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By focusing on enhancing client relationships, Onepoint has positioned itself to drive cross-selling opportunities

Sangeetha Viswanathan is a Help to Grow: Management Course alumna and currently the Director of Project Delivery and Operations at Onepoint Consulting Ltd., a data and digital transformation company based in London, Manchester, and Pune, India. Since joining the business in 2012, Sangeetha has spearheaded a growth strategy that has been fuelled by deeper and more meaningful relationships with clients.

A creative and steady rise to leadership

For the first six years, Onepoint was a small, flat, four-member outfit. Its business model was focused on servicing a few clients in the enterprise architecture space. Onepoint acted as a consultant to create and map out large-scale data and digital solutions through architecture blueprints, transformation road mapping, and help clients manage global systems integrators. But it wasn’t long before clients started asking Onepoint to deliver these solutions in addition to the blueprint. It was around this time that Sangeetha joined the company.

‘When I joined the business, there was a consensus in the office that Onepoint could deliver greater value to our clients for mutual benefit if we provided technical solutions and then delivered them too.’ Sangeetha says. ‘Given our knowledge and experience of the Indian subcontinent, we felt we could establish and leverage a highly skilled workforce to deliver solution that would enable us to offer competitive price points to our clients.’

Sangeetha and the executive team members were pivotal in establishing the Pune office. Having spent her formative years in India and studying for her Master’s degree at the University of Madras, Sangeetha had cultural and professional knowledge of the landscape. Therefore, she could seamlessly set up and integrate the India office with the London one.

The move went well, and the company rapidly grew to 60 employees. Despite this growth, a collaborative and inclusive culture remained providing Sangeetha with opportunities to learn, grow, and rise through the ranks by consistently improving Onepoint’s services and its client value proposition.

Sangeetha and the rest of the leadership team have been focused on obtaining various certifications and accreditations for Onepoint, including ISO 27001, cyber security, net zero, Good Business Charter, and Living Wage employer. These demonstrate the company’s commitment to high standards and make it more attractive to clients, leading to stronger relationships and new business opportunities.

Making Onepoint more attractive to clients

In addition to securing industry certifications, Onepoint has been running an apprenticeship scheme and a robust onboarding process. The latter consists of an internal interview process and structured training to teach new technologies, soft skills, and client history to internalise their challenges and pain points. The onboarding process ensures individuals can consistently provide clients with a premium service and demonstrates the company’s dedication to quality and responsible practices.

This commitment has directly impacted client relations, with satisfied clients recommending Onepoint to their peers and network. It has also led to cross-selling as deeper engagements within existing client networks reinforce the company’s position as a market leader.

Onepoint has also prioritised addressing the challenges of balancing global and local support. Recognising clients’ preference for UK-based support, they introduced a hybrid model where most of the team operates from Pune, India, while senior team members are based in the UK. This approach has balanced cost efficiency with client satisfaction, helping them to retain and attract clients.

Streamlining processes for enhanced productivity

Despite being a tech company, many of Onepoint’s processes were manual, including invoicing. Sangeetha is driving the digitalisation of these processes. Her focus on implementing new systems and processes aims to enhance productivity and operational efficiency. This initiative is part of her broader strategy to modernise the company’s operations following the Help to Grow: Management Course. This ensures the business remains competitive in a rapidly evolving industry.

Actionable insights from Sangeetha’s leadership

Invest in industry certifications: certifications in key areas like cyber security and a net zero commitment demonstrate a dedication to high standards and responsible practices, making the company more attractive to clients.

Adopt a hybrid support model: balancing offshore and local support teams can optimise cost efficiency while meeting client preferences, enhancing client satisfaction and strengthening relationships.

Digitalise and streamline processes: regularly reviewing and updating business procedures to incorporate digital solutions can boost productivity and competitiveness.

Focus on talent development: investing in comprehensive training and apprenticeship programmes can ensure a skilled and adaptable workforce, contributing to the company’s long-term success.

Foster an inclusive culture: maintaining an accessible leadership team and a collaborative environment can encourage innovation and engagement at all organisational levels.

Value-based service: ensuring client satisfaction value at every step of the service can often result in referrals and repeat business.

Sangeetha’s strategic vision and dedication have significantly contributed to Onepoint’s success. By enhancing client relationships, streamlining processes, and investing in talent, she has positioned the company for sustained growth and more resilient client relationships to drive cross-selling opportunities.

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