The greatest revolution of the modern era has been that by advancing our technology, we humans have enabled machines to be as intelligent–or even more in some cases–as us. “The heartbeat of this revolution lies in data,” believes Som Pal Chauhan, the Vice President of Business Transformation and Chief of Staff at iEnergizer BPO, a firm established in 2000.
Som’s fascinating journey into the BPO industry began during its formative years in India—an era where every day brought change, uncertainty, and excitement. Back then, there were no clear playbooks—just passion, curiosity, and an evolving industry that was reinventing itself by the minute.
Embracing Change as the Motivator
He started humbly, working with telecom clients and learning the ropes on the floor. One of his earliest memories is sitting late into the night with a small team, trying to manually compile call disposition reports using spreadsheets because real-time dashboards didn’t exist. “That chaos taught me something invaluable—the power and potential of data,” adds Som.
That realization is what steered him toward Business Intelligence. He began to see data not just as numbers but as the heartbeat of business decisions. He found himself asking deeper questions—Why does this process exist? What’s driving customer behavior? “How do we translate insights into action?” It was less about reports and more about understanding the “why” behind the “what.”
Over the years, Som’s passion for a data-driven approach only grew. “I’ve had the privilege of being part of the success journeys of several BPO organizations, but the past 10+ years at iEnergizer have been especially rewarding.” Working closely with its Operations and Transformation teams, Som has supported diverse clients across North America and India, helping shape solutions that are not only efficient but intelligent.
Sharing his ticking point, Som adds, “For me, the excitement lies in the intersection of technology, data, and human experience. That’s what keeps me inspired, even today.”
Intelligently Solving Industry Problems
Further sharing the factor behind iEnergizer’s emergence as one of India’s leading transformational BPOs, Som says that it is their guiding philosophy that has always been simple yet powerful—stay curious, stay committed, and stay close to the problem.
Transformation isn’t just about deploying the latest technology or streamlining a process, he adds. “It’s about deeply understanding our clients’ pain points, immersing ourselves in their business challenges, and designing solutions that are both scalable and sustainable. We don’t just chase efficiency—we pursue intelligence.”
What truly sets them apart is the way they blend data, domain expertise, and human insight to drive value, says Som. “Our teams—across functions—work in lockstep, constantly questioning the status quo and experimenting with new approaches while always keeping the end customer in mind.”
The Transformational Mindset
Personally, he believes transformation is not a destination—it’s a mindset. “At iEnergizer, we’ve built a culture where people are empowered to challenge assumptions, where feedback is welcomed, and where outcomes matter more than titles.” That’s what has helped them stay ahead, grow stronger with every challenge, and build lasting partnerships with clients across industries and geographies.
“The journey has been exciting, and we’re just getting started,” he smiles.
In a continually evolving BPO landscape, Som says they remain ahead by being distinctive. “Our strength lies in our ability to adapt quickly, think long-term, and execute with precision. What sets us apart is our deep integration of data-driven intelligence with operational strategy—we don’t just optimize processes; we reimagine them.”
Their USP is a blend of three things: a strong culture of ownership, cross-functional collaboration, and a sharp focus on outcomes. They work closely with clients to solve real-world problems—using automation, analytics, and human expertise—while always staying aligned with their business goals.
With over a decade of experience serving diverse industries, Som says they’ve built a reputation for being reliable, innovative, and deeply committed to transformation. “Our teams don’t just deliver solutions; they deliver impact—and that’s why we’re recognized as a trusted partner in driving business evolution at scale.”
A Far-Sighted Leader
This visionary leadership style of Som’s is widely recognized as a driving force behind iEnergizer’s achievements. Highlighting his approach, he says that for him, leadership is less about directing and more about enabling. He believes in creating a space where people feel heard, valued, and empowered to take ownership. His approach has always been to lead by example—stay curious, stay accountable, and never stop learning. He invests time in building teams that are diverse in thought but united in purpose. Collaboration, trust, and clarity in goals are key. When people feel connected to the “why,” they bring their best to the table—and that’s where real transformation begins, he adds.
The essence of future transformation lies in innovation, disruptions, and enhancing the end-user experience. Thus, Som says they see striking a balance between operational efficiency and customer satisfaction as imperative. “Both of these elements are not competing priorities, but we see them as complementary forces. True transformation happens when we optimize internal processes without losing sight of the human element. Our approach combines intelligent automation and data-driven decision-making with a strong focus on the end-user journey.”
“Constantly listen—to our clients, to their customers, and to our frontline teams. This feedback loop helps us identify areas where innovation can simplify operations and elevate customer experience. Our teams are trained to think from the customer’s perspective while ensuring we meet SLAs and business metrics.”
Thus, by aligning their processes with customer intent and business outcomes, Som and his team deliver value at both ends—maximizing efficiency without compromising empathy. That’s the balance they strive for every day.
A Tech-Smart Approach
Som believes digitalization and technological advancements are crucial aspects of the modern industrial ecosystem. According to him, digitalization isn’t just a support function—it’s embedded into the core of how they operate, solve problems, and deliver value. They believe in leveraging technology not for the sake of it but to create smarter, faster, and more responsive solutions for their clients.
From AI-driven analytics to intelligent automation and cloud-based workflows, they’ve re-engineered their processes to be more agile and insight-driven. “Our focus is on building scalable digital frameworks that enhance both operational excellence and customer experience.”
They also invest heavily in upskilling their teams to stay future-ready—because true transformation is as much about people as it is about platforms. By aligning technology with purpose, they aim to contribute meaningfully to a technovative future—one where innovation is practical, inclusive, and impactful, states Som.
Constant Team Empowerment
Furthermore, Som says that at iEnergizer, they firmly believe that when their people grow, the organization grows with them. Their approach to talent is rooted in continuous learning, real-time feedback, and meaningful opportunities for advancement. They’ve built structured programs for upskilling and cross-functional exposure through our internal learning ecosystem, SEED (School for Employee Education & Development).
“We don’t just train for roles—we invest in careers.” Employees are encouraged to explore their strengths, take ownership of their development, and move up through well-defined internal career paths. Leaders are expected to mentor, coach, and create space for ideas from all levels.
“Empowerment, for us, means creating a workplace where people feel trusted, heard, and equipped to make decisions.” That culture of respect and recognition drives performance—and more importantly, builds loyalty and purpose.
Rising Above A Crisis
As a leader in India’s industrial sector, iEnergizer has faced its share of challenges. Som recalls that one memorable challenge came during the early phase of the COVID-19 pandemic. Overnight, they had to transition thousands of employees to a remote work model—something unprecedented in their industry at that scale. Infrastructure gaps, client dependencies, and employee safety were all pressing concerns.
“But what stood out was the agility and resolve of our teams.” Cross-functional units came together, working 24/7 to ensure business continuity—setting up secure remote access, mobilizing hardware, and maintaining client SLAs without disruption.
Even more inspiring was how their people adapted—supporting each other, staying engaged, and continuing to deliver results from their homes. It was a true test of their culture and capability, and it reinforced that resilience isn’t just about bouncing back—it’s about moving forward stronger together.
A Pragmatic Advice
Businesses are a way for the Indian industry to pace up its economic potential and capacity. Thus, for anyone stepping into the startup space, Som’s advice is simple: solve real problems, stay grounded, and stay patient. Ideas are everywhere, but the ability to execute consistently, especially when things don’t go as planned, is what sets successful entrepreneurs apart.
Don’t chase trends—focus on creating value. Understand your market deeply, listen to your customers relentlessly and build a team that believes in the vision as much as you do.
Also, embrace data early. It’s your best guide in making decisions that are timely, efficient, and impactful. And lastly, don’t fear failure—it’s part of the journey. What matters is how you learn from it, evolve, and keep moving forward.
India’s economic future is bright, and startups will play a key role in shaping it. Be bold, be resilient, and stay true to your purpose.
Being a Catalyst for Smart Business Transformation
Finally, Som says that at iEnergizer, their vision is to be a catalyst for intelligent transformation—where technology, data, and human capability converge to solve complex business challenges. “As we look ahead, we aspire to evolve from being a trusted partner in operations to becoming a strategic enabler of digital-first, insight-driven outcomes for our clients across the globe.”
India’s future will be shaped by agility, innovation, and inclusive growth—and they see themselves contributing meaningfully to that vision. Their focus is to expand their capabilities in advanced analytics, AI-driven automation, and industry-specific transformation models while also nurturing the next generation of talent through learning, reskilling, and leadership development.
“We’ll continue to invest in people, platforms, and processes that foster innovation at scale—while staying grounded in our core values of trust, empathy, and accountability.” The goal is not just to stay relevant but to lead responsibly—helping businesses grow, communities thrive, and India emerge as a global powerhouse of intelligent enterprise solutions.
“It’s a journey of constant evolution, and we’re committed to staying ahead—together,” concludes Som.
For further assistance, please call at 0120-6688000, email Bhupender.mehta@ienergizer.com, or check out the website www.ienergizer.com.