Servion leverages its global domain expertise in the Customer Interaction Management (CIM) industry across BFSI, Education, Government, Healthcare, Hospitality, Telecom & Transportation verticals.
BFSI
The BFSI industry today is hyper-competitive; increasingly products and services in the market place are beginning to 'look like each other'. They do the same things, they are priced the same – and it is becoming increasingly difficult to own a market segment on the basis of product superiority / differentiation alone. Given that, consumers form opinions about a brand on the basis of the experience they have when they interact with the vendor organization for some reason. That interaction has indeed become the moment of truth; defines customer experience and determines whether or not, the consumer stays with the organization. As specialists in the Customer Interaction Management domain, Servion has the distinction of having designed and implemented customer interaction solutions for all the top financial institutions in India. That experience and expertise allows us to tailor make solutions based on specific requirements customers have.
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Education
There is a growing need among school administrators to bring in seamless communication between the community of students, parents, and teachers and encourage higher involvement in the education process. Educational institutions globally are beginning to view parents and students as their 'customers'. They would like to provide their 'customers' with online access to their wards' grades and keep track of their wards' attendance patterns. They would like to help students proactively catch up with studies they have missed, inform the parent community about important meetings quickly and efficiently, and maintain feedback as well. Universities with Customer Relationship Management (CRM) on their curriculum require Call Centers to provide their students with hands-on experience.
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Government
As with any other business vertical, governments worldwide face their own peculiar sets of challenges. Historically, governments have never viewed their citizens as their ‘customers’. This shift in ideology is the first huge step that governments have taken. Governments are now adopting customer interaction technologies that enable their customers to deal with them more simply, more efficiently, and most of all, in a manner that encourages compliance and generates goodwill. Given the nature of government and its all pervasive character, it is really several ‘business verticals’ rolled into one, making its task all the more difficult.
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Healthcare
Measurement of patient satisfaction stands poised to play an increasingly important role in the growing push towards accountability among healthcare providers. Rising healthcare costs for customers and increased competition are forcing medium to large healthcare organizations to identify new ways to improve customer service, increase revenues and reduce costs. Healthcare organizations are grappling with complex service processes, wherein constituents are increasingly demanding the ability to interact with organizations via any communication channel (email, phone, chat, fax, or Web) at any time. Healthcare customers today seek to be educated and informed, and demand personalized attention and single-touch issue resolution. Healthcare organizations and professionals around the world are increasingly beginning to realize the importance of automated customer service. They are concentrating on delivering high quality patient care at controlled costs.
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Hospitality
There's no industry that demands customer service more than the hospitality industry – hotels, restaurants, and related sectors. The hospitality industry faces the challenge of providing reliable consistent service to its customers, across many properties that are often scattered across different parts of the world. In addition, when their customers are on the property, they interact with different parts of the organization – with the restaurants, in the recreational areas, in their rooms, at the reception, and so on. Customers want to be recognized, and to be treated in a caring, personalized, and consistent manner at all times.
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Telecom
The telecom industry today is hyper-competitive; increasingly products and services in the market place are beginning to ‘look like each other’. They do the same things, they are priced the same – and it is becoming increasingly difficult to own a market segment on the basis of product superiority / differentiation alone. Given that, consumers form opinions about a brand on the basis of the experience they have when they interact with the vendor organization for some reason. That interaction has indeed become the moment of truth; defines customer experience and determines whether or not, the consumer stays with the organization. Hence, the primary challenge facing telecom companies is retention of customers. In addition to this, telecom providers have morphed from being the provider of a simple, single service to the customer to a provider of multiple services – fixed line, mobile, GPRS, broad band, messaging and so on.
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Transportation
The travel and transportation industry, covering travel and cargo, is extremely interaction intensive. Large networks of service providers, channel partners, customers and other support organizations are involved in this business, making management of the interaction processes a challenging task. Competition is increasing, market shares are fragmenting, margins are shrinking and retaining customers through great service experience is the focus.
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