On the occasion of MSME Day approaching, we are pleased to share perspectives from our leadership, customer and startups on the transformative role of AI, trusted technology, and customer-centric innovation in helping India’s MSMEs scale, strengthen customer relationships, and compete in the digital economy.
Together, these viewpoints provide a holistic perspective on the opportunities, challenges, and innovations shaping the MSME ecosystem, and where the sector is headed in the AI-powered economy.
In case you are planning any stories around MSME Day, it would be great if you could consider these quotes. We believe the insights will be relevant and valuable to your readers.
Swaroop Kaja, RVP – Sales, Salesforce India
“India’s MSMEs are no longer just participants in the digital economy; they are becoming the organisations that will shape its future. Contributing over 31% to India’s GDP, they represent not only economic scale, but a powerful engine of innovation, entrepreneurship, and job creation. What is most exciting is the emergence of a new generation of MSMEs that are digital-native in mindset — closer to their customers, faster in how they learn, and more ambitious in the markets they want to serve.
The real opportunity ahead is not simply to digitise MSMEs, but to help them become more intelligent, connected, and customer-led. This is where agentic AI becomes a significant shift. For growing businesses, AI agents can create capacity that was previously hard to access — qualifying leads, surfacing the next best action, resolving routine service requests, personalising customer engagement, and giving teams more time to focus on judgment, creativity, and trust. With Agentforce, Salesforce is helping bring trusted AI agents into the flow of work, so SMBs can scale faster while preserving the customer intimacy that has always been their strength.
The leaders who will shape the next decade will be those who combine human instinct with trusted AI, data with action, and scale with empathy. For India’s MSMEs, the question is no longer whether they can compete at scale, but how boldly they choose to lead.”
Bala Nadar, Founder, Startupwala.com
“Technology is no longer just an efficiency tool for India’s MSMEs — it is the infrastructure that helps desire become an institution. At Startupwala, our mission has always been to simplify the entrepreneurial journey for a growing number of SMEs by providing anywhere, anytime, affordable legal services for company registration, trademark filing, ROC compliances and accounting. Having supported over 86,000 entrepreneurs and SMEs and enabled more than 100,000 trademark filings, we have seen first-hand that incorporation and protecting the brand is not paperwork — it is the foundation for credibility, funding, employment, and long-term growth. But as we scaled, we also had to reimagine our own operations, because entrepreneurs today expect speed, transparency, and human guidance in the same journey.
With Salesforce, we have been able to build a more connected customer lifecycle, send quotes in minutes, and close deals 70% faster, while continuing to deliver the trust and responsiveness our customers rely on. Our vision is to help make India the entrepreneurial hub of the world, and wherever Startupwala goes next, Salesforce will remain part of the foundation that helps us build that ecosystem.”
Yash Mittal, Director, Mittsure Technologies
“India’s MSME story is often told through enterprise and commerce, but one of its most important chapters is being written in education. At Mittsure Technologies, we are building an end-to-end ecosystem for schools — from NEP 2020-aligned learning resources and digital solutions to infrastructure support — because the future of India’s economy depends on how well we prepare the next generation of learners. As we work with schools across India to support their educational and infrastructure needs, our priority is to ensure that every institution derives meaningful value from our solutions.
Salesforce has been a valuable enabler in this journey. Through solutions such as Agentforce Sales and Agentforce Marketing, our teams have greater visibility into customer interactions, can collaborate more effectively, and deliver a more consistent customer experience. By supporting our customer success efforts, Salesforce has helped us stay focused on what matters most—creating positive outcomes for the schools and educators we serve. As Indian MSMEs continue to grow, investing in stronger customer relationships and customer success capabilities will be key to building sustainable businesses with lasting impact.”
Abhijeet Vijayvergiya, Co-Founder & CEO, Nektar.ai
“The next competitive advantage for growing businesses will be the ability to learn from every customer signal. At Nektar.ai, we are building a GTM telemetry platform that automatically captures customer interactions and transforms them into clean, trusted data for CRM, data warehouses, and AI agents. The impact is simple but powerful: revenue teams and AI agents should spend less time reconstructing what happened and more time acting on what matters.
Salesforce is both the platform we build on for our customers and the foundation of our own go-to-market operations. Agentforce Sales serves as our system of record across deals, leads, and customer relationships, while Nektar provides the customer intelligence layer that makes CRM data more complete, accurate, and AI-ready. This has enabled us to scale with greater clarity, automation, and focus.
For startups and MSMEs, success in the AI era will depend on combining trusted platforms, quality data, and AI to build stronger customer relationships and scale with confidence.”
Shivali Goyal, CEO, Trupeer AI
“At Trupeer.ai, we are building the workflow knowledge layer for businesses, an AI context engine that turns any screen or meeting recording into polished product videos, guides, and multilingual documentation. As we grow, we have seen that the biggest challenge in enterprises lies in delivering the right knowledge at speed. With our Salesforce integration, implementation partners and users can convert raw recordings and walkthroughs into professional training videos, SOP, and docs, in seconds, accelerating every Salesforce go-live and bringing product knowledge directly into the workflows where customer-facing teams already operate. For Indian businesses expanding across markets, clarity becomes a powerful accelerator of adoption, trust, and growth.”