In today’s digitally-driven enterprise ecosystem, customer experience (CX) begins long before a product is used—it starts with seamless access, uncompromising security, and device readiness. At the heart of this transformation is Harishanker Kannan, CEO and Co-founder of Scalefusion, a trailblazer in the Unified Endpoint Management (UEM) space. He drives it through One Pane, One Agent concept.
With over two decades of experience in engineering and scaling enterprise SaaS platforms, Hari, as he is known, has cultivated a leadership philosophy centered on long-term vision, operational cohesion, and relentless innovation. Under his stewardship, Scalefusion has grown into a global force, serving over 10,000 businesses across 120+ countries, redefining how organizations secure and manage their endpoints.
Hari’s visionary push—“One Pane, One Agent”—is reshaping the landscape of CX by consolidating disparate IT and security operations into a unified platform. Through Scalefusion UEM, Zero Trust Access via OneIdP, and cutting-edge endpoint security with Veltar, Hari is making device and access management a seamless, secure experience for IT teams and end-users alike.
In this exclusive CXQuest interview, we explore Hari’s journey, the evolution of endpoint management, and how CX can be redefined not just through interfaces—but through intelligent infrastructure, data security, and frictionless digital access.
Endpoint Management Space
Q1. You’ve had a long journey in SaaS. What inspired you to build Scalefusion in the endpoint management space?
HK: When we started Scalefusion, the endpoint landscape was already getting increasingly fragmented with multiple device types, OS platforms, and users scattered across geographies. But the bigger problem wasn’t device diversity but operational complexity. IT teams were juggling a dozen tools just to stay afloat, while security lagged behind and user experience suffered. We saw an opportunity not just to manage devices better, but to fundamentally unify how IT and Security operate. That’s been our north star from day one: to simplify complexity. After launching OneIdP for zero trust access in 2023 and Veltar endpoint security in 2024, we are excited to bring everything under one pane, one agent.
Q2. How does endpoint management influence customer experience, especially in a security-conscious world?
HK: The moment a device touches your infrastructure, it becomes part of the customer journey. If it’s sluggish, misconfigured, or compromised, that friction hits the end user irrespective of whether it’s a retail associate, a field worker, or a kiosk in a customer-facing environment or an employee using their own device under a BYOD policy. Good endpoint management is invisible. It ensures the right experience happens at the right time, without compromising on security or privacy for BYOD scenarios. I believe security isn’t the opposite of customer experience, but is foundational to it.
One Pane, One Agent
Q3. Tell us more about the “One Pane, One Agent” vision. How is this reshaping IT and CX outcomes?
HK: The traditional IT stack was built in silos with a tool for management, a few for security, some for identity, and so on. That fragmentation creates operational fatigue, slower response times, and inconsistent user experiences. Our vision of One Pane, One Agent breaks that cycle. With a unified platform that brings device management, secure access, and endpoint protection together, IT teams gain clarity, speed, and control without the tool fatigue. And that translates directly into better CX, fewer disruptions, faster onboarding, and consistent performance across the board.
Q4. With OneIdP and Veltar, Scalefusion is evolving beyond UEM. What role does Zero Trust play in user experience?
HK: Zero Trust is often viewed as a security framework, but it also has direct CX implications. When identity becomes the new perimeter, you unlock contextual access, giving users just what they need, when they need it, without slowing them down. With OneIdP, we’re building identity-driven access that’s frictionless. And with Veltar, we ensure the endpoint is secure before access is granted. Together, they power a seamless, secure experience in which users aren’t bogged down by VPNs, agents, or manual approvals. Zero Trust, done right, is invisible and empowering.
Intuitive and Seamless
Q5. How do you ensure Scalefusion’s solutions remain intuitive for IT teams while also serving business users seamlessly?
HK: We build for the IT admin who has 30 tabs open and 10 fires to put out. If it doesn’t save time or reduce complexity, it doesn’t ship. Our UI philosophy is grounded in simplicity, clean workflows, policy templates, real-time visibility, and automation wherever possible. But we also think about the experience on the other side: the employees, partners, or frontline users interacting with the devices. Every feature is built with both sides in mind, because great IT tools serve both admins and end users equally.
Q6. Can you share a customer success story where endpoint management significantly elevated CX?
HK: One of our enterprise customers, one of the largest retail distributors in India, was struggling with inconsistent POS experiences across locations, and devices would frequently go out of sync, causing delays during checkout. With Scalefusion, they moved to a unified endpoint policy across all stores. Downtime dropped, device-related complaints nearly disappeared, and most importantly, customers experienced faster, smoother transactions. It’s a classic example of how backend efficiency drives frontend satisfaction.
Balancing Productivity, Data Privacy, and Compliance
Q7. How does Scalefusion strike a balance between user productivity, data privacy, and compliance?
HK: It’s a balancing act, but one that’s achievable through unification. With Scalefusion, IT can push productivity-enabling apps, secure access via OneIdP, and continuously enforce compliance through automated policies, all from a single console. This also includes BYO devices where user privacy is critical, but so is empowering employees with business resources.
We don’t believe in trade-offs between productivity and security. The goal is to make compliance invisible and non-intrusive, baked into the experience, not bolted on.
Q8. You operate in over 120 countries. How do you localize CX across such diverse markets?
HK: Localization isn’t just about language, it’s about understanding how IT and security priorities vary by region. In Europe, GDPR compliance drives buying decisions. In APAC, scalability and cost-efficiency often lead the conversation. We’ve built Scalefusion to be modular, so enterprises can tailor their deployments to local needs while still maintaining global oversight. Plus, our support team spans time zones, ensuring customers always have a human they can reach, because great CX starts with being present. Moreover, we invest in local strategic partnerships to learn localized market requirements and simplify our product’s penetration.
AI in Endpoint Management
Q9. What are your thoughts on AI in endpoint management and its impact on future CX?
HK: AI is already transforming how we think about IT operations, from anomaly detection to predictive maintenance. But its biggest impact on CX will come through proactive automation. Imagine a system that detects user friction before it becomes a ticket, or predicts a compliance drift before it causes a breach. That’s where we’re heading: from reactive to anticipatory IT. We’re investing heavily in this space because AI, when paired with unified data from a single agent, becomes incredibly powerful.
Q10. Lastly, what’s next for Scalefusion and your vision for CX in enterprise tech?
HK: Our north star remains the same: unification. We’ll continue building a platform where managing and securing endpoints happens in sync, not in silos. Expect deeper AI integrations, expanded identity capabilities, and a stronger partner ecosystem. But at the core, it’s all about experience, ensuring every user, admin, and stakeholder feels like IT is working with them, not around them. The future of enterprise tech isn’t about more tools. It’s about smarter experiences. And that’s exactly what we’re here to build.
Closing Summary & Thank You
As digital transformation accelerates, customer experience is no longer confined to user interfaces or support touchpoints—it’s deeply embedded in how securely and efficiently organizations manage their digital infrastructure. Harishanker Kannan’s leadership at Scalefusion reflects this new paradigm, where CX is engineered from the backend forward, uniting security, access, and endpoint management into one intelligent, seamless ecosystem.
From “One Pane, One Agent” to Zero Trust Access via OneIdP and the launch of Veltar endpoint security, Hari is not just solving operational inefficiencies—he’s redefining what modern enterprises can expect from their IT stack: clarity, control, and a customer-first philosophy baked into every layer.
Scalefusion’s global growth and innovation roadmap are a testament to how unified thinking can simplify complexity, elevate user trust, and deliver scalable value across industries and geographies.
The CXQuest team extends its heartfelt thanks to Harishanker Kannan for sharing his insights and vision. His blend of engineering precision and customer-centric foresight offers a compelling blueprint for any tech leader aiming to build infrastructure that doesn’t just support the customer experience—but enables it to thrive.
