Servion's core processes are centered around an engagement methodology of discovery (diagnosis) followed by design, development, deployment and finally optimization.
Consulting
To a customer – service failure at the point of interaction means that you have failed to meet her expectations of you as a brand. Therefore, she is forced to revise her opinion of you as a brand and shop for other options. The starting point of customer service failure is the failure to align service strategy with brand promise. Customer Interaction Management is therefore a core part of the brand management process. This is the core thinking that has gone into constructing the consulting arm of Servion. The risk of taking a decision without a structured approach results in either overinvestment or poor customer experience.
Servion consulting constitutes all structured services that enable you to:
- Understand the strategies of business, financial, operational and technology stakeholders of customer interaction
- Identify gaps within or across the layers
- Diagnose the root causes
- Design suitable solutions to reduce gaps
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Managed Services
At the core of Servion's Managed Services is a library of services, working together with the common goal of making sure that the technology resources deployed in a Contact Center work closest to their designed performance. Servion’s Managed Services enables organizations to retain and build high value by addressing core areas such as business objectives, logic, goals, and their application at low cost.
Servion's Managed Services addresses growing business requirements such as:
- Higher levels of support
- Access to the latest technology
- Access to an enhanced skill base
- Adaptability to changing business conditions
- Ability to focus on core areas
- Reduced costs
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Professional Services
Consumer base world over is increasing. The number of services organizations offer to this ever-growing consumer base is increasing as is the number of times consumers contact their service providers. Given this, it becomes imperative for businesses to make these contacts or customer interaction points efficient and accessible.
Technology, though constantly changing, without a doubt has a huge role to play in this. What is new today becomes obsolete tomorrow. What is an asset today could become a liability tomorrow. The inherent risk of technology choice, the transition between technologies, and the challenges of managing and maximizing multiple technologies pose huge challenges.
Servion's professional services team is trained to stay on top of technology changes happening in the market, shield customers from redundancy, and enable them to stay in line with the adoption curve. The team adopts a structured process to introduce new products and services to the market from the idea stage to the PoC, implementation stage, or final product deliverable based on market acceptance and utility of the product/service. Servion develops systematic ideation, documentation, timely investment decisions, and integration – both internal and external - while keeping business objectives in mind.
We closely tracked and invested in the following technologies:
- Cloud-based Interactive Voice Response (IVR) and Contact Center solutions
- Network based routing
- Mediated interaction matching / Intelligent Self-Service
- Video enabled customer self-service and agent support
- Customer Support via Social Media
- Precision based routing
- Work Assignment
While we keep an eye on future technologies, our experience of having designed and delivered over 1000 CIM solutions across the globe ensures that we enable Contact Centers and Enterprises to optimize their interaction ecosystem.
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ServCare
ServCare is an advanced support system aided by value-added services that go beyond the traditional maintenance plan. It leverages Servion's proven service delivery as well as expertise and consulting capabilities, making for solid support. While Servion’s well-oiled support mechanism responds fast to any break fix businesses might need, Servcare’s set of value-added services are also aligned to other support needs businesses have.
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