Backend processes are important to any enterprise or company. Usually, these operational processes are effort intensive, time-consuming, and costly to implement and handle. Nonetheless, these processes are important for each enterprise and have to be applied efficiently.
Established firms must repeatedly enhance their operations by specializing in effectivity and price reductions to achieve a extremely aggressive market. It’s crucial that the back-office enterprise processes are environment friendly. They should help and assist the companies enhance their efficiency and general outcomes.
On this interview, Arun Malhotra, ARDEM’s Founder and President, shares the story behind his firm’s success and the providers they provide. They’re serving to firms throughout each area to realize their targets.
Please transient our viewers about ARDEM, its USPs, and the way it’s at present positioned as a trusted Enterprise Automation and Enterprise Course of Outsourcing associate.
ARDEM is a Enterprise Course of Outsourcing and Enterprise Course of Automation service supplier. We assist established firms enhance their operational efficiencies and scale back their overhead prices. Our headquarters is in New Jersey, and our world information facilities are in India and South America.
I might say our differentiator has been our agency conviction in pursuing two aims. One, we intention for very excessive buyer satisfaction, and this may be seen in our excessive buyer retention price. A couple of of our prospects have been with us for greater than 15 years in our two-decade of existence. Our second goal is to supply the best high quality of labor. Our relentless pursuit of high quality has allowed us to proceed to increase and develop our new buyer base.
We attempt repeatedly to supply worth to our shoppers. We spend loads of time understanding our consumer’s wants and this helps us to configure the very best answer for them. Not solely do we offer the very best options that meet our consumer’s wants as we speak, however we additionally construct in steady enhancements for our future shoppers.
I’m very pleased with every ARDEM group member. They acknowledge that our paychecks come from our prospects. Every of them works in direction of attaining the best buyer satisfaction in every little thing they do. This has been the only largest driver behind our prospects trusting us. Trusting that we’ll assist them succeed. Trusting that we’ll at all times meet and exceed their expectations.
Our beliefs, our tradition, and the best way we work can be our differentiator. All of us imagine that persons are inherently good and have the power to unravel advanced issues. We’re all able to delivering really distinctive outcomes and creating progressive options for our shoppers. Our focus is to supply distinctive and hassle-free service in order that our shoppers can concentrate on core points which impression their companies. ARDEM’s goal is to develop and to create new jobs that profit many.
I’m proud to share right here that lately ARDEM was ranked among the many High 30 BPO outsourcing firms within the USA by outsourceaccelerator.com. With our glorious group and the continued recognition by our prospects, I’m assured that we’re nicely positioned for future progress at ARDEM.
Shed some mild on ARDEM’s choices. How are they impacting the business and your shoppers?
Wherever there’s a want for data to be collected, processed, and managed, we’re capable of assist our shoppers. This may be any typical back-office transaction duties associated to Finance and Accounting, Human Assets, Provide Chain, Logistics, Procurement, and many others. Or in duties that require Knowledge Evaluation, Knowledge Analysis, Enterprise Intelligence, and Knowledge Analytics.
I’m amazed by the variety of totally different alternatives our shoppers carry to us and the way ARDEM creates options for them. It looks like sooner or later, we’re engaged on an outsourced accounting process, then the subsequent day, we’re gathering Enterprise Intelligence for a brand new consumer throughout all their shops. I discover all this so fascinating. I’m additionally amazed by the complexity of our consumer wants that we are able to resolve with our providers.
Our capability to remain nimble, to shortly pivot, and to create new progressive options that meet our consumer’s wants has helped us to develop. Not solely can we develop options, but additionally execute them efficiently. This can be a nice profit to our shoppers.
At ARDEM, we concentrate on having the very best and high certified folks and constructing strong processes utilizing essentially the most progressive applied sciences. This focus has helped us exceed our shoppers’ expectations on each task.
We work primarily with small to mid-sized companies. We additionally present our providers to the federal, state, and native governments. I’m very enthusiastic about our current cloud collaboration platform that we designed for one of many state governments. We applied a platform with their well being division to gather, course of, and handle COVID information.
We can assist our shoppers throughout the entire human-technology spectrum. From assignments which can be human-effort intensive to assignments which can be technology-intensive. Nonetheless, we’re continually difficult ourselves to automate and introduce know-how. This has produced the next high quality consequence and/or a shorter cycle time for our shoppers.
Sure, we’ve each folks and robots performing back-office processing. Generally, persons are your best option to carry out sure duties and different duties are higher carried out utilizing robots with Machine Studying and Synthetic Intelligence. As an engineer myself, I at all times get excited after we herald new know-how to create a greater answer for our shoppers.
Since we can assist our shoppers turn into extra environment friendly and scale back their prices, we’ve been capable of increase our clientele in each business. Accounting, Vitality, Banking, Insurance coverage, Manufacturing, Retail, Healthcare, Life Sciences, and lots of others. Each enterprise in each business needs and must turn into extra environment friendly and management their prices. We can assist them succeed.
Arun, please transient us about your journey within the business and the way you may have contributed to ARDEM’s success.
Previous to my “ARDEM life”, I had labored for over 20 years within the company world with a Fortune 500 firm. I possessed all the eagerness of an entrepreneur and the willingness of an immigrant to place within the 18-hour workdays to launch ARDEM.
Each the web and outsourcing of providers have been comparatively new after I began ARDEM. Nonetheless, I noticed a possibility to make work processes extra environment friendly and to assist my shoppers not solely to cut back prices but additionally meet their compliance and regulatory wants. This has been a differentiating issue for ARDEM.
Beginning in my workplace at house (sorry, not the storage), I initially focused the federal government sector, the place prior relationships didn’t appear so important. Success on this sector helped give us the traction we would have liked. We stored profitable long run authorities contracts which supplied us a secure money movement and the power to extend market presence.
Within the early years, every new order helped us win the subsequent one. Our prospects did all of the promoting for us due to their glorious references. Now, I’m proud to say that we’ve a protracted listing of comfortable and happy prospects who’re nonetheless serving to us develop as we speak.
Being an skilled chief, share your opinion on the impression of contemporary applied sciences similar to AI and Machine Studying’s adoption on the enterprise outsourcing area and what extra could possibly be anticipated sooner or later?
I feel all of the conversations and notably the angst about Machine Studying and Synthetic Intelligence is just like the early days of Outsourcing. Prefer it was for Enterprise Course of Outsourcing, these applied sciences are already right here and, right here to remain. They’ll proceed to develop and, usually, these applied sciences will profit all of us. I’m a believer in human beings, our adaptability and in our creativity.
Synthetic Intelligence, Machine Studying, Robotic Course of Automation, and different applied sciences will proceed to be utilized within the enterprise outsourcing area. We see in our personal work for various shoppers that we are able to ship increased high quality and shorter processing cycle occasions the place we’ve utilized automation applied sciences. We apply an Automation Gate verify on all our consumer assignments. This helps us to outline what course of steps have to be automated within the workflow. The result’s at all times a greater answer to our shoppers.
Contemplating the present pandemic, what preliminary challenges did you face, and the way did you drive ARDEM to maintain operations whereas making certain the security of your staff on the similar time?
Truthfully, I used to be amazed by how shortly my group pivoted on the onset of COVID. We, like many firms within the know-how area, have been working from bodily workplaces earlier than COVID. Inside lower than per week after our choice to work distant, we have been all working from our properties. We didn’t skip a beat. All our deliverables to our prospects stayed on schedule and all commitments have been stored as promised.
The choice to go distant instantly was pushed by our perception that this pandemic scenario was more likely to be long-term. My considering again in March of 2020, was this might final 18 months. Little did I do know that we’d nonetheless be working remotely as we speak. We’re planning to proceed working remotely and we’ve no particular date to return to our workplaces. I don’t see how we may carry again the group to our workplaces with out contemplating their security and well being.
The COVID pandemic led to a big bounce in our enterprise during the last eighteen months. We had new shoppers that came visiting to us as a result of their present outsourcing companions have been going through insurmountable challenges and weren’t capable of adapt shortly sufficient. We had the know-how, the infrastructure, and the bandwidth with glorious and certified group members that allowed us to onboard many new shoppers over this era.
What could be your recommendation to budding entrepreneurs who aspire to enterprise into the enterprise outsourcing providers market?
Entrepreneurs in any area are a unique breed. It’s worthwhile to be enthusiastic about what you might be doing. It’s worthwhile to be completely pushed by your conviction which you can succeed. And it’s essential be keen to work like loopy. It’s not a job however a ardour.
It’s at all times useful should you can contribute one thing new. It could possibly be a brand new strategy, a artistic new thought, or it could possibly be a brand new know-how. For those who don’t, there’s the chance that you can be grouped as ‘simply one other’ BPO.
Upon getting prospects, you need to hold them comfortable and at all times present them a high-quality service. Assist them clear up their issues. Be attentive to their wants. Upon getting folks, deal with them nicely, respect them, and assist them succeed. Assist them perceive and undertake the values and beliefs that you simply maintain expensive.
How do you envision scaling ARDEM’s operations and choices in 2022 and additional?
We count on to proceed our year-over-year progress price, of round 30%. We are going to proceed to enlarge our group dimension primarily in India and in South America. We have now been seeing super progress in our Finance and Accounting Companies, Vitality, Enterprise Intelligence, and Knowledge Analytics.
We count on to remain in our Distant working mannequin via 2022. We additionally count on to develop our providers as an answer through our cloud platforms. We plan to proceed offering our shoppers with Good Enterprise options that use the intersection of Folks for Innovation, Sturdy Processes for Workflow Enchancment, and Expertise for Collaborative Success.