The case study describes the digital transformation of Zensar Technologies Ltd. under CEO Sandeep Kishore.

Zensar was a mid-tier IT services company based in Pune, India; profitable and successful but without any obvious differentiating features and with relatively weak growth. On his arrival in 2016, Kishore made a series of important strategic shifts, first of all narrowing the company’s focus to three country markets and three industry segments, then pushing growth in higher-value-added digital services.

The case ends in 2020 with the transformation process still incomplete. Good progress has been made, but there is still a gap between the new positioning and Kishore’s strategic intent on the one hand, and the reality of Zensar’s performance on the other. Students are asked to assess how successful Kishore has been and what he should do next.