existing services by elevating their quality, ensuring our clients receive exceptional value beyond expectation. We place a strong emphasis on driving a purpose-driven approach, prioritizing the satisfaction of our clients over profit. We recognize the importance of continually evolving our practices to maintain our competitive edge. Staying ahead of the game demands constant innovation and adaptation, which is a central element of our future plans.”
