#saas technology

DevOps Testing Services -

Today’s digital user expects a high-performing, consistent, and continually enhanced user experience from a given application, while one single issue that's introduced into a production environment has the potential to create system downtime, security vulnerabilities, as well as a loss of customer trust, which is where the role of “DevOps Testing” becomes crucial in detecting bugs early in the process, thus preventing them from getting into the end user’s hands.

Understanding DevOps Testing -

The heart of DevOps Testing is integrating testing activities throughout the DevOps Pipeline. Rather than being regarded as the last stage before deployment, testing becomes a continuous activity, undertaken in collaboration with all parts of the DevOps pipeline: developers, testers, and operations.

The intent of this type of collaboration is to ensure that product quality is integrated into the development process rather than inspected at the end of the development cycle. Traditional test cycles occur after the project is complete, resulting in costly repairs or bug fixes. Conversely, DevOps Testing promotes the practice of 'catching errors early', obtaining rapid feedback on the test results, and consistently improving Quality Assurance through a process of Continuous Improvement.

Continuous Integration and Early Bug Detection -

One of the primary methods to ensure bug detection is the implementation of 'Continuous Integration' (CI). When the developers update the application via the 'commit' function, the application is built immediately.

With DevOps Testing, these automated tests run consistently across the board, ensuring that even minor code changes are handled properly. If any test were to fail during this process, the entire team would be notified immediately, making it easy to identify what went wrong while the changes were fresh in the developer's mind.

Test Automation Across the Pipeline -

Automation is the backbone of effective DevOps Testing. Automated unit, integration, API, and regression tests run at different stages of the pipeline, providing fast and reliable feedback. This reduces the dependency on manual testing and minimizes human error.

By using DevOps Testing automation tools, teams can execute thousands of test cases in a short time. Bugs related to performance, functionality, and security are identified early, preventing them from moving downstream into production environments.

Shift-Left Testing for Faster Feedback -

A major principle behind DevOps Testing is “shift-left” testing. This means testing activities are moved earlier in the development lifecycle, starting at the design and coding stages. Developers write unit tests alongside their code, ensuring that defects are addressed before they grow into complex issues.

With DevOps Testing, feedback loops become shorter and more effective. Instead of discovering defects weeks later, teams receive insights almost instantly, allowing faster fixes and better overall code quality.

Continuous Monitoring and Feedback Loops -

Bug detection does not end with this process. This task is followed in the DevOps Testing process by continuously monitoring the application using log data, application metrics, and user behaviour data generated by the application.

These insights can, in turn, feed back into the pipeline, helping to improve the tests and prevent the same bug from appearing again in the next version.

Collaboration and Shared Responsibility -

Another way DevOps Testing prevents bugs is by fostering collaboration. No longer is quality solely the testers' responsibility, as developers, QA engineers, and the operations team will all work together on quality. Shared ownership ensures better communication, clearer requirements, and a lower chance of misunderstandings, which, as mentioned previously, are very common causes of defects.

In turn, when teams apply DevOps Testing practices, their goals start to align with delivering reliable software rather than just delivering features at extreme velocity.

Key Benefits of Catching Bugs Early -

Implementing DevOps Testing offers several advantages:

Reduced the cost of bug fixes due to early detection

Faster release cycles with higher confidence

Improved application stability and performance

Enhanced customer satisfaction and trust

These benefits highlight why DevOps Testing is essential for modern, agile software development teams.

By 2026, customer experience is not a support mechanism anymore, it is a source of revenue. As per recent reports in the industry, 82% of B2B buyers indicate that service experience has a direct impact on renewal decisions, and that organizations with high levels of service automation record a cost 27 % lower in operations and case resolution processes 35% faster.

The question of whether to or not to implement ServiceNow Customer Service Management is not the real issue to enterprises that have invested in it hence the need to get the most ROI out of the product.

This paper describes the measures actually worth, how to measure them and how companies can use ServiceNow Customer Service Management as a growth engine, not merely a ticketing service.

Why ROI Matters in 2026

Budgets of digital transformation are being questioned. CFOs and CX leaders require value delivery. An effective Customer Service Management implemented solution by ServiceNow can provide:

Reduced case handling time

Higher agent productivity

Greater retention of customers.

Costs of service delivery are reduced.

Increased interdepartmental cooperation.

Nevertheless, ROI will not be realized without organizations following the appropriate performance measures.

ServiceNow CSM Key Metrics to maximize ROI.

1. First Call Resolution (FCR).

Why it matters:

In 2026, organizations that have capable omnichannel systems have an average FCR rate of 74% on average as compared to the 58 percent of the traditional systems.

How ServiceNow Helps:

ServiceNow Customer Service Management will allow the agents to resolve problems without reescalating them with the help of AI-based routing and contextual case visibility.

ROI Impact:

Lower operational cost

Increased customer satisfaction.

Decreased repetitive interactions.

2. Average Resolution Time (ART)

The customers demand immediate services. It has been found out that 68 percent of B2B customers want their problems solved within 24 hours.

ServiceNow Customer Service Management decreases the number of resolution times by up to 30 % in large companies through workflow automation and the removal of manual handoffs.

ROI Impact:

Faster ticket closures

Reduced backlog

Improved SLA compliance

3. Self-service Case Volume Reduction.

Firms that deploy self-service portals based on artificial intelligence experience a decrease in the volume of tickets by 25-40% in 2026.

ServiceNow Customer Service Management provides customers with the ability to resolve common problems without the need of human assistance by providing knowledge bases, communities, and virtual agents.

ROI Impact:

Reduced cost per ticket

24/7 availability

Greater empowerment of customers.

4. Customer Satisfaction (CSAT) Net Promoter Score (NPS).

The average CSAT score and improvement in NPS of the high-performing service organizations reflects 88% CSAT and 20–25% NPS improvement; post-digital service transformation.

ServiceNow Customer Service Management has a direct positive impact on the perception of the customers by providing them with omnichannel support and individual case management.

ROI Impact:

Higher renewals

Reduced churn

More upsell possibilities.

5. SLA Compliance Rate

The service level agreements directly influence the brand trust. Organizations that have contemporary CSM platforms exhibit SLA compliance levels more than 92 years old, versus 76 years old in old platforms.

ServiceNow Customer Service Management can track and automate management of SLA and in the process achieve transparency and accountability.

Advanced ROI Drivers in 2026

Anticipatory & Foreseeable Service.

Issues are proactively solved and this minimises churn. Organizations that have used predictive analytics in the Customer Service Management of ServiceNow have reported:

18% reduction in escalations

15% growth in renewal of contracts.

22 % quicker field service scheduling.

This reactive to proactive service transformation has economic effect.

Front, Middle and Back Office Integration.

Ineffective systems are disconnected. ServiceNow Customer Service Management eradicates data silos when it is combined with CRM, ERP, and knowledge systems.

Companies that are fully integrated ecosystems report:

29 % accelerated in-house cooperation.

31% reduction in cross-team resolution time.

Integration leads to productivity - and productivity leads to ROI.

ServiceNow CSM ROI Calculation.

ROI Maximizing Best Practices.

1. Specify KPIs that are measurable.

2. Correlate business objectives and service measures.

3. Invest in agent training

4. Continuous process optimization.

5. Take advantage of analytics dashboard.

6. Monitor adoption rates

Companies, which position ServiceNow Customer Service Management as a strategic change initiative, rather than a technology implementation, receive much greater returns.

Why Investment Future-Proofing Matters.

The expectations of the customers keep changing. With the help of AI, automation, and predictive intelligence in ServiceNow Customer Service Management, enterprises become competitive.

Scalability, compliance, data security and continuous improvement should be kept as the center of focus areas in order to ensure the ROI persists even after the initial deployment.

To gain the maximum ROI of ServiceNow CSM implementation, it is necessary to do more than just roll out technology but to monitor the appropriate metrics to track them, align it with the business purpose, and make service delivery a continuous process.

ServiceNow Customer Service Management is an influential platform that can convert customer service into a revenue-handling operation due to significant improvements in FCR, resolution time, cost per case, SLA compliance, CSAT and productivity.

Suma Soft, Accenture, Cognizant and Infosys are the key implementation partners in this sphere who help enterprises to realize quantifiable business value out of investments in their CSM.

It is the organizations which concentrate on metrics which may matter presently that will be in the forefront in customer experience innovation in 2026 and later.

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I am, by degree, a historian - and by discipline, an ethicist.

My work has always circled the same question:

What happens when systems built for care forget why they were built?

When I began looking at the U.S. funeral industry, I wasn’t just studying death -

I was studying how we handle the traces of life once they no longer fit into our daily systems.

The deeper I looked, the clearer it became:

many of the processes designed to bring order and compassion have slowly become administrative rituals, where efficiency replaces empathy and compliance replaces conscience.

So I decided to build something different.

A platform where ethics and compliance aren’t afterthoughts, but foundations.

Where documentation serves memory, not metrics.

Where the systems that handle death can reflect the values of the living.

That is what Pantheon Platforms and Charon’s Intern stand for —

the belief that technology and ethics can coexist,

that even in the most regulated industries, there’s still room for humanity,

India's SaaS ecosystem is evolving fast, and AI is now at its core. From customer service to HR to sales, AI-enabled software is automating tasks that once needed full teams.

Ultimez Technology has developed a modular AI product for digital teams—helping clients monitor, analyze, and optimize customer engagement.

Freshworks, headquartered in Chennai, is now globally known for its AI-powered customer support tools. Likewise, Zuper, a SaaS player from Bangalore, uses AI for field workforce optimization.

"SaaS + AI is the new startup formula in India" 

(i only decorate a cake like once every few years lol don't come for me)

She started in customer support, and sure enough was skilled and talented enough in apprenticeships with a higher up team in a different department that she was happily brought onto the team.

She ran events, improved entire workflows that saved the company thousands of dollars, delivered tasks on time and of high quality, and was highly praised by leaders of other teams and from those above her boss. She kicked ass and took names.

On that team, she spent two years experiencing bullying and discrimination for having ADHD. Yes, arguably the most common ND condition out there just about. She had to take 2 months off for mental health leave to get her ADHD diagnosis to defend herself from all the corporate bullying. She documented her boss literally making things up and her coworker refusing to communicate with her and then blaming her for things not being done how she wanted. They actively ignored all the times she went above and beyond expectations and all the times she did receive praise from other teams. I watched two corporate goons crush the confidence my sister had finally closed together for herself.

The CEO of Intuit called her and 1800 other employees that were laid off "low performers" in a public statement. A convenient 10% of Mailchimp was completely laid off. We knew this was coming because over the past year or so, Intuit has been forcing managers to label a specific percentage of people as "Does Not Meet Expectations" on year end reviews to justify letting people go, no matter how much they actually did meet expectations.

I look in the Intuit Mailchimp tags and only see one post about them Union busting. The only posts are just geared towards companies comparing and contrasting products and marketing strategies. Reddit isn't much better because the only sub on there is the official one modded by MC themselves. This isn't the biggest fire rn by any means but it's once again proof that the people behind these corporations are as soulless and evil as the corporations themselves. No matter how much good you do they will never appreciate you.

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In the world of B2B sales, success often hinges on the ability to navigate and overcome various obstacles that can hinder your progress. From fierce competition to decision-making delays, these challenges can test even the most seasoned sales professionals. However, armed with the right strategies and a proactive mindset, you can overcome these hurdles and achieve your sales targets. In this article, we will explore five common B2B sales obstacles and provide actionable tips on how to overcome them.

1. Identifying the Decision Maker

First challenge in B2B sales is identifying the right decision maker within a company. With multiple stakeholders involved in the buying process, it's essential to pinpoint the person with the authority to make purchasing decisions.

 To overcome this obstacle, invest time in research and utilize networking tools to uncover key contacts. Building relationships with gatekeepers and influencers can also help you gain access to decision makers. Additionally, creating compelling content and presentations that resonate with various stakeholders can facilitate buy-in from the entire team.

2. Long sales cycles

One of the biggest challenges in B2B sales is the long sales cycle. It can take months or even years to close a deal with enterprise customer. This can be frustrating for salespeople, who may feel like they are not making any progress. To reduce your sales cycle period, try implementing a sales automation solution for your business, such as MiCLIENT.

3. Handling Price Objections

Price objections are a common obstacle faced by B2B sales professionals. When prospects express concerns about pricing, it's crucial to focus on the value and return on investment your product or service offers. Highlight the long-term benefits, cost savings, and potential revenue growth that your solution can deliver.

Utilize case studies and success stories to demonstrate the value you've provided to similar clients. Additionally, offer flexible pricing options or discounts when feasible, ensuring that you address any financial concerns your prospects may have.

4. Dealing with Competition

Competition is a constant reality in the B2B sales landscape. To stand out from the crowd, differentiate yourself by showcasing your unique selling points and competitive advantages. Thoroughly understand your competitors' offerings and articulate why your solution is superior.

Tailor your sales pitch to address your prospects' pain points directly and emphasize how your product or service can solve their specific challenges more effectively. Building strong relationships with your existing customers and leveraging their testimonials can also provide a powerful endorsement of your solution's superiority.

5. Overcoming Decision-Making Delays

B2B sales cycles can be long, often marked by decision-making delays. To minimize these delays, establish clear timelines and expectations with your prospects early on in the sales process. Ensure that you have a deep understanding of their decision-making processes, identify potential roadblocks, and proactively address them.

Regularly follow up with your prospects and provide additional information or resources as needed. By maintaining consistent communication and demonstrating your commitment to their success, you can reduce decision-making delays and keep the sales process moving forward.

6. Building Trust and Relationships

Building strong relationships with your prospects and clients requires consistent communication, active listening, and genuine empathy. Take the time to understand their unique needs and tailor your solutions accordingly.

Offer valuable insights and thought leadership through personalized content and engaging interactions. Investing in long-term relationships rather than focusing solely on immediate sales can help you earn trust, enhance customer loyalty, and pave the way for future business opportunities.

Key Takeaways