iZeno: Harnessing Technology to Create Solutions for Smarter Business Insights

“If the rate of change on the outside exceeds the rate of change on the inside, the end is near.”—this quote by business mogul Jack Welch perfectly sums up why organizations that were born before the digital age must strive to provide a robust and seamless digital experience for their customers to compete and grow in today’s tech-driven markets. However, even when organizations decide to transition from their legacy systems to digital infrastructure, challenges such as organizational pushback, ineffective collection and utilization of customer data, and lack of a clear vision for the development of a digital customer journey can stymie the transformation process. Providing a suite of mission-critical applications that integrate DevOps, IT service management (ITSM), and customer relationship management (CRM) with an organization’s existing framework, Singapore-based iZeno assists IT leaders and business executives to accelerate their digital transformation initiatives.

“iZeno provides end-to-end solutions that incorporate best practices in digital transformation, customer experience (CX), and DevOps, allowing organizations to drive continuous innovation around people, processes, and technologies,” says Jason Lin, co-founder and director of iZeno.

Founded in 2003, iZeno assists fast-growing enterprises across the Association of Southeast Asian Nations (ASEAN), which are utilizing Commercial open source software to boost digital transformation within their businesses. The company is currently collaborating with technology leaders such as Atlassian, Red Hat, SugarCRM, Talend, Tibco and Jaspersoft to leverage scalable, open standard, and enterprise-grade open source software and enable companies to realize their digital transformation and CX strategies.

While deploying their digital transformation strategies in a client organization, iZeno follows two approaches—DevOps and customer experience. In the case of the DevOps approach, the company focuses on process management and automation to help clients realize faster time-to-market and deliver high quality, secure products and services. Further, the customer experience approach adds to the DevOps model by working with stakeholders to build the customer journey and implementing the most suitable CX and CRM solutions to manage customer engagement processes.

Highlighting the unique value proposition of iZeno’s services, Lin narrates a success story where a client from the hospitality industry was unable to cross-sell properties to customers due to the ad-hoc documentation of customer particulars. iZeno resolved this challenge by re-engineering the client’s sales processes and implementing SugarCRM and Talend solution, which integrated the client’s property management system with customer insights on various business units. “iZeno offered a complete enterprise solution to help the client achieve a leaner sales process, cutting 60 percent of the former lead time,” explains Jason. With the ability to track progress made through each customer engagement, the client was able to monitor and allocate resources efficiently in order to reach their revenue target.

Looking ahead, iZeno plans to continue growing while helping clients leverage AI solutions to bring efficiency into their CRM, analytics, ITSM, and DevOps initiatives. Additionally, Jason believes that the opening of their newest office in Kuala Lumpur in August 2018 further emphasizes iZeno’s commitment to providing better support to their clients. “True to our vision, in the coming years, iZeno aims to become a leading technology services company in Southeast Asia by enabling more clients to become high-performance businesses,” concludes Lin.