The report is based on a survey conducted by Frost & Sullivan with 1,000 IT decision-makers at companies with less than 1,000 employees globally
With an increase in tasks and ensuing challenges in the current working model, 89% of the Indian IT decision-makers believe that their IT workload was significantly higher in 2022 as compared to 2021.
- First, hybrid work remains the preferred way of working, with 48% of knowledge-based employees working from physical locations and 37% working on a hybrid basis. Year-over-year results show a decrease of 10% in the number of businesses that have official rules on the number of days an employee needs to be in the office, meaning that employees have more flexibility now than ever.
- Second, 90% of Indian SMEs consider consolidation of communication, collaboration, and IT management and support tools as an essential initiative for the year, with 93% already in the process of completing or planning consolidation efforts.
- Third, Indian IT decision-makers report a significant increase in their IT workload, leading to an increase in involvement in the purchase process of products and tools.
- Fourth, 45% of Indian SMEs reported using IT Help Desk Systems every day, with 22% acknowledging their impact on employee productivity.
- Finally, expansion of the customer base is a top business priority, with 82% of Indian business leaders feeling there is a gap between customer engagement and experience platforms designed specifically for SMEs. Partners play a key role in decision-making: 44% of businesses globally choose a partner versus 27% going to the solution provider directly to find new business communication and IT support tools. The survey saw a 55% increase in the usage of partners in the past year.