Mastek AI-native services are replacing conventional enterprise applications under its Services as Software (SaS) approach, Mastek Ltd said in a BSE filing on October 5, 2026. The company has replaced its legacy CRM environment with an internally developed platform and is extending the approach to other business functions, aiming to simplify processes and reduce software subscription costs.

The new CRM platform was designed and built at the Mastek AI Center of Excellence. It supports all global sales and marketing teams in live production. Under the company's Customer Zero approach, Mastek deployed, stress-tested and refined the platform internally before making it available to customers.

Mastek said this deployment validated the platform's scalability, usability and business impact. It aims to improve its win probability by 10% through contextual data, positioning the CRM as a system of intelligence and execution. The figure is a target, rather than a reported improvement.

How the AI-native CRM works

MastekCRM draws on Mastek Hub, the company's centralised knowledge platform. CTIO Ritwik Batabyal said it combines customer case studies, project experience, proposal assets and business intelligence to support AI-driven decision-making.

  • Help sales teams prepare for client meetings and improve forecasting.
  • Automatically capture institutional knowledge.
  • Surface relevant recommendations in real time.

CEO Umang Nahata said tangible benefits require organisations to redesign processes, reskill employees and combine frontier models with company-specific contextual data. He also highlighted the need to work with sales teams and leaders to address the organisation's operational nuances and encourage adoption.

Expansion into procurement and finance processes

Mastek has also developed an AI-native Intelligent Document Processing solution, which it said is being used to replace its legacy SAP procurement, accounts payable and expense management applications. These solutions focus on faster, simpler processes and cost optimisation.

The broader SaS approach involves assessing actual software usage, retaining workflows that create business value and replacing unnecessary complexity with AI-native experiences. Its stated principles include measurable business results, turning historical information into actionable intelligence and reducing software costs.

Nahata said the approach represents a services-led model combining domain expertise, AI, data and engineering, rather than a move to become a software product company. The filing did not quantify subscription savings from the deployments.