Tejas is an innovative and forward-thinking technical leader with over 25 years of experience in developing and managing industry-leading SaaS and custom enterprise software applications. He combines leadership, strategic insight, engineering expertise, business acumen, and strong team-building skills to drive impactful results. Known for leading high-performing, diverse teams, Tejas excels in enhancing customer experiences through cutting-edge solutions. As a respected CRM industry expert, he brings deep knowledge across sales, marketing, customer support, and customer success.
Over his career, Tejas has held senior roles at prestigious companies like Rolta, Tata Consultancy Services (TCS), Symantec, and Intuitive. His ability to integrate advanced technologies to address complex business challenges has been a hallmark of his success. Currently, he leads customer support experience transformation efforts at Intuitive, a pioneer in robotic-assisted surgeries within the medical device industry.
Tejas holds a degree in Mechanical Engineering from the esteemed College of Engineering and Technology in India, supported by the former president of India, Pratibhatai Patil. He began his career in the automotive industry as a shop floor engineer but soon found his passion for computer technology. This led him to join Rolta, where he managed the digitization of satellite images for electric and gas networks across the United States, marking his early work in Geographic Information Systems (GIS).
In 2005, Tejas joined Tata Consultancy Services, where he played a crucial role in transforming Cisco Systems’ CRM landscape by successfully migrating from Siebel to Salesforce.com. As Business Relationship Manager with Tata Consultancy, he expanded his team from 10 to 75 technology consultants, generating over $6 million in revenue for Tata.
Tejas later joined Symantec as Senior Manager, where he oversaw IT applications supporting customer service operations, including Salesforce.com CRM, chatbots, knowledge bases, and customer communities. Over his six-year tenure, he led several successful business transformation initiatives.
Since 2019, Tejas has been leading business applications at Intuitive, driving several key initiatives, including “Quantify the Impact,” which demonstrated the economic and operational advantages of robotic surgery over traditional methods. He also played a pivotal role in integrating these applications with award-winning mobile platforms used by surgeons
Innovative Next Generation Service implementation
As a top technology expert, Tejas has consistently transformed the customer service experience through various innovative digital transformation programs. One of his key achievements was implementing a self-service customer portal integrated with AI chatbot technology. He also harnessed IoT technology to connect customer devices and software with Salesforce.com, enabling the automated creation of issues and support tickets without human intervention, and providing alerts for automated fixes.
Tejas collaborated closely with business partners to conduct Value Stream Mapping, identifying inefficiencies, and delivering a unified global support process. This initiative streamlined disparate processes into a cohesive global framework. He also led the implementation of the Next Generation Service Console, which included:
- Mission Control: A centralized view of customer information and sources.
- Real-Time Notifications: Leveraging streaming APIs for key activity alerts.
- Extensible Design & Architecture: Transitioned from legacy systems to a lightning component-based, microservices architecture to support evolving business needs.
- Personalization: Features like “My Case Preferences” and “My Mission Control” allowed agents to manage their case backlogs more effectively.
- Enhanced Collaboration: Tools like Publisher Actions, Case Feed, and a chronological listing of case activities streamlined communication and action tracking.
This transformation resulted in over $1.5 million in productivity savings from deflected phone cases, a reduction in first response time from 134 minutes to 30 minutes, and a significant decrease in the average case age from 8.34 days to just 2 days.
For his efforts, Tejas received the Salesforce.com Transformational Service Surfboard Award at the Dreamforce conference, recognizing his contribution to business transformation. He also earned the Technology Services Industry Association (TSIA) certification for “Rated Outstanding, Global Assisted & Self-Service Support,” as well as the Dotcom Award and the ASP Top Ten Website Award.
You can read more about his recognition here:
Symantec Wins TSIA’s Coveted “Rated Outstanding” Certification
Future Vision of integrating AI technologies in business applications
With the rapid rise of Artificial Intelligence (AI) across industries, Tejas believes that embedding AI and Machine Learning (ML) technologies into business applications will revolutionize complex processes, boost employee productivity, and enhance the overall customer experience. These innovations will also play a crucial role in optimizing business technology investments by reducing costs and increasing efficiency.
Tejas’ current goal is to continue driving patient experience improvements by leveraging cutting-edge technologies like AI and ML in the healthcare and medical device robotics sectors. His vision is to create transformative solutions that can significantly impact patient outcomes and operational efficiencies.
Looking ahead to the next 10 years, Tejas envisions himself as a technology entrepreneur, applying his diverse industry experience and his versatile blend of leadership, strategy, engineering expertise, business acumen, and team-building skills to solve complex business challenges in the medical and healthcare industries. Through continuous innovation and strategic leadership, he aims to shape the future of healthcare technology.
Giving back to the society by contributing to non-profit organizations
Tejas hails from a small town in India with limited exposure and resources, yet he has emerged as a true leader, inspiring many young people in his community. He has taken great pride in mentoring and guiding college graduates and students, helping them pursue the right paths in their careers.
Tejas is also dedicated to giving back to society. He has provided training and support to numerous underprivileged children and young adults, empowering them to build brighter futures. He actively contributes his time and expertise to non-profit organizations like BAPS, where he remains committed to making a positive impact on the lives of others.
Believe in continuous learning to innovate and keep appraise with technology trends.
Tejas is a firm believer in continuous learning. He dedicates 8 to 10 hours each week to stay updated on the latest technology trends, ensuring he remains at the forefront of innovation. He consistently takes on self-initiated challenges and projects that drive growth within his organization. His forward-thinking approach has also introduced best practices, such as incorporating innovation sprints into every project.
His goal is to continue evolving as a technology leader while inspiring others to push boundaries and embrace innovation.
