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BUSINESS SEGMENT REVIEW | 5 minutes read

Product & Digital Engineering Services (PDES)

Happiest Minds strengthened its Product and Digital Engineering Services (PDES) business by deepening domain capabilities, expanding global reach, and sharpening its focus on industryled digital solutions. The business continued to support enterprises in building scalable products, modern platforms, and technology-led business models. Its emphasis on innovation, integration, and outcome-led execution helped deliver key milestones during the year.

Ashok Soota

A Trusted Digital Partner

PDES continued to serve as a trusted digital transformation partner for enterprises across industries. Its deep capabilities across digital, data, and AI-enabled clients to accelerate modernization and build future-ready products and platforms. This impact was reflected in a video testimonial from Coca-Cola United, highlighting the value delivered through Happiest Minds’ digital, data, and AI solutions.

Customer-Centric Delivery

The business continued to strengthen customer relationships through close engagement, agile delivery, and outcome-focused execution. It remained aligned with client priorities across the six key industries, helping enterprises address evolving technology needs, improve speed-to-market, and create measurable business value through digital engineering-led solutions

Industry Recognition

PDES continued to earn recognition for its digital engineering capabilities, technology depth, and innovation-led delivery.

  • Recognized as a ‘Star Performer and Major Contender’ in the latest Everest study for Software Product Engineering Services
  • Named a Star Performer in Everest’s Retail Services PEAK Matrix
  • Recognized as a Rising Star in Technology, Transformation and Consulting Services for Manufacturing Industry Services and Solutions by ISG
  • Received several industry and technology recognitions that reinforce the Company’s position as a leading digital engineering partner across core segments

Our Vertical Focused Offerings

We offer a diverse range of tailored services designed to meet the specific requirements of the following industries:

Banking, Financial Services & Insurance

Happiest Minds partners with leading banks, insurers, reinsurers and intermediaries to embed intelligence across their enterprise systems. Through platform-led engineering and AI-driven transformation, the Company helps modernize core banking, lending, intelligent claims and policy administration. Its capabilities across digital engineering, data visualization, proprietary platforms and GenAI enable clients to improve efficiency, strengthen resilience, enhance customer experience and digitize with confidence while balancing compliance, risk and return optimization.

OFFERINGS

Solutions harness AI-driven analytics, automation frameworks and GenAI capabilities to deliver:

  • Digital onboarding & automated KYC/AML
  • Cybersecurity & advanced Security Operations Centers (SOC)
  • Lending & real-time payments
  • Fraud detection & risk management
  • Straight-through underwriting & claims processing
  • Embedded insurance models
  • Gen AI–powered fraud detection
  • Automated claims & investigation management
  • Efficiency across customer service, policy administration, renewals, endorsements, and commission management

CASE STUDY

Strategic Partner for Automating Service Desk Request Resolution for a US-based Insurance Claims Management Firm

Business Challenge

The client sought to improve employee experience by enhancing IT helpdesk interactions and automating manual tasks. It is also aimed at strengthening customer experience through better website interactions and faster service desk response times.

Solution Provided

  • Employee Service Desk: Enabled self-service conversational interfaces through helpdesk automation, supported by an AI-based virtual assistant bot with NLP and a self-learning engine
  • Customer Service Desk: Integrated a website bot for claim status inquiries and other services, with data routed to the cloud or in-house servers based on legal requirements

Impact

35%

Reduced agent workload

40%

Service request handling efficiency boosted

35%

Increment in customer satisfaction (CSAT)

Healthcare & Life Sciences

Happiest Minds’ Healthcare and Life Sciences industry group helps customers adapt their business and technology landscape to evolving business models, emerging compliance requirements and stronger ecosystem-wide security needs. The Company partners with customers across provider engagement, clinical trials, digital surgery, medical affairs and supply chain to transform service and engagement models, reduce paper-based workflows and drive better outcomes.

OFFERINGS

Life Sciences

  • AI-infused Bioinformatics Services
  • AI-aided Platform Modernization
  • Gen AI infused Research Assistants
  • AI-assisted Commercialization
  • IT/OT Cybersecurity
  • Modern Data Platforms Engineering
  • Infrastructure Modernizations
  • Test Automations and AI Process Validations

MedTech

  • Hardware/Firmware/Software/Mechanical Design & Development
  • FPGA Design & Validation
  • Software as a Medical Device
  • Usability Engineering
  • Sustenance Engineering
  • Medical Device Manufacturing - DfX
  • DHF Remediation
  • Reliability & Testing Capabilities

Healthcare

  • Patient & Provider Engagement
  • PHM | Value-Based Care
  • Revenue Cycle Management
  • EMR Implementation
  • FHIR Interoperability
  • Healthcare Data Democratization
  • Hospital at Home
  • Healthcare Cybersecurity

CASE STUDY

Integrated & Connected Health System for Healthcare Organization Operating Clinic & Diagnostics Chain

Business Challenge

  • The client, an integrated healthcare organization offering healthcare, diagnostic and wellness services, sought to implement an integrated platform for its diverse specialty clinics. It required to coordinate front- and back-office operations and enable integration with third-party software and hardware equipment.

Solution Provided

  • Implemented and customized web-based Practice Management Software to support daily clinic operations
  • Designed and integrated an FHIR repository to enable semantic interoperability
  • Developed ambient models and clinical widgets, including dental charts and pain assessment tools, to improve documentation accuracy
  • Enabled patient portals for appointment scheduling, document upload, health record access, prescriptions and invoices
  • Automated reminders and notifications across Email, WhatsApp and SMS

Impact

80%

Reduction in paper-based work

25%

Improvement in cohort engagement efficiency and reduced review and approval turnaround times through automated reminders

20%

Less errors at the point of data collection

Accelerated

Patient onboarding, reducing turnaround time from weeks to days

EdTech

EdTech remains a strategic priority for Happiest Minds across Pre-K, K-12, higher education, professional learning, workforce development and lifelong learning. Guided by its ‘AI First. Agile Always.’ ethos, the Company partners with academic institutions, EdTech providers and publishers to deliver measurable outcomes across the learning ecosystem.

Technology services are facilitating

  • Learner Recruitment and Onboarding: Deploys AI-powered engagement, chatbots and recruitment assistants to guide applicants, respond instantly and improve enrollment conversion
  • Personalized and Accessible Learning: Enables adaptive content and inclusive design to support different learning abilities, languages and accessibility needs
  • Engagement, Retention and At Risk Identification: Uses classroom interaction analytics and learner signals to identify disengagement early and support timely academic intervention
  • Faster and More Scalable Content Creation: Applies AI-assisted content factories to accelerate learning materials, summaries, assessments and accessible resources while reducing manual effort
  • Lower Educator and Administrative Workload: Uses AI assistants, workflow automation and resource planning tools to reduce routine tasks across instruction, admissions and operations
  • Modern and Trusted Assessments: Builds adaptive assessment platforms and secure test delivery models to ensure integrity, fairness and readiness for large-scale, high-stakes evaluations
  • Career Progression and Alumni Engagement: Supports employability, lifelong learning and institutional relationships through intelligent career coaching and alumni engagement engines
  • Data-Driven and Secure Operations: Creates AI-ready data foundations, transparency platforms and secure infrastructure to enable informed decision-making at institutional scale

OFFERINGS

  • Strategic Consulting
  • Platform Development & Modernization
  • Open-Source Solutions for Education
  • Mobility Solutions
  • Data Analytics & Business Intelligence
  • Accessibility & 1Edtech Compliance Services
  • Integration Services
  • Education CRM, ERP & SIS
  • Generative AI Solutions for Education
  • Digital Process Automation
  • Cybersecurity in Education
  • Personalized Content Services

CASE STUDY

Digital Transformation of a Leading Business School Using the RISE Framework

Business Challenge

  • A leading management school sought to modernize its siloed IT ecosystem across SIS, CRM, FinOps, LMS, Career Services, Alumni Management and HRIS. Key challenges included limited system integration, manual processes, fragmented workflows, redundant data entry and inconsistent reporting

Solution Provided

Happiest Minds is applying the RISE Framework, a structured approach that helps institutions rebuild legacy systems, improve existing platforms, synchronize data across functions and expand capabilities through emerging technologies.

  • Rebuild: Replacing the legacy SIS with a D365 CRM-based system for unified academic records and migrating the custom HRIS to the Dynamics 365 ERP HR module to centralize employee and faculty management. AI-enabled solutions are also being infused across student recruitment, teaching and learning, and institutional information access
  • Improve: Enhancing D365 CRM and FinOps through workflow automation and advanced reporting, while optimizing Career Services, Alumni and Library systems for better usability and cross-functional integration
  • Synchronize: Integrating key systems to enable seamless, real-time data flow across departments and deploying unified portals for students, faculty, staff and alumni with consolidated views and streamlined workflows
  • Expand: Introducing donor management, AI-powered document processing, flexible LMS options for executive education and AI-driven personalization tools to improve learner engagement and institutional agility

Impact

  • The ongoing transformation is automating cross-functional processes and creating a single source of truth for academic and administrative data. Early outcomes include improved transparency, streamlined workflows and better experiences for students, faculty, staff and alumni, positioning the institution for AI-driven innovation and long-term scalability

Hi-Tech, Media & Entertainment, Professional Services

Happiest Minds supports Hi-Tech, Media and Entertainment, SaaS and Professional Services enterprises in their transformation journeys, from chip to cloud. The Company helps customers improve efficiency, strengthen agility and accelerate growth while preparing their businesses for an AI-first future.

Hi-Tech Offerings

Its services span product engineering, IT and go-to-market acceleration, delivered in close collaboration with ISVs, OEMs and enterprises. These capabilities enable robust, future-ready solutions powered by data, AI and emerging technologies.

Key services

  • Platform Modernization
  • Intelligent Operations
  • Application Software/Web/Mobile App Development
  • Data Strategy, Governance, and Visualization
  • Network Application and Orchestration
  • Customer Experience Transformation
  • FPGA, Hardware, and Embedded System/Device Engineering
  • Quality Engineering and Test Automation

Media & Entertainment Offerings

Happiest Minds operates at the intersection of audience, AdTech and content in the Media and Entertainment industry. The Company helps media organizations reimagine audience engagement, transform AdTech capabilities, and engineer content and information services platforms. Its Agentic AI-led approach enables stronger audience, advertising and content outcomes.

Key services

  • Audience.AI – Audience Experience Transformation
  • AdTech Transformation
  • Content.AI
  • Gaming Innovation
  • Business Intelligence & Data Solutions
  • Ad / Content Testing & Quality Assurance

Professional Services Offerings

Happiest Minds partners with professional services organizations across audit, tax, regulatory, payroll and administrative domains to build unified customer engagement platforms. Its platform engineering and managed services capabilities help create new revenue streams, improve operational efficiency, reduce costs and enable digital transformation.

Key services

  • Platform Engineering and Modernization
  • AI- and Data-Driven Intelligent Automation
  • IT Operations Transformation
  • Cloud-Native Digital Transformation
  • Enabling Scalable and Highly Available SaaS Platforms
  • Managed Shared Services Platforms
  • DevSecOps-Based Development and Deployment
  • Innovative Multishore Pod-Based Engagement Models

CASE STUDY

Improved Engagement & Subscription for One of the World’s Leading Broadcasting Companies

Business Challenge

  • The client aimed to significantly boost subscription growth and user activity on their platform, focusing on improving key performance metrics such as retention and conversion rates

Solution Provided

  • Deployed content and platform-wise time-based cohorts to measure and predict retention, drop-off rates, and shifting user interests, providing deeper insights into behavioral trends
  • Refined dynamic customer segmentation models to identify high-value audiences for targeted up-selling and cross-selling initiatives
  • Utilized predictive analytics to analyze data on inactive customers and predict those most likely to drop off

Impact

10%

Increase in bundle packaging subscriptions

20%

Increase in overall purchase intent

5%

Higher engagement level

Personalized Content

Delivered based on user preferences, resulting in higher user engagement

Improved

Measurement and enhancement of conversion and retention metrics

Industrial, Manufacturing, Energy & Utilities

Happiest Minds helps industrial manufacturing, energy and utilities enterprises build intelligent, connected and resilient operations through digital engineering and domain-led consulting. The Company leverages AI, Generative AI, Industrial IoT, data analytics, digital twins and automation to support the shift from reactive operations to predictive and autonomous models.

Its solutions improve asset performance, operational efficiency and data-driven decision-making across the value chain. From smart manufacturing and asset lifecycle management to grid modernization and energy operations, Happiest Minds delivers measurable business outcomes. The Company also strengthens productivity in the workforce and creates seamless experiences for customers, operators and field engineers. Its focus on safety, sustainability and regulatory compliance helps enterprises optimize costs and build stronger operational resilience.

OFFERINGS

Industrial

  • Connected Devices
  • Intelligent Platforms
  • Industry 4.0
  • Predictive Maintenance
  • Supply Chain Management
  • Customer 360
  • PIM, DAM, CMS, CDP
  • Service Operations & Management

Manufacturing

  • Connected Mobility/Vehicles
  • Connected Products
  • Industry 4.0
  • Production Scheduling
  • Demand Forecast
  • Customer 360
  • E-commerce/PIM, DAM, CMS, CDP
  • Salesforce/MS Dynamics

Energy & Utilities

  • Service Order Management
  • Smart Metering
  • Digital Twin
  • Connected Plants
  • PIM, DAM, CMS, CDP
  • E-Commerce
  • Digital Worker App

CASE STUDY

Empowering smart and healthy spaces

Business Challenge

A leading provider of indoor air quality and safety solutions sought to scale its intelligent Far-UVC lighting ecosystem to support growing adoption. The absence of a unified digital platform limited seamless device commissioning, real-time monitoring and remote control. The client also needed cloud connectivity, over-the-air updates and proactive alerts to deliver a connected, user-friendly and scalable solution.

Solution Provided

  • Designed and implemented a centralized, cloud-enabled digital platform to manage devices, users and operations
  • Enabled intuitive mobile and web applications for device commissioning, monitoring and control across local and remote environments
  • Integrated real-time monitoring, alerts and notifications to improve operational visibility and responsiveness
  • Established a scalable architecture to support continuous updates, remote diagnostics and better serviceability

Impact

Accelerated time-to-market

Enabling faster deployment of connected solutions

Reduced operational costs

With remote monitoring, proactive alerts, and streamlined maintenance

Enhanced user experience

Through seamless device management and intuitive interfaces

Improved customer satisfaction and adoption

Driven by a reliable, connected, and scalable platform

Retail, Consumer Packaged Goods & Logistics

Retail, Consumer Packaged Goods and Logistics enterprises face ongoing disruption from business and technology shifts, increasing the need for agility, visibility and resilience. Happiest Minds helps these industries respond to changing business and consumer behavior and build digital enterprises for sustainable growth.

Its ecosystem-led solutions enhance customer experience, increase share of wallet and streamline operations across the enterprise and supply chain. The Company leverages its Domain Expertise Technology (DXT) approach, combining domain, experience and technology, to enable informed decision-making across planning, logistics, retailing, last-mile fulfillment and consumer purchases.

OUR OFFERINGS

  • Transportation and Warehouse Platform Advancement
  • Solution Architecture and Design
  • Platform Implementation and Integration
  • Migration and Modernization
  • Testing and Quality Assurance
  • AI and Advanced Analytics
  • Analytics and Intelligence
  • CPG Supply Chain Management
  • Procurement
  • Distributor and Retailer Enablement
  • Consumer Services
  • Precision Merchandising
  • Store of the Future
  • Omnichannel Enterprise
  • Direct-to-Consumer
  • Retail Marketing

CASE STUDY

AI-Powered Virtual Agent for a CPG Leader

Business Challenge

The client needed to modernize cooler operations by shifting from a reactive to a predictive management approach. Limited real-time visibility into cooler performance, availability, and priority actions made it difficult for Sales and Operations teams to take timely, data-driven decisions, impacting efficiency and asset utilization.

Solution Provided

To address this, we developed an AI-powered Virtual Agent to streamline support and enhance decision-making. The process included:

  • AI Agent development: Built a Retrieval-Augmented Generation (RAG)-based agent integrated with Microsoft Teams for real-time insights
  • Multi-channel support: Enabled Microsoft Teams with WhatsApp planned for future phases
  • Multilingual capabilities: Supported English and French, with Arabic planned
  • Personalization: Delivered tailored insights for ~1,000 internal users across Sales and Operations
  • Multi-modal interaction: Enabled responses in text, charts, graphs, and images
  • Data integration: Connected Databricks SQL Warehouse and Power BI dashboards for reliable analytics
  • Data modernization: Initiated a proof of concept using Microsoft Fabric
  • Automation: Provided recommendations, alerts, and unified access via a chatbot interface

Impact

Optimized cooler placement and redeployment

based on performance data

Improved sales insights

and regional trend analysis

Increased operational efficiency

through predictive maintenance and reduced downtime

Enabled real-time, data-driven decision-making

for Sales and Operations teams

Delivered a scalable chatbot interface

for cooler management across geographies

Glimpses of FY 2025-26
Generative AI Business Services (GBS)

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