Why Indian Software Vendors score low on keeping Promises

Do Indian IT Vendors Lie to their Customers?

Well if you think about it. “Lying” would be a rather strong word. 

However, there is a common mistake that most Indian IT Vendors do commit. Most vendors end up over-committing during the customer acquisition phase and fail to deliver on their promises at the time of implementation. In short, these companies “Over-Promise and Under-Deliver”. This leads to dis-satisfied customers and to the loss of future/repeat business. Considering the fact that most Indian IT Companies get more than 90% of their revenues through repeat business (Wipro 98%, TCS 95%, Infosys 97%) these companies should make sure that they promise only what they can actually deliver.

    
So why does this happen and what can IT companies do about it? 

The primary cause of such failures is poor communication between the sales and implementation teams. The Business Development Teams over-commit during sales interactions without adequate consultation with the Implementation Teams. To avoid such issues Sales Executives should ensure they get approvals from implementation experts before making any commitments to prospective customers. It would also be a good idea to groom professionals with a blend of IT Sales and Implementation experience and have them interface between Sales and Implementation Teams to ensure better coordination and flow of information.