| The PRD is followed by application software design, development, and testing. Most of the development happens at our labs, while systems integration and rigorous testing is done at your site. We also prepare a customized user-training program to ensure that your staff administers the system without any difficulty. Illustrative techniques are used to explain features and functionalities supported by the system. In addition, your system administrators are trained on basic troubleshooting techniques. In order to prevent outages, solutions that send proactive alerts to your systems administrators are provided. These alerts will signal the onset of an outage and as a result enable quicker response. The PRD, administration and user manual, as well as the installation and troubleshooting manuals are handed over for reference.
Successful integration and systems testing finally culminates in UAT (User Acceptance Testing). At the time of project closure, the Servion team sits with the customer to get detailed customer feedback on Servion's performance and areas where performance can be improved.
Organizations often fail to think through the importance of consistent customer experience across various touch points, which results in customer dissatisfaction and probable churn. A recent study conducted by a US-based magazine states that 97% of respondents are unhappy with inconsistent service across channels and base their opinion about an organization on the first contact.
Servion's experience and expertise in the Customer Interaction domain has resulted in 'Reinforce' - a proactive and ongoing Customer Relationship program. Reinforce plays a vital role in enabling customers to take stock of their existing customer service setup from a people/ process and technology perspective using the Contact Optimization model.
As part of the program, Servion provides short-term and long-term recommendations to increase overall efficiency in customer facing processes. These recommendations are made irrespective of the customer's choice of contact. In addition, industry best practices are used to benchmark existing performance and measure gaps.
Reinforce also involves a re-engagement process where the recommendations made earlier are monitored and analyzed. A pre/ post scenario is also drawn up to illustrate business benefits and demonstrate value. | 
