Navneet Singh, Co-founder, PepperTap

Enterprises across business verticals recognise the role that information and communications technology (ICT) plays in their day-to-day functioning. An enterprise requires robust IT and telecom infrastructure to communicate not only with its customers but within the organisation as well. Driven by the need to ensure effective communication, reduce downtime, improve productivity and increase efficiency, enterprises are stepping up their investments to upgrade their ICT infrastructure. With the rapid proliferation of smart devices and the launch of faster networks, the most significant trends that have emerged are the adoption of mobile, analytics and cloud technologies. Leading enterprises in the sales and distribution industry discuss their IT strategies, emerging technology trends and future plans for IT infrastructure upgradation…

What is the company’s telecom and IT blueprint? What new IT infrastructure has it deployed?

All our back-end systems run on Amazon Web Services. Customers mostly place orders through the Android and iOS applications, while a small fraction continues to use our website. However, going forward, we will only be investing in our mobile application. In terms of hardware, most of our teams use Lenovo laptops, while the engineering team uses Mac­Books. There are no security issues anywhere in our system. Earlier, we would order everything online but are now mature enough to warrant using vendors for procurement. Having said that, we value speed in getting things done instead of focusing purely on price

What are the company’s future plans regar­ding the upgradation of its telecom and IT infrastructure?

Over the next few quarters, we want to actively improve customer experience.  We are working on our checkout and payment flows and want to decrease the number of clicks a user needs to place an order. We are trying to make it even easier for customers to reach us. His­torically, they could reach our customer care team through phone and email, but we are currently in the process of en­ab­ling them to communicate through other mediums such as chats from within the PepperTap application. Overall, the key metric we want to drive in the near term is the NPS (net promoter score) of our customers. Our entire leadership team is behind this goal, and the technology team is furiously working on a roadmap for the same.

“We are working on our checkout and payment flows and want to decrease the number of clicks a user needs to place an order.” Navneet Singh