In this insightful interview, Murali Krishnan, the Managing Director of Kaizen Infoserve, discusses the company’s performance in 2024, its key business objectives for 2025, and the emerging opportunities in the tech support industry. Additionally, Murali shares how Kaizen plans to enhance its offerings in the year 2025.
Rajeev: How did your business perform in CY 2024? What were the key factors that contributed to this success?
Murali: With technology reaching remote areas in the country, the requirement for technology support has seen a sharp increase since 2020. Now, the market is maturing, and customers understand the importance of last-mile support, which in turn has moved up the chain to reach resellers, distributors, and brand owners.
This growing awareness has significantly boosted demand for reliable service networks and created opportunities for expanding our footprint. Additionally, our commitment to quality service delivery and strong partnerships with key stakeholders played a pivotal role in enhancing overall business performance during CY 2024.
Rajeev: What are your key business objectives for 2025? How do you plan to achieve them?
Murali: Kaizen has been focusing on a level playing field and believes in the organic improvement of customer satisfaction, which directly enhances the performance of aligned resellers, distributors, and brand owners. For the current financial year, Kaizen has set a process to expand its reach by partnering with new brands while optimizing operational costs, creating a win-win situation for the brands that choose Kaizen as their support partner. Customer handling has been a key factor in Kaizen’s success.
Rajeev: What new opportunities do you foresee emerging in your industry?
Murali: With our automated tool, the AI-driven CHATPOT, we have opened new avenues for customers seeking post-sale support. The 365 operation of our helpdesk, available from 9 AM to 6 PM, has given Kaizen a competitive edge. As manufacturing and the export of IT components to the country are accelerating, the demand for customer support in emerging markets like the Middle East and Europe will increase. Kaizen, with its rich experience, is aggressively working with brand owners to make this a reality in the coming year.
Rajeev: What is your current channel strength, and how do you plan to enhance your channel ecosystem in 2025?
Murali: Currently, Kaizen has 10 regional warehouses stocking warranty buffers, with over 75 support points actively operating in accordance with the guidelines of respective brand owners. In response to growing requests from brands, Kaizen has launched a preferential partner program, adding 100 additional partners to directly interact with Kaizen’s central helpdesk for faster turnaround times (TAT). Channel partners across the country are actively supporting this initiative, as the load on Kaizen’s current support locations will be redistributed to other partners and end customers.
Rajeev: What new product categories or services are you planning to introduce in 2025?
Murali: Kaizen's forte has been in desktop, laptop, server components, and their allied products, including networking. We will continue to focus on these areas moving forward.
This will allow us to meet the evolving needs of our clients who require high-performance, scalable systems and seamless connectivity. We are committed to delivering products that align with emerging trends in IT infrastructure while ensuring reliability and efficiency. By continuously adapting to the fast-changing technology landscape, we aim to provide our clients with the tools they need to remain competitive and future-ready.
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