| Servion's Role |  | |
| Some of the key customer interaction challenges institutions in this domain face are: |
| • | Customer Retention
A combination of technology advancement and regulatory changes has resulted in customers being free to choose service providers and switch suppliers at very low costs. With the actual product itself moving towards commoditization, differentiated service is the only way to retain customers. Our solutions seamlessly integrate with your back-end applications and enable you to deliver differentiated service appropriate to each customer. Real-time suggestions appear on the agent's screen prompting the agent to interact with the customer in a specific way according to customer preference - all of which can help retain customers. |
| • | Debt Recovery and Cash Collection
Uncollected revenue as a result of inefficient billing practices has an obvious impact on business. Our solutions automate the bill payment/ collection processes with the help of the 'Payment Gateway Solution'. Customers are given the choice of paying bills online (using the IVR) or by using agent assistance. |
| • | Correspondence Handling
Difficulties within correspondence handling typically lie in a lack of flexibility in directing workflow; a lack of visibility of the handling process; and the sheer volume of correspondence received. The majority of correspondence handled by service agents relates to customer complaints, and it is particularly important that such correspondence is handled in a timely and informed manner to avoid compounding customer grievances. Servion can help you manage your correspondence through a channel of your choice and provides solutions that help monitor correspondence efficiently. |
| • | Pre-payment Metering
There will be an increased need for technology that will allow easy switching of customers between payment systems and suppliers. As customers become aware of the choices available to them, customer service and retention in this sector will also become a priority. Technology can be used to auto-identify pre-payment candidates, based on real-time, business-defined criteria and to trigger the various business processes required to move candidates into the pre-payment segment. |
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Superior customer care solution
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. We 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 generated more registrations for its loyalty program as a result. |
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Design and development of Self Service menus
A utility service provider needed Self Service menus to be designed and developed for its Customer Assistance Center. A large number of the calls handled by the agents were merely routine, which required information regarding office timings, branch addresses, payment, duplicate bills, and current balance. Servion designed and developed Self Service menus that took care of the above and call flow management improved.
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