In an era where intelligent automation is reshaping enterprise IT landscapes, CMS IT Services is acting as a key enabler of digital transformation. With a sharp focus on customer-centric innovation, CMS IT is helping organizations across industries modernize their operations through tailored automation solutions. In this exclusive interview with APAC Media and CXO Media, Kunal Bhatt, Head of Automation, CMS IT Services, shares insights into the company’s automation strategy, key verticals driving growth, successful project implementations, and the role of emerging technologies like agentic AI.
What are the key automation solutions offered by CMS IT Services currently? How do they address the diverse needs of enterprises?
At CMS IT Services, our approach to automation is deeply customer-centric. We don’t believe in a one-size-fits-all model; instead, we offer a comprehensive suite of automation solutions that are tailored to each client’s specific needs. Our core offerings include workplace automation, IT Process Automation (ITPA), service desk solutions, AI/ML-led IT Operations (AIOps), and robotic process automation (RPA). These tools are designed not just to optimize operations but also to reduce the Mean Time to Repair (MTTR), boost productivity, and improve the overall user experience.
What really sets us apart is our ability to customize these solutions for different industries. For instance, in the telecom sector, our automation tools significantly reduce resolution times for incidents and service requests. Meanwhile, in manufacturing, we help implement predictive maintenance systems that integrate with ITSM platforms, resulting in higher equipment uptime and proactive issue resolution. It’s all about making technology work smarter and more efficiently for our clients.
How does CMS IT help clients transition to intelligent automation? Can you share a couple of examples of successful automation projects implemented for a client?
Transitioning to intelligent automation is not just about implementing new technology—it’s about changing the way organizations think and work. At CMS, we take a collaborative and consultative approach. We start by working closely with our clients to identify and assess opportunities for automation, then co-design solutions with a focus on achieving clearly defined business outcomes. Importantly, we also place a strong emphasis on user adoption, because the best tools are only effective if people actually use them.
One great example of our success is with a leading software development company, where we automated their service request workflows. This resulted in a 70% reduction in turnaround time—an incredible boost in efficiency. In another case, we worked with a large manufacturing enterprise to deploy a predictive analytics-based self-healing system. This solution improved the overall health and efficiency of their assets by nearly 40%. These are just a couple of ways we’ve seen automation drive real, measurable business impact.
Which are the top 5 verticals in India where you witness maximum traction? What are their proportionate contributions to the CMS topline?
We’ve seen significant traction across a variety of verticals, but our top five in India are BFSI (Banking, Financial Services & Insurance), manufacturing, retail, energy & utilities, and healthcare. BFSI continues to be our most prominent vertical and contributes the largest share to our topline. This is followed by manufacturing and retail, which have both embraced automation in big ways to enhance operational agility and customer experience.
Energy and utilities is another fast-growing area, where automation is helping optimize resource management and improve service reliability. Healthcare, too, has seen a surge in demand for intelligent IT services, especially post-pandemic. Our ability to provide industry-specific solutions has been key in sustaining and growing our presence across these sectors.
What is the proportion between greenfield and brownfield projects for CMS? How are your business strategies aligned accordingly?
At the moment, around 80% of our engagements are in brownfield projects, where we enhance existing systems and operations using automation. The remaining 20% are greenfield, where we’re building new systems from the ground up. This balance reflects the broader trend we’re seeing in the market: many organizations already have legacy systems in place and are looking to modernize them without disrupting business continuity.
For brownfield projects, our strategy focuses on seamless integration with current infrastructure and a strong emphasis on change management to drive adoption. In greenfield scenarios, we have the flexibility to innovate with the latest technologies from the outset, which allows us to co-create futuristic IT environments with our clients. Both approaches are rooted in delivering tangible outcomes and long-term value.
What are the key pillars of your GTM strategy, and how are your initiatives planned in alignment with it?
Our Go-To-Market (GTM) strategy is structured around three foundational pillars: focused customer centricity, a robust partner ecosystem, and innovation-driven delivery. First and foremost, everything we do starts with the customer. We invest time in understanding their challenges, aspirations, and industry-specific needs, then tailor our solutions accordingly.
Second, we have cultivated a strong ecosystem of partners and alliances, which allows us to build comprehensive and scalable automation solutions. This collaboration is critical in meeting the evolving demands of today’s enterprises. Lastly, we place a continuous emphasis on innovation. Whether it’s through our outcome-based models, proof-of-concept initiatives, or industry-specific frameworks, we ensure that our offerings are always pushing the envelope. These pillars keep us grounded and focused as we help businesses accelerate their digital transformation journeys.
What are the biggest challenges faced by CMS IT Services in implementing automation on a scale? What measures do you take to ensure data security and compliance in automated systems?
Implementing automation at scale is never without its hurdles. One of the most common challenges we face is user resistance, especially in organizations where there’s a strong cultural inertia or fear of change. Another challenge lies in managing cross-functional governance, especially when automation spans multiple departments with different priorities and KPIs.
To overcome these challenges, we rely on a dedicated change management team that works closely with stakeholders throughout the automation journey. Our agile delivery model also helps ensure we remain flexible and responsive to evolving client needs.
When it comes to data security and compliance, we leave no room for compromise. Our automation frameworks are designed with security embedded from the start, including role-based access controls and adherence to industry regulations such as those mandated by the RBI, IRDAI, and other regulatory bodies. Trust and compliance are the bedrock of every solution we deploy.
How do you see the evolution of automation projects today, particularly with the growing integration of agentic AI?
We’re at a very exciting point in the evolution of automation. Agentic AI—where systems can make contextual decisions, learn from historical data, and improve continuously—is transforming the automation landscape. These systems aren’t just reactive anymore; they’re becoming increasingly proactive and intelligent.
At CMS IT Services, we’ve already started integrating agentic AI capabilities into our offerings. For example, we’re using conversational AI and autonomous agents in service desk environments to deliver real-time, personalized support. We’ve also implemented self-healing mechanisms within our ITSM and Active Directory automation platforms. These advancements are enabling a much more adaptive and seamless experience for users, and we believe this is only the beginning.
Going forward, how does CMS IT Services plan to further expand its automation offerings?
Looking ahead, our focus is on building a unified automation framework that brings together AI, analytics, and predictive intelligence into a seamless user experience. We’re working closely with both clients and technology partners to co-develop frameworks that are industry-specific and future-ready.
Key elements of our roadmap include the development of AI models tailored for individual industries, increased adoption of low-code/no-code platforms for rapid deployment, and the establishment of AI Centers of Excellence that will lead innovation from the front. Importantly, we are also deeply committed to building solutions that are sustainable and ethically grounded, ensuring that we grow responsibly while delivering value to our customers.
