Prashant Singh, COO & Co-Founder, LeadSquared: The SaaS industry is evolving with AI, hyper-personalization, and no-code platforms. LeadSquared’s industry-specific solutions position us for growth in BFSI, education, and healthcare. We continue to innovate globally while ensuring data security and compliance.
Prashant Singh – The SaaS industry is seeing changes driven by Agentic AI, deeper AI integration into workflows, and automation that delivers meaningful, intelligent solutions. The future of sales and marketing automation will not just be about process automation but about hyper-personalization, enhanced user experiences, and greater accessibility through no-code/low-code platforms. As businesses get closer to end-user demands, the need for intuitive, industry-specific AI solutions will become the norm.
Our strength lies in our ability to be customer obsessed and to provide industry-specific solutions that address the unique sales and engagement challenges of different sectors. We have introduced products that help our customers across the entire customer lifecycle – whether it’s application journeys or LOS in lending or service CRM for customer experience. Our comprehensive suite of solutions continues to find acceptance in high volume, high-velocity sales use cases and we are well placed to capitalize on the upcoming high growth phases.
IT Voice – With the rise of AI and automation, how is LeadSquared integrating these technologies into its platform?
Prashant Singh – At LeadSquared, we have integrated AI into our product ecosystem. The core areas where we see demand and acceptance are predicting the purchasing potential of a prospect. This is a fundamental and complex problem impacting top and bottom line for our customers and we are running multiple early-stage projects in this direction.
Another impactful area where AI is improving our platform is in customer interactions and support. Our AI-powered Knowledge Base Bot can automatically respond to customer queries by pulling relevant information from a trained knowledge base reducing interaction load by up to 60%. Other features like Ticket Summarization analyzes conversations to tag issues, detect sentiment, and recommend next actions. Furthermore, Response Refinement maintains consistent tone across all agent communications.
For internal teams, our in-house AI assistant provides prompt assistance with various inquiries related to our products and services, ensuring efficient internal team support.
IT Voice – What are the biggest challenges SaaS startups face today, and how can they navigate these hurdles while staying compliant with evolving regulatory landscapes (especially from data security and privacy POV)?
Prashant Singh – Maintaining data privacy helps build trust with customers. When customers trust that their personal and business information is secure, they are more likely to share valuable data and continue doing business with your company. SaaS companies need to ensure data privacy on both individual and business level.
For personal data protection, it is essential to implement consent management in compliance with DPDP (Digital Personal Data Protection) regulations. At the business level, companies must also adhere to data protection regulations set by IRDA, RBI, and SEBI.
At LeadSquared our dedication goes beyond mere compliance; it represents a commitment to our users that their data is handled meticulously and in alignment with the highest industry benchmarks, ensuring a future that is both secure and compliant for all our stakeholders.
IT Voice – What were the pivotal inflection points and early challenges that shaped LeadSquared’s growth journey, and how did the company navigate them?
Prashant Singh – LeadSquared was founded with the vision of helping businesses streamline marketing, sales, and customer engagement. From 2011 to 2015, we built a marketing platform enabling marketers to engage and nurture leads before passing them to sales. However, gaps in lead handling impacted conversions, prompting us to expand into lead and sales management, which gained strong traction particularly in education and EdTech. We further launched our automation platform and mobile app. Between 2019 and 2024, we entered the US and Middle East markets while also becoming the preferred solution for high-growth BFSI organizations in India, spanning securities, broking, and insurance. This expansion, coupled with Series B and C funding in 2021 and 2023, fueled rapid growth and marked our entry into the unicorn club.
Today, we continue to expand our product portfolio across key sectors such as BFSI, education, healthcare, digital natives, and manufacturing. We have introduced products that help our customers across the entire customer lifecycle – whether it’s application journeys or LOS in lending or service CRM for customer experience. Our comprehensive suite of solution continues to find acceptance in high volume, high velocity sales use cases and we are well placed to capitalize on the upcoming high growth phases expected across our primary markets in India and USA.
IT Voice – How has LeadSquared successfully scaled across geographies while balancing innovation, agility, and customer-centric product development?
Prashant Singh – LeadSquared’s success in scaling across geographies is driven by a combination of deep market understanding, continuous innovation, and a customer-first approach to product development. In order to address problems such as diverse customer behavior and establish brand credibility in new geographies, we have localized our offerings and strengthened on-ground sales and support teams. This combination of industry depth knowledge, innovation, agility, and a customer-centric mindset has enabled us to successfully expand while maintaining a strong foundation for continued growth.
We have identified the US, Middle East, Australia, and Southeast Asia as key markets for global expansion. Recently, we have experienced significant success in the US market (50% CAGR), where our offerings have resonated well, leading to a customer base of over 200 in sectors such as education and healthcare. While we continue to thrive in these sectors, we are also actively exploring opportunities in other verticals to diversify our portfolio and capture new markets.
IT Voice – In what ways has customer feedback influenced LeadSquared’s product roadmap, helping the company stay competitive in the evolving SaaS landscape?
Prashant Singh – Customer feedback has influenced LeadSquared’s product evolution and has helped us to remain relevant in the changing SaaS landscape. Initially, we specialized in lead management—enabling businesses to capture leads from multiple sources, but industry-specific complexities quickly demonstrated the requirement for more tailored solutions.
For instance, in the lending segment, a home loan application involves multiple parameters such as KYC, CIBIL, and credit checks—areas where we could do more Customer insights highlighted this gap, leading to the development of a specialized lending solution with integrated features designed to meet industry specific requirements. Similarly, for insurance we offer a field sales mobile app to help insurance providers manage policy sales on-the-go. This shift towards deep, sub-vertical-focused solutions has since become a core strategy for LeadSquared.
IT Voice – What are the key markets, industries, and technologies driving LeadSquared’s future expansion, and how does the company plan to leverage AI and machine learning in its product roadmap?
Prashant Singh – We continue to see strong demand across key industries such as BFSI, healthcare, education, and manufacturing where businesses require deep industry-specific automation, compliance-ready solutions, and seamless customer engagement tools. From a geographic perspective, India and the US remain our focus. These markets also present significant opportunities for AI-driven automation in sales, marketing, and customer service operations.
We have integrated AI into our product ecosystem, focusing on high-impact areas such as predicting a prospect’s purchasing potential—a fundamental challenge that directly affects our customers’ top and bottom line, with multiple early-stage projects underway. Additionally, AI is transforming customer interactions and support through features like the Knowledge Base Bot, which reduces interaction load by up to 60%, Ticket Summarization, which tags issues, detects sentiment, and recommends next actions, and Response Refinement, ensuring consistent communication across all agent interactions. We will continue to integrate AI into the platform for meaningful outcomes for our customers.
IT Voice – How is LeadSquared tailoring its strategies to address diverse regional needs as it pursues global expansion?
Prashant Singh – LeadSquared tailors its strategies by deeply understanding regional use cases, ensuring compliance with local regulations, and adapting its messaging to resonate with diverse audiences. We invest in market research to grasp unique customer needs and refine our approach accordingly. Our localized engagement ensures effective communication and seamless adoption across regions as we expand globally.
IT Voice – What role do strategic partnerships and acquisitions play in LeadSquared’s long-term growth strategy, and are there plans to introduce new products or services beyond the existing automation suite?
Prashant Singh – We have collaborated for high impact partnerships with players in data analytics and personalization. Our long-term strategy is to build products and features that delight the end users and solve the biggest CX and business challenges across industries. We already have an ecosystem of sales, marketing and customer services platforms with vertical products. We will refine and add more to this complete ecosystem.
