From CEO's Desk

Kumar Vembu - Founder and CEO

 

I am happy to share with you all, a new beginning that GOFRUGAL is making today. We launched Project Delight - a project aimed at delivering customer delight.

All businesses start with the mantra of customers first and they surely have customer at the center of whatever they do. GOFRUGAL is no exception. I started on the journey of GOFRUGAL in 2004 with the objective of delighting customers by delivering the benefit of integrating computing, internet and mobile to their business. As we expanded our solution offerings, market presence and customer base, despite our best intentions and efforts, there was a drift. I realized about a year back that we were falling short in delivering delight to our customers and it was not a proud feeling.

In July 2013 we decided to pause and understand where we are going wrong. The first feeling was that we have well defined processes, good systems that implement the process, skilled team of managers to monitor and manage the deliverable and above all a highly engaged and a committed team to deliver. I was surely in denial before acceptance. Once we re-iterated our commitment to delight customers and put customers first in what we do, slowly but gradually we were able to see the deficiencies in our processes, gaps in our systems, oversights in our monitoring and a way to improve and enhance customer experience.

We started addressing each one of those issues, one step at a time. We thought it is a simple project that will take 3 months. As we discussed, reviewed and questioned ourselves again and again, as we analyzed every failure that came our way, we were pulled deeper into the project. After almost a year, we are happy to release Project Delight.

Project Delight is not an end, it is a new beginning. A new beginning where GOFRUGAL, can be much more engaged with every prospect during their evaluation and offer them the best assistance in their evaluation. It is a new beginning where GOFRUGAL, as your IT solution provider in your business customers get to enjoy the power of GOFRUGAL solutions from a desktop computer within their store and access the reports from a browser when they are away. We are also planning to offer WhatsNow, a mobile App, to help business owners stay connected with their business.

Project Delight opens up a whole new world of possibilities for GOFRUGAL to enhance the value we offer through our products, enable more responsive support in our services and be a better partner in helping our customers realize their business goals because of our solutions.

Please share your experiences with us, when we fall short of your expectations. I request you to refer GOFRUGAL solutions to your friends in business.

Regards,
Kumar

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