Services as Software (SaS) strategy announced; in-house AI-native CRM named first proof point

The company announced its Services as Software (SaS) strategy — moving enterprises from traditional software to AI-native services.

Mon 5 Oct 2026

Target Win Probability Improvement

10% improvement in win probability

Countries of Presence

over 40 countries

Employee Count

close to 5,000 employees

Active Customers

400+ active customers

SaaS Utilization Study Cited

around one-third of the SaaS applications they license

AI-native Services as Software

The press release sets out the company's Services as Software (SaS) strategy. It says organisations can move beyond traditional enterprise software to AI-native services that deliver measurable business outcomes, simplify technology landscapes and significantly reduce software subscription costs. The approach is being applied across its focused industry verticals.

Three core principles

• Deliver tangible business results: technology investments should show measurable business outcomes, not just usage metrics or deployment milestones.
• Transform system of record to system of intelligence: connecting enterprise knowledge and delivering the right insight to the right person at the right time.
• Sell outcomes and reduce the cost of software: industry studies estimate enterprises actively use only around one-third of the SaaS applications they license, leaving significant investments underused and adding complexity.

First proof point, an in-house CRM

• An AI-native CRM platform has replaced the company's legacy CRM environment.
• It was designed and built at the Mastek AI Center of Excellence.
• It was deployed, stress-tested and refined using the company's Customer Zero approach, and supports all global sales and marketing teams in live production.
• The company aims to deliver a 10% improvement in its win probability using contextual data, moving the CRM from a system of records to a system of intelligence and execution.

What the management said

CEO Umang Nahata said the learning is that applying AI just to speed up old ways of working will only give a good use case; organisations must reimagine their processes and reskill talent, combine frontier models with the company's contextual data, and work with sales teams on the ground. CTIO Ritwik Batabyal said the company reimagined its data and built Mastek Hub, a centralised knowledge platform. MastekCRM combines customer case studies, project experience, proposal assets and business intelligence to enable AI-driven decision-making, helping sales teams prepare for meetings, improve forecasting, capture institutional knowledge and surface relevant recommendations in real time.

Extending the approach

An AI-native Intelligent Document Processing solution is being used to replace legacy SAP Procurement, Accounts Payable & Expense Management applications, focused on faster and simpler processes and tangible cost optimisation. The CEO added that the strategy is not about becoming a software product company, but representing a services-led model where deep domain expertise, AI, data and engineering converge.

Company profile as stated

• A global provider of enterprise AI, digital and cloud services.
• A presence in over 40 countries and a workforce of close to 5,000 employees.
• Partners include Oracle, Salesforce, Microsoft, AWS, Snowflake and Databricks.
• Serves sectors such as public sector, healthcare, retail, manufacturing, higher education and financial services.
• Empowers 400+ active customers.

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