Customer Focus

The classic debate on who is more important for the business - the customer or the people, is never ending; and a lot of people see a trade-off between these, but we, at TO THE NEW, see perfect harmony between these 2 stakeholders because of our very simple principle & belief -- “Happy People lead to Happy Customers”. 

We know that when we take care of our people’s happiness, they are motivated to give their best to make our clients successful. In other words, we are committed to the success of our clients indirectly by first being committed towards the success of our people. 

In addition to focusing on our people’s happiness, we follow 3 simple rules on all our client engagements: 

1. Think long-term & be committed to long-term customer success
2. Have a resourceful & creative mindset to find best possible solutions to problems 
3. Go the extra mile where needed 

Our consistent efforts towards our customers’ success have enabled us to build many strong and lasting partnerships. For instance, our first customer from Sweden has been with us since 2010, with a relationship spanning more than a decade now. 

Repeat business has been a major source of revenue for us since the beginning. We have a very enviable Dollar Retention Rate of more than 120%, which speaks volumes about our long-term client retention track record. 

We have numerous success stories where our Customer Focus has helped us build long-term and growing relationships with our clients. Here is one to demonstrate our core value in action with one of the clients who is the leading life insurance provider in India. 

#CoreValueStories

Back in the day, when we began our engagement in 2017, we were modernizing one of their business critical applications. As the project was nearing its due date for the final release, the client came up with a last minute request for a new requirement to be added to the scope of the planned release. The new requirement needed some additional skills which neither the client nor we had at that time. 

But, we understood where this request stemmed from and got down to work under the original deadline. A team of Newers put their heads down to quickly grasp the required skill, spent five days and nights studying, and cracked the solution. The final solution was presented to the client, who was extremely delighted with the output and praised us for the quick-turnaround and accommodating the last minute request. Ultimately, we were able to release the product without any delay. That was the beginning of a long-lasting & trusted relationship with the client. Today, the client trusts our teams to such an extent that they reach out to us to resolve dead-ends being faced by them on applications owned by other partners.  

Customer Focus is possibly one of the most obvious values for any organization; and everyone claims to be customer-focused. The difference lies in the way we practice it on a daily basis and take small & big decisions on a day-to-day basis. Our customer focus has helped us reach where we are today. Our long-term trusted relationships with our clients & an enviable dollar retention rate are a great testament to our focus on our customers.