Former Aegis chief Sandip Sen takes over as LitmusWorld head

Economic Times

Former Aegis (NSE -0.98 %) BPO chief executive Sandip Sen has taken over as the head of LitmusWorld, a loyalty startup, and is looking at expanding its offerings to include consulting and customer service solutions, a return to his old stomping ground. The startup has built an enterprise software-as-a-service (SaaS) platform that has 70 customers so far, including Asian Paints, Axis Bank (NSE 1.38 %), Bata, Bajaj, Bose, and Brooks Brothers. As the company begins to augment its offerings to include some aspects of customer service and actionable intelligence, it plans to go to its existing as well as new clients with its new services.

“Our target is to have a run rate (annualised revenue) of Rs 100 crore by January 2020. This will give us critical size, global clients and transformational use cases. Typically, companies on a SaaS platform are valued at 10 times revenue; we could have a very decent valuation,” Sen told ET in an interview. He added that he has already begun talking to a slew of CEOs for LitmusWorld’s new offerings and was seeing interest.

The company is planning to double its headcount and reach 250 employees by the end of the fiscal year. LitmusWorld has a part investment from the Ruia family, who also owned Aegis. Earlier this year, Aegis was merged with US-listed BPO Startek. In its consulting services, LitmusWorld can offer solutions to help consumer companies grow their samestore sales, in addition to digitising their customer service.

“In the improved features, I can go to a retailer and say, based on the data we have and the customer experiences scores, we can generate realtime net promoter score on a per-store, per-manager basis. With our action module we can solve customer issues and reinforce and increase client NPS. And with our improved module, we can help you increase same-store sales. The client can then pay us partly on the outcome we generate,” Sen said.