Servion has developed a model to map and optimize customer interaction – Contact Optimization Model. This model helps analyze, define, and optimize the customer interaction / contact and helps offer a differentiated customer experience. This is a consultative approach and generates an in-depth analysis that can help organizations assess if they are indeed optimizing contact at each level or stage.

Self-service solutions such as general enquiries, online billing information systems, and Speech-based systems enable organizations to provide customers 24x7 access to information. Some of the facilities that can be configured are general enquiry, information on products and services, payment center location services, rates information for residential, commercial and industrial users, report emergencies and outages, account / billing-related services, updating account information (change of address or phone number), turn on / off service, relay meter rating, online bill payment, information on office locations and hours of operation, complaint registration, consignment status and booking, tracking of consignment, and account information services.

Increasingly, buying decisions are based on how a company treats its customers, starting with the very first contact, and throughout the sales process. To handle each contact effectively, organizations are seeking availability of updated information, quick retrieval time and above all, a more proactive and responsive approach to interaction handling. Given these requirements, Servion has developed a complete solution that will support multiple communication channels over multiple sites leading to greater customer satisfaction, improved agent efficiency, and a stronger bottom line.

Agents use outbound solutions for customer satisfaction surveys, promotions, focused marketing campaigns, agent satisfaction surveys, power restore notification, emergency notifications, payment reminder messages, festival greeting messages, information on new schemes, acknowledgement of bill payments, acknowledgement of service requests, and requested call back.

Features of CTI include screen pop (a display of the caller's history and policy information (account-related information, premium due date, last premium paid) that ‘pops’ up on screen before the agent answers the call), customized report generation (over 50 customizable report templates), call and screen transfer for better customer handling (with facility to add notes), intelligent call transfer (most idle agent, skill-based transfer, last agent called), and inbuilt soft phone.

Voice loggers are designed to record up to hundreds of simultaneous calls. The agent performance optimization solution maximizes a Contact Center’s investment in existing call recording systems, eliminating tedious and time-consuming manual monitoring activities and allows you to perform highly accurate, automated evaluations of all customer interactions.

Servion offers customers the Service Performance Management (SPM) suite that provides unprecedented ability to catalog, model, monitor, and measure service processes real time. It is also used to report, analyze, and improve service processes real time. The SPM suite can be used to optimize a variety of processes such as internal or external sales, help desk support, customer service, new employee setup, accounts payables, benefits administration – the list is endless.

Customer Relationship Management (CRM) evaluates and enhances core processes, which are built at various touch points with customers, such as market understanding, product development, distribution, and claims. Feature highlights of CRM solutions are customer information management, rates administration module, field order management, billing management, payment management, meter reading management, service agreements adjustment, and credit and collection.

Customer interaction executives are the key to successful customer relationships. Performance effectiveness of these executives directly impacts all aspects of enterprise performance. Deploy Workforce Optimization solutions for flexible and efficient staffing, easier data collection, efficient schedule administration, better workload forecast, and better real-time tracking / viewing.

A large utility service provider with around 7 million customer accounts needed a solution to offer superior customer care services. Servion developed a comprehensive solution to enable the service provider to accept electricity and gas meter readings from its customers via the telephone and provide the bill amount due. It also developed an automated system to handle the calls and inputs for the service provider's loyalty application program. Customer queries were handled more efficiently and the service provider was successfully able to have more registrations for its loyalty program.