Servion's core processes are centered around an engagement methodology of discovery (diagnosis) followed by design, development, deployment and finally optimization.
Consulting
To the customer – service at the point of interaction means nothing but meeting the expectations that she has of you as a brand. Service failure at that point to her 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 options. Leading from that – the starting point of customer service failure is the failure to align service strategy with brand promise. And Customer Interaction Management is therefore a core part of the brand management process – how many organizations view it this way? 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; which leads to brand disillusionment and customer churn.
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 single aim 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 like business objectives, logic, goals, and their application at low value (cost).
Servion's Managed Services addresses growing business requirements like
- 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. The number of times consumers contact their service providers is also increasing. Given this, it becomes imperative for businesses to make these contacts or customer interaction points efficient and accessible.
Technology without doubt has a huge role to play in this and technology without doubt is also changing constantly. What is new today becomes obsolete tomorrow. What is an asset today could become a liability tomorrow. The inherent risk of technology choice, transitioning between technologies and 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 and implementation stage and/or final product deliverable based on market acceptance and utility of the product/service. Systematic ideation, documentation, timely investment decisions and finally integration – both internal and external are drawn out keeping business objectives in mind.
Some technologies we are tracking closely and have significantly invested in are 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 and 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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Support
A CIM specialist with a global footprint, Servion has a customer-centric business model to ensure that the solutions deployed are to the total satisfaction of our customers. We extend that commitment beyond implementation, through a team of qualified software service engineers and an extensive infrastructure dedicated to the maintenance of the solution. The software and support services team has a unique industry and product integration expertise. In addition to helping Servion deliver enhancements and product upgrades quickly and efficiently, the team provides troubleshooting and rapid resolution of technical issues. Once you sign-off on an implemented Servion solution, there is a 90-day warranty period during which we provide comprehensive maintenance support and respond to any breakdowns. After the warranty ends, you can opt for one of the extended maintenance support plans.
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