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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Business Process Outsourcing (BPO)
Business Process Outsourcing (BPO) is the fastest growing segment of IT outsourcing, as organizations see the opportunity it offers to outsource business processes with the following benefits: the ability to focus on core competencies; cost savings; improved business process quality; flexibility in terms of technology; and reduced time to market.
There are quite a few challenges in setting up an Outsourced Contact Center and ensuring a fast positive cash flow. They include problems of initial investment, acquiring the first customer, consistently surpassing customer expectations in quality and quickly moving up the value chain in a seemingly overcrowded market. In order to achieve this, extensive domain knowledge and the technology / architecture that support your performance objectives are vital.
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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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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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Logistics
In a global service environment that caters to individuals as well as corporates, logistics and courier organizations are looking to reduce costs through a centralized structure, enhance quality of customer service and generate revenue. Customers want to retrieve information in a single attempt (details of consignment, time of delivery), be informed about the value-added services (online tracking of package, status notification), and avail round-the-clock, prompt and precise service.
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Retail
Today, people want to shop, buy products and check shipment status 24 hours a day. And customers increasingly demand fast, convenient, reliable access to information – especially updated accounts or order status details. More importantly, they require choices on where and how to access that information. In a situation like this, organizations need to understand the pace of change and evolve ways of delivering personalized attention to customers by adopting Customer Interaction solutions into the enterprise. Customer interactions happen all the time in the retail vertical, more than in any other vertical. Retailers not only interact with their customers but also with their vendor partners on an ongoing basis, and in many cases, their own sales and support staff who are located in remote locations.
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Stock Broking
Client interactions in stock brokerages are gaining importance as firms are beginning to realize the importance of maintaining a high level of customer service with their clients or risk losing them to competition. To provide customers with appropriate service levels, stock brokerages need to identify and segment their customers based on value and individual needs, moving from product focus to customer focus. High-value customers must be identified to deliver specialized services, maximizing revenue per customer via cross selling and up-selling opportunities. Stock brokerages need to optimize the number of interactions in every single trading session. This means handling a greater number of transactions, or allowing investors to handle their interactions in a self-service manner, or route their transactions directly to dealers.
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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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Utilities
The result of industry wide price-cutting, to the level where utilities' prices can scarcely go any lower, is that competition is increasingly based on non-price factors. Industry statistics now indicate that customers emphasize on quick resolution as a priority within customer service. Industry regulators increasingly support this customer stance by imposing financial penalties on utilities that do not meet complaint-handling timelines. Industry figures continue to show high levels of switching and with pressure being exerted on utilities allowed to pre-payment customers, this level is likely to increase.
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