How Cloud Technology is Empowering Indian SMEs: Key Insights from Tata Teleservices and CyberMedia Research

India’s booming economy and the robust digital infrastructure are fuelling a wave of innovation, with businesses of all sizes – from established enterprises to agile small and medium enterprises (SMEs) – embracing powerful new technologies. Underpinning this growth charge is Cloud - a critical foundation for India’s ongoing digital transformation journey.

Indian small and medium enterprises (SMEs) are increasingly leveraging Cloud technology to drive growth, enhance customer experiences, and improve operational efficiency. According to the TTBS SME Digital Pulse Report by CyberMedia Research, over 50% of Indian SMEs are using Cloud services for business expansion in FY2024, highlighting the critical role of Cloud technology in their digital transformation journey.

To explore these trends further, Minu Sirsalewala, Executive Editor, Dataquest spoke with Vishal Rally, Senior Vice-President of Product and Marketing at Tata Teleservices, and Prabhu Ram, VP - Industry Research Group (IRG), CyberMedia Research (CMR). They provided valuable insights into how Cloud technology is revolutionizing the SME sector in India, the strategies driving Cloud adoption, and the support systems in place to ensure security and cost-effectiveness. Their perspectives reveal how SMEs can leverage Cloud solutions to compete with larger enterprises and achieve sustained growth in a dynamic business environment.

The study highlights that 50% of SMEs are leveraging Cloud for business expansion in FY2024. Can you elaborate on the specific ways in which Cloud technology is driving this expansion for SMEs?

Prabhu Ram: The rapid adoption of Cloud technology among SMEs is a significant trend that we observed in our TTBS SME Digital Pulse Report. SMEs across various sectors, including retail, manufacturing, healthcare, and education, are leveraging Cloud technology to scale their operations efficiently. Cloud adoption facilitates business growth by providing effortless scalability, allowing SMEs to add resources on demand and expand into new markets without substantial investments. This agility enables SMEs to capitalize on opportunities faster, deploying new applications and services accessible from anywhere on any device. Additionally, Cloud services empower SMEs to utilize advanced technologies like AI and Big Data analytics to optimize operations, enhance customer experience, and make data-driven decisions.

Vishal Rally: At Tata Teleservices, we see this surge in Cloud adoption firsthand, as highlighted by the SME Digital Insights study. SMEs prefer Cloud solutions because they are asset and capex-light, easy to install, and manage. Cloud technology drives expansion by enabling SMEs to scale resources as needed, providing enhanced agility in a dynamic business environment. This agility allows SMEs to seize the first-mover advantage and capitalize on market opportunities quickly. Moreover, Cloud services offer innovative capabilities that empower SMEs to use advanced technologies like AI and Big Data to optimize operations and enhance customer experience. Enhanced security measures provided by Cloud providers also ensure data protection and regulatory compliance, building trust with customers.

Over half of the SMEs surveyed prioritise Cloud for customer support. What are some of the key Cloud features or solutions offered by Tata Tele Business Services that are specifically designed to enhance customer support for SMEs?

Vishal Rally: At TTBS, we understand the critical role of customer support in SME success. We offer a range of Cloud-based solutions to enhance customer experiences, such as our advanced Cloud suite Smartflo, a multi-tenanted PBX in the Cloud that enables all communication features a customer may need. Smartflo offers Cloud-based contact centers for efficient multi-channel management, CRM integration for personalized interactions, and helpdesk software for streamlined support. We have integrated Smartflo with platforms like Zoom, WhatsApp for Business, and Microsoft PSTN, bundling all these services under the Smartflo proposition as Communication as a Service (CaaS) and Unified Communications as a Service (UCaaS). This comprehensive approach focuses on providing businesses with real-time customer insights and sentiments, enabling a personalized approach and fostering strong customer relationships.

Nearly 40% of SMEs cite enhanced security as the top driver for Cloud adoption. How does Tata Tele Business Services ensure that its Cloud offerings meet the high-security standards required by SMEs?

Vishal Rally: Security is paramount for SMEs, especially in today’s threat landscape where cyberattacks are becoming more frequent and sophisticated. At TTBS, we ensure the highest level of security in our Cloud-based solutions by incorporating multi-layered security protocols, including firewalls, intrusion detection systems, and data encryption, to safeguard sensitive information. Our Smart Internet connectivity solution bundles Cloud security with the data layer, allowing users to control and optimize network usage and site permissions through a DIY interface. We also conduct regular security audits to identify and address potential vulnerabilities, ensuring adherence to data privacy and security standards. Clear documentation of security measures further ensures a comprehensive understanding of data protection.

Prabhu Ram: Our research indicates that security is indeed a crucial factor for SMEs when adopting Cloud technology. By prioritizing a security-first approach, SMEs can enhance customer trust, mitigate risks, adhere to compliance requirements, and improve business continuity. Robust security measures contribute to building a strong foundation for long-term success, enabling SMEs to unlock the full potential of Cloud computing while mitigating risks.

The study mentions that 58% of SMEs believe they have a high level of digital maturity. What role does Tata Tele Business Services play in supporting SMEs to achieve and maintain this level of digital maturity?

Prabhu Ram: The high level of digital maturity among SMEs in India is a positive sign of the ongoing digital transformation. SMEs are increasingly recognizing the benefits of Cloud and collaboration solutions, which contribute to this digital maturity. However, many SMEs may hesitate to adopt these technologies due to a lack of knowledge on where to begin. Support from service providers is crucial in helping these SMEs achieve and maintain digital maturity.

Vishal Rally: Tata Tele Business Services plays a pivotal role in supporting SMEs on their journey to digital maturity. We act as subject matter experts, offering comprehensive support including Cloud adoption consulting, digital transformation roadmaps, and Cloud skills training. Our domain experts and solution architects assess the existing IT infrastructure of SMEs and recommend the most suitable Cloud solutions to meet their business goals. We also conduct regular training programs to equip SMEs with the skills to manage and optimize their Cloud environments. Additionally, our partnerships with leading technology companies like Microsoft, Google, Meta, and Zoom allow us to create unique bundled services and solutions tailored for Indian SMEs, democratizing technology and enabling them to compete with larger enterprises.

The study mentions that 37% of SMEs are focused on attaining Cloud cost-effectiveness. Can you discuss the strategies or solutions Tata Tele Business Services offers to help SMEs manage and optimize their Cloud expenses?

Vishal Rally: TTBS simplifies Cloud adoption, making it a cost-effective and secure option for SMEs. We offer flexible pricing models such as pay-as-you-go and subscription-based plans, eliminating the need for significant upfront investments. Our scalable solutions allow businesses to adjust resources according to demand, ensuring cost efficiency. We also provide bundled services at affordable rates, comprehensive managed services, and robust security measures, reducing the need for in-house IT staff and infrastructure. Additionally, we offer cost monitoring tools and training to help SMEs optimize their Cloud usage and avoid unnecessary expenses. By providing access to advanced Cloud technologies and platforms, SMEs can innovate and grow effectively.

Prabhu Ram: Our research supports the importance of cost-effectiveness in Cloud adoption for SMEs. The flexibility and scalability of Cloud services enable SMEs to manage costs efficiently, allowing them to pay only for the resources they use. By adopting cost-effective strategies and leveraging Cloud solutions, SMEs can enhance their operational efficiency and achieve sustained growth.

Vishal Rally

Senior Vice-President of Product and Marketing at Tata Teleservices

Prabhu Ram

VP - Industry Research Group (IRG), CyberMedia Research (CMR)

By Minu Sirsalewala

minus@cybermedia.co.in