Keshav Murugesh, Group CEO, WNS Global Services, pointed out the huge potential for the IT-BPM industry in the wake of the pandemic, saying the technology is gaining wide acceptance globally.
“Every business around the world, even if it is in a traditional sector with a conservative outlook, has now jumped on the bandwagon in terms of technology-first and digital transformation agenda,” he said.
WNS raised its forecast for full-year revenue in July to $961-$1,009 million from the $945-$997 million it forecast in April.
While Mr. Murugesh did not specify which verticals have increased the revenue potential, he said, “Insurance is a contributor; The banking and financial services vertical has performed very well for us. The general situation in the shipping and logistics sector is also very positive. I’d also like to turn the call over to the travel and airline business because it’s certainly been positive. We are seeing more people taking vacations.”
With normalcy coming back completely, as the pandemic seems to be easing, potential customers of the insurance industry have preferred to execute online transactions instead of meeting agents in person. “We have helped insurance companies go to self-service portals, where you can complete your entire transaction online.” He added that agents can now focus on their role as facilitators for various client functions, including claims.
WNS had enabled a Spanish airline to check COVID protocols using a digital interface. “This tool helps customers to upload all the information like their vaccinations, forms required to reach their destination and so on. Since it is an integrated solution, the airline is using the device as a differentiator to say: ‘Look, there is minimal risk of COVID’. Because, when you come in, you just show your barcode and walk to fly, unlike standing in a line, filling out forms, displaying certificates and so on. ”
He also said that with the pandemic showing signs of subsidence, business could “accept certificates from others, perhaps after November, December, when fully immunized countries begin to open up”. “We see that corporate travel is increasing across continents [at the time]It will boost prospects for business process management (BPM) companies serving the airline industry.
With regard to the overall technology services sector in India, Mr. Murugesh said, “We welcome the extension of norms allowing work from home option for SEZ units till December 31st.” The WNS chief, a member of the executive council of apex industry body Nasscom, said: “The expansion is definitely a good sign. We would also like it to be long term and permanent. Then, the industry can come up with the right model to make announcements for IT employees in terms of working from anywhere.”