Strategic Initiative Overview

Mastek announced a major milestone in its Services as Software (SaS) strategy, redefining how enterprises achieve intelligent transformation. The company is combining deep domain expertise, AI, data, and engineering to enable organizations to move beyond traditional enterprise software toward AI-native services that deliver measurable business outcomes.

Core Principles of Services as Software Strategy

  • Deliver Tangible Business Results: Technology investments should deliver measurable business outcomes, not just usage metrics or deployment milestones
  • Transform System of Record to System of Intelligence: Connecting enterprise knowledge to deliver the right insight to the right person at the right time
  • Sell Outcomes and Reduce the Cost of Software: Addressing the industry problem where enterprises actively use only around one-third of the SaaS applications they license, leaving significant investments underused

Implementation and Proof Points

Mastek developed an AI-native CRM solution that has replaced its legacy CRM environment. The solution was designed and built at the Mastek AI Center of Excellence and deployed using the company's Customer Zero approach, supporting all global sales and marketing teams in live production.

Business Impact Metrics

The internal deployment validated the platform's scalability, usability, and business impact. Mastek aims to deliver a 10% improvement in its win probability using contextual data to transform the CRM from a system of records to a system of intelligence and execution.

Additional Solutions

Mastek has developed an AI-native Intelligent Document Processing solution which is being used to replace its legacy SAP Procurement, Accounts Payable & Expense Management applications. These new solutions are focused on delivering faster and simpler processes and tangible cost optimization.

Management Commentary

Umang Nahata, CEO of Mastek, stated: "Our learning is that applying AI to just speed up old ways of working will only give a good use case for AI to deliver a tangible business benefit. Organizations must reimagine their processes and reskill their talent. We had to also ensure that frontier models are combined with contextual data of Mastek to generate Mastek-specific intelligence."

Ritwik Batabyal, CTIO at Mastek, explained: "We reimagined our data and built Mastek Hub, the company's centralized knowledge platform. MastekCRM combines customer case studies, project experience, proposal assets, and business intelligence to enable AI-driven decision-making. The platform helps sales teams prepare for client meetings, improve forecasting, automatically capture institutional knowledge, and surface relevant recommendations in real time."

Strategic Positioning

Umang Nahata clarified: "Mastek's strategy is not about becoming a software product company. Instead, we are representing a new services-led model where deep domain expertise, AI, data, and engineering converge to deliver continuously evolving business capabilities."

Company Background

Mastek is a global provider of enterprise AI, digital, and cloud services with presence in over 40 countries and a skilled workforce of close to 5,000 employees. The company serves key sectors including Public Sector, Healthcare, Retail, Manufacturing, Higher Education, and Financial Services, with 400+ active customers.