BCP PlayBook: 'Digital' helped Happiest Minds attain highest-ever NPS amid disruptions

Rajiv Shah, President and CEO-Digital Business Services, Happiest Minds speaks on the company's digital BCP strategy and the path going forward: 

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The COVID-19 crisis has hit businesses harder than ever before. Although many large companies had a Business Continuity Plan (BCP) in place that they can fall back on in case of emergencies, but they fell short of expectations during this unprecedented crisis. In fact, sustaining the Business Continuity amidst the lockdown, social distancing, adapting to the 'New Normal' of remote work didn't quite go without hiccups for organizations across India.


Through the CIOL 'BCP PlayBook' series, we will try to give you a glimpse into the strategic Business Continuity Plans of various organizations across industries including the plan, the execution, the benefits they got from their updated BCP initiatives.

Today, we will take you through Happiest Minds' BCP initiatives.

In the video below, Rajiv Shah, President & CEO-Digital Business Services, Happiest Minds tells how the company bet on digital to create a robust BCP strategy and decide the path going forward:


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(Please click on the image to watch the video) 

Happiest Minds has enabled almost 99 percent of its 2,400-odd workforce across 16 locations in India to work from home during the lockdown by embracing digital. The company has deployed digital tools for transparent operations with built-in security and authentication. A focus group worked on innovative solutions that can enable digital transformation across business functions and can be repeated at multiple customer contacts.


A resilient BCP plan has also helped the company achieve the highest Net Promoter Score (NPS) ever. NPS is a metric used in customer loyalty and satisfaction measurement.

Key Benefits:

Expedite digital transformation efforts across business functions


Increased operational efficiency

Ensured employee safety and productivity

100 percent customer delivery


Connected and happy customer

"Covid, or no Covid, BCP is important to build resilience"  

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digital covid-19 bcp happiest-minds