Enser Communications Ltd Management Discussions

Annexure VI

1. Industry Structure and Developments: Service Industry in general:

The Indian Business Process Management (BPM) industry has demonstrated robust growth in recent years, firmly establishing the country as a premier global outsourcing hub. As per estimates by NASSCOM, the sector is projected to generate revenue of approximately USD 49 billion in the financial year 2023-24 (FY 2024), underscoring its significant expansion and strategic importance within the global services landscape.

India is home to 5.4 million IT/BPM professionals. It is also the 3^rd largest Unicorn hub globally. This talent advantage positions India as a preferred destination for global outsourcing and process transformation. Indias IT-BPM industry has been growing steadily at a 7.2% CAGR, driven by rising global demand for cost-efficient, technology-enabled services. It is expected to reach a value of $290 Bn by 2026.

BPM contribution continues to expand as companies worldwide increase their reliance on Indian expertise for critical business functions. Its Indias largest Private Sector employer industry, having employed 5Mn. Additionally, India accounts for 50-55% of global outsourcing market. Rapid adoption of AI, automation, and cloud by global businesses is projected to drive Indias BPM exports beyond $200 billion by 2030, firmly establishing India as the worlds BPM powerhouse.

With global technology spending projected to reach $5.43 trillion, Indias BPM industry is well positioned to capture a significant share of this market especially in areas like Al-driven customer engagement, automation, and analytics. Hence considering above positive outlook the management of the Company is optimistic and equally geared to capitalize on the coming opportunities.

2. Business Overview:

We are an emerging player of Business Process Management (BPM) Industry, offering cutting-edge solutions designed to enhance customer experiences and drive operational excellence. Your Company helps its clients manage their Customer Life cycle using its Business Process Management Platform. Your Company provides Business Process Management Services including customer interaction management and provides services to mid-size and large corporates to fulfil their customer acquisition needs in various industries such as Banking, Financial Services and Insurance, E- commerce, QSR, Edtech, Hospitality and Travel and among others, where we deliver tailor-made solutions to meet the unique requirements of our valued clients. Your Company provides Customer Acquisition services, it is an automated, defined and optimized process for gaining new customers, from lead generation to conversion, aiming to enhance efficiency and effectiveness. Apart from this, your company is also providing services including Automated Premium Collection Engine, Integrated Voice Recognition Response System, C-SAT Surveys, Cyber Security, CRM Development, Digital Signages, Interactive Flat Panel, Audio Video solutions and other services to its customers.

Your Company operates out in five cities: Mumbai, Gurgaon, Bangalore, Jaipur and Chennai and where Mumbai location is being held for head office and Gurgaon location is being held for Corporate Office and vital business operations.

Our Mission:

continuously learn and develop new technologies and applications to enhance and optimize our business processes.

- committed to delivering conversion-driven metrics that create measurable value for our customers.

- to offer the best possible solutions through cost-effective, scalable business models, ensuring sustainable growth and adaptability in a dynamic market.

- to built on a foundation of a dedicated team of professionals, driven by ownership, integrity, and a passion for excellence.

- collaborating closely with enterprises to co-create exceptional customer experiences that drive loyalty and satisfaction.

- Through the strategic use of analytics and performance review mechanisms, we are focused on achieving and exceeding benchmark KPIs.

- ensuring continuous improvement and long-term success for our clients and partners.

Our Pillars of Excellence:

Process Excellence in

• Customer Acquisition Services

• IT Infrastructure Management Service

• Data Management Services

• Customer Services & C-SAT Surveys

• Automated Premium Collection Engine

• Cyber Security

• Integrated Voice Response System Operational Excellence through

• Leverage Technology: to ensure reliable and consistent process execution, minimizing errors and enhancing scalability.

• Standardized Process Templates: well-defined templates for every process to ensure uniformity, with regular reviews and updates to drive ongoing improvement.

• Systematic Best Practice Sharing: actively identifying and cross-pollinating best practices across teams and functions to accelerate learning, innovation, and quality outcomes.

• Domain Expertise Development: Hiring and continuously developing domain experts who bring deep industry knowledge and insights.

Governance Excellence through

• Competent Board of Directors

• ISO 27001:2013, ISO 9001:2015 and ISO 22301:2019 Certifications

• CMMI MATURITY LEVEL - 5

• Compliance with stringent statutory norms

• POSH Committee to ensure fair and diverse workplace

• Annual Operation Planning meets and Monthly Engagement Reviews

• Weekly Internal Reviews with Process Managers and Team Leaders Our Services:

Customer Acquisition Services	Customer acquisition is a strategic process focused on turning potential leads into loyal, satisfied customers. It involves identifying, engaging, and converting prospects into paying clients, forming the foundation for sustainable business growth.
	With Enser, businesses can equip their expanding support teams for success?enhancing issue resolution, analyzing current customer service metrics, and optimizing phone support operations across the board.
	As part of our Customer Acquisition Services, Enser offers a comprehensive suite of solutions designed to drive growth and efficiency:
	• CRM System Development & Integration
	• Data Analytics & Customer Profiling
	• Lead Generation
	• Outbound Calling Campaigns
	• Sales Scripting & Team Training
	• Multi-Channel Customer Engagement
	• Quality Assurance & Performance Monitoring
	• Customer Segmentation Strategies
	• Real-Time Data Integration
	• Management Information Systems (MIS)
	• Promotional Campaigns
	• Technology-Driven Solutions
	• Customer Education Initiatives
	• Cross-Selling & Up-Selling Programs
	• End-to-End Customer Support Services

 

IT Infrastructure Management Services	Tech-Enabled Solutions: Payment Reminders & Collections
	We offer advanced, technology-driven solutions to support timely payments and subscription collections for various services, including insurance premiums, OTT platforms, cable television, and more. These tools are designed to enhance customer experience while ensuring consistent revenue collection for our clients.
	Tech-Enabled Infrastructure Development
	Our tech-enabled infrastructure solutions provide clients with ready-to-deploy IT and telecom facilities, enabling them to launch operations swiftly with minimal lead time. This reduces time-to-market, minimizes resource wastage, and accelerates business readiness.
Data Management Services	We offer comprehensive data management services across various sectors, with a primary focus on the government sector. Our support includes assisting in the verification and authentication of individual claims submitted by applicants, ensuring accuracy, transparency, and integrity in the process.
Customer Services & C- SAT Surveys	Customer service is the practice of addressing and supporting customer needs at every stage of their journey?before, during, and after a product or service is delivered. It involves offering professional, helpful, and high-quality assistance to ensure a positive customer experience. At the core, its about understanding and fulfilling customer expectations to build trust and satisfaction.
	Our customer service offerings are focused on providing efficient, responsive support that aligns with client and customer needs. This includes handling queries, resolving issues, and ensuring a seamless service experience.
	Customer service is about looking after the customers needs. It involves providing professional helpful, and high-quality service and assistance before, during, and after the customers requirements are fulfilled. Essentially, its about meeting the needs and desires of any customer. Our services focus on customer support, ensuring we meet the client or customer needs effectively.
	We also offer web chat services through integrated applications, websites, or software platforms, allowing real-time communication between customer service representatives and users. These tools enable us to assist customers by providing timely information on products such as insurance plans, educational courses, and more. This service is already in use with some of our existing clients and helps drive engagement and support.
	C-SAT Surveys
	To continuously improve service quality, we conduct Customer Satisfaction C-SAT Surveys. These surveys gather feedback directly from customers to measure their experience and satisfaction levels, helping us identify strengths and areas for improvement.
Automated Premium Collection Engine	As part of our commitment to enhancing operational efficiency and customer convenience, we implemented the Automated Premium Collection Engine during the year. This technology-driven solution is designed to streamline the premium collection process for insurance and subscription-based services.
	The engine automates key functions such as payment reminders, due date notifications, real-time transaction tracking, and seamless integration with payment gateways. By minimizing manual intervention, it not only improves collection accuracy and timeliness but also reduces operational overhead.
	This solution has significantly improved customer engagement and retention by offering a frictionless payment experience across multiple channels, including SMS, email, web portals, and mobile applications. It also supports recurring payment setups, ensuring continuity of service and reduced lapse rates.
Cyber Security	In an increasingly digital operating environment, cyber security remains a top priority for our organization. Over the past year, we have continued to strengthen our cyber security framework to protect our systems, data, and customer information from evolving threats.
	Implementation of Advanced Threat Detection Systems
	We deployed next-generation firewalls, intrusion detection/prevention systems (IDS/IPS), and endpoint protection solutions to identify and respond to threats in real time.
	Regular Security Audits and Compliance Reviews
	Independent audits and vulnerability assessments were conducted to ensure compliance with industry standards and regulatory requirements, including ISO/IEC 27001 and relevant government guidelines.
	Employee Awareness and Training
	Cybersecurity awareness programs and simulated phishing exercises were conducted across the organization to strengthen our human firewall and promote a culture of security responsibility.
	Data Protection and Access Controls
	We enhanced our data encryption, multi-factor authentication (MFA), and role-based access controls to ensure data confidentiality and integrity.
	Incident Response Preparedness
	Our incident response plan was updated and tested to ensure quick and coordinated action in the event of a security breach.
	As we continue to embrace digital transformation, we remain committed to proactive cyber risk management. Ongoing investments in cybersecurity infrastructure and capabilities will ensure the resilience, trust, and safety of our digital operations.

3. OPPORTUNITIES AND THREATS, SWOT ANALYSIS

The Company continues to focus on cost optimization to deliver strong value-for-money solutions to its clients. Emphasis remains on maintaining high service quality, fostering long-term client relationships, ensuring operational stability and sustainability, adopting best practices in supplier management, and upholding a customer-centric approach.

As with any organization, the Companys growth trajectory is influenced by various opportunities and risks inherent to the industry. These external factors?market trends, regulatory changes, technological advancements, and economic conditions?are continually assessed to align our strategy and maintain competitiveness.

Your Companys Competitive Edge Is:

- Commitment to Quality and Compliance with Industry Standards

- Agility in Adapting to Evolving Customer Requirements

- High Degree of Customization and Operational Flexibility

- Robust Infrastructure Backed by Advanced Technology

- Reliable and Responsive Client Support Services

- Seamless Integration Capabilities with Client Systems

- Strategic Alliances and Strong Industry Partnerships Companys Business Strategy:

Your Company is committed to building long-term, value-driven partnerships through proactive engagement and delivering customized solutions tailored to client needs. With a focus on global expansion, the Company is actively strengthening its presence in emerging markets to unlock new growth opportunities.

As part of its strategic direction, the Company is driving a technology-led transformation, adopting cutting-edge tools and platforms to enhance service delivery, operational efficiency, and customer satisfaction. This includes developing future-ready workspaces that promote collaboration, prioritize employee well-being, and foster productivity and innovation.

Your Company aspires to become a best-in-class BPM partner for lead conversion, especially for clients seeking high-quality walk-ins from digital marketing initiatives. Enser is positioned to deliver a superior customer experience and maximize return on marketing investments?deepening client relationships and reinforcing its reputation for excellence.

To achieve these objectives, the Company is:

• Investing in talent acquisition and training to build a capable, motivated workforce

• Maintaining robust IT infrastructure, including servers, networking, and physical assets

• Fostering a culture of creativity and operational excellence, empowering teams to develop innovative solutions

From a financial perspective, the Company continues to deliver value-for-money pricing, while optimizing operational costs to sustain healthy PAT margins within a low-debt capital structure.

Your Companys SWOT Analysis is:

Strengths	Infrastructure - Your Company has made strategic investments in high-quality servers, advanced software, and robust infrastructure to ensure maximum system availability and near-zero downtime for clients. This commitment enhances reliability, operational continuity, and overall client confidence in our service delivery.
	Quality - Your Company is certified with ISO 27001:2013, ISO 9001:2015, ISO 22301:2019, and CMMI Maturity Level 5. These certifications reflect our commitment to robust, well-defined processes, ensuring high standards of service delivery. They also provide clients with confidence in our operational excellence, process integrity, and the highest level of data confidentiality and security.
	Integrity - Integrity is a core value deeply embedded in the culture of the organization. From senior leadership to middle management and frontline teams, there is a clear understanding that client trust is paramount. The Company maintains a strict zero-tolerance policy toward any breach of ethical standards, ensuring that honesty, transparency, and accountability are upheld at every level.
	Domain Experience - With over a decade of proven experience, the Company has established strong credibility in the market, particularly in managing and optimizing sales processes. This deep domain expertise positions us as a trusted partner for clients seeking effective, results- driven sales solutions.
	Client-Centric Approach - The Company is committed to delivering tangible business outcomes and measurable value to its clients. By focusing on successful solution implementation and providing continuous support, we foster strong, long-term partnerships built on trust, performance, and shared success.
Weakness	Business dependency on the top Management team.
	Enser is an MSME Company and smaller in size compared to some competitors.
	Focus on reasonable margins, can lead to lower number of new client acquisitions.
Opportunities	Your Company is well-positioned to expand into new markets and industry verticals, opening avenues for growth and diversification.
	Embracing emerging technologies such as artificial intelligence, automation, and advanced analytics presents significant potential to enhance operational efficiency, service quality, and overall competitiveness.
	Continuous process improvement can drive greater efficiency and cost-effectiveness?further strengthening the Companys value proposition and appeal to a broader client base.
Threats	The BPM industry faces intense competition, which can trigger price wars and put pressure on profit margins.
	Rapid technological advancements may quickly make certain BPM services outdated, necessitating ongoing adaptation and significant investment in new technologies to stay relevant and competitive.

4. SEGMENT WISE OR PRODUCT WISE PERFORMANCE

The Company conducts its operations within a single business vertical: Business Process Management Services. In compliance with the applicable financial reporting standards, the Company has determined that there are no separately identifiable segments requiring disclosure.

5. OUTLOOK

Your Company continues to strategically focus on high-margin business segments, including Customer Relationship Management (CRM), application development and integration services, as well as the design and deployment of insurance technology platforms catering to both domestic and international markets. As a rapidly emerging player in the IT-BPM sector, we are actively strengthening our capabilities and investing across multiple dimensions to sustain and accelerate our growth trajectory.

To this end, the management has undertaken several focused initiatives:

1. Development of New Value Propositions: Formulating compelling value offerings in emerging service lines to effectively capture evolving market opportunities.

2. Reinvention of Traditional Services: Continuously enhancing and modernizing legacy service offerings to stay ahead of dynamic market expectations.

3. Investment in Disruptive Technologies: Increasing allocation of resources toward innovative, next- generation technologies that hold the potential to redefine service delivery models.

4. Optimization of Talent Strategy: Re-evaluating workforce structures and emphasizing reskilling and upskilling initiatives to align with a business environment increasingly characterized by smaller, agile, and highly skilled teams.

5. Expansion of Strategic Partnerships: Actively exploring global collaborations with niche players, domain specialists, and platform providers to deliver a more integrated and value-rich portfolio of services to our clients.

Through these concerted efforts, Your Company seeks to reinforce its competitive positioning and deliver sustained long-term value to clients, shareholders, and other stakeholders.

6. RISK AND CONCERNS

Risk management is a fundamental component of our business strategy. We have identified key risks and uncertainties that could potentially affect the Companys operational efficiency, financial health, management effectiveness, and long-term sustainability. Our goal is to enhance and maximize shareholder value by carefully balancing risks and opportunities through a proactive risk management framework designed to identify, mitigate, and manage potential threats while capitalizing on growth prospects. Key risks include, but are not limited to:

a. Competition Risk

The entry of new competitors or increased focus from existing players in our markets may intensify competition. Additionally, competitors might introduce new technologies, alternative service models, or competitive pricing strategies, which could adversely affect our business performance and market position.

b. Key People Risk

Our success heavily relies on attracting, retaining, and motivating a skilled and dedicated workforce. Failure to maintain a talented team may compromise our ability to deliver high-quality services to clients.

c. Business Disruption or IT System Failure Risk

Significant outages or failures in our IT infrastructure could disrupt business operations and service delivery, potentially eroding client trust and confidence.

d. Legal and Regulatory Risk

Failure to comply with legal or regulatory requirements could impact the Companys reputation and financial position.

e. Technological Risk

Rapid technological advancements, including artificial intelligence and robotics, could reduce demand for traditional, skill-based services or alter client expectations. The Company must adapt swiftly to these changes to remain competitive and meet evolving market needs.

7. INTERNAL CONTROL SYSTEMS AND THEIR ADEQUACY

The Company has established a comprehensive internal control system designed to provide reasonable assurance that assets are protected, transactions are authorized and accurately recorded, and accounting records are sufficient for the preparation of reliable financial statements and other financial information. To ensure the effectiveness of these controls, the Company maintains a strong and independent internal audit function. This team conducts regular audits to assess the design, operation, adequacy, and effectiveness of internal control processes, while also recommending improvements to management.

M/s P N Khanna & Co., Chartered Accountants, has been appointed as the Companys Internal Auditor in accordance with Section 138 of the Companies Act, 2013. This independent professional firm performs periodic internal audits and has implemented a robust internal control framework tailored to the Companys size and nature of business. The Internal Audit Report for the financial year 2024-2025 was reviewed and approved by both the Audit Committee and the Board of Directors. The Audit Committee also regularly examines reports submitted by the Statutory and Internal Auditors, evaluates the adequacy and effectiveness of the internal control environment, and monitors the implementation of audit recommendations to ensure ongoing compliance and operational excellence.

8. DISCUSSION ON FINANCIAL PERFORMANCE WITH RESPECT TO OPERATIONAL PERFORMANCE

			Amount (in lakhs)
Particulars	Standalone	Consolidated
	FY 2024-25	FY 2023-24	FY 2024-25
Revenue from Operations	7032.35	4607.57	8458.43
Other Income	53.88	22.06	86.34
Total Income	7086.23	4629.63	8544.77
Total Expenses	5966.08	3,917.81	7344.01
Net Profit Before Tax	1120.15	711.82	1200.76
Current Tax	254.30	194.07	283.46
Adjustment of Income Tax	12.58	-	12.58
Adjustment of Deferred Tax	35.07	(9.52)	26.59
Profit after Tax	818.20	527.27	878.13
Basic Earnings per share	0.94	0.60	1.01

During the year under review, the Company achieved a turnover of Rs. 7032.35/- Lakhs as against Rs. 4629.63/-Lakhs for previous year whereas, the profit of the Company for the period under review are Rs.878.13 /- Lakhs as compared to profit of the company Rs. 527.27/- Lakhs in the previous year.

9. MATERIAL DEVELOPMENTS IN HUMAN RESOURCE/ INDUSTRIAL RELATIONS FRONT, INCLUDING NUMBER OF PEOPLE EMPLOYED

Your Company remains committed to fostering optimal human performance and prioritizing effective performance management throughout the year. Our dedicated FUN team actively promotes a positive work environment by organizing activities that balance productivity with enjoyment. We strictly adhere to timely compliance of all statutory obligations related to employees, reinforcing our commitment to their welfare. Our POSH (Prevention of Sexual Harassment) Committee plays a vital role in maintaining a safe and respectful workplace, ensuring dignity and equality for all employees regardless of gender, religion, caste, or background. As a progressive employer, your Company continuously focuses on creating an engaging and inclusive atmosphere where employees are encouraged to learn, contribute, and grow, strengthening our workforce and industrial relations.

10. DISCLOSURE OF ACCOUNTING TREATMENT

The Company has not adopted any treatment different from that prescribed in an Accounting Standards.