Servion Global Solutions: Delivering excellent Customer Experience consistently
The Changing Customer LandscapePopular American movie ‘Chef’ mirrors the direct relationship brands and consumers enjoy today. Well-known actor Jon Favreau who plays a chef par excellence ends up miffing a food critic and destroying his career,before resurrecting in the second half with the help of his 10 year old twitter-savvy son. He does this with an excellent product- his cooking, and most importantly a direct connection with his consumers.
There were times when brands used to communicate with its customers, partners and employees only through personal interactions, today with the rise of web and social networks above email and phones the entire communication landscape has changed completely.
Brands no longer lead discussions. Consumers do. Brands who accept this shift in paradigm have at least a chance to achieve excellence in customer service delivery. This shift has resulted in a need to generate seamless, consistent high-value and integrated customer experiences regardless of the medium of communication the customer selects. Brands across the globe have been wrestling to manage interactions across all touch-points, now known as “omni channel customer experience”.
Delivering excellent customer experience has become the holy grail of brand building and marketing in the social era. Businesses invest millions of dollars in creating a brand. However, somewhere along the way, the brand promise is not delivered to consumers at the key touch points as it is not perfectly aligned with the contact management strategy. Sensing the lacuna and inability of organizations to communicate its brand value, Servion Global Solutions, offers cutting edge Customer Interaction Management (CIM) solutions and applications for Contact Centers, enhancing customer the experience of interactions via the phone, internet, email, chat and social media.
Servion’s ServIntuit helps organizations predict customer interaction intent based on behavioral and transactional knowledge of the customer
Articulating on the importance of customer experience management, Abhijit Banerjee, Vice President and Region Head - APAC says, “ ‘Customer Experience. By Design’ is the only way to achieve excellent and consistent service delivery goals. Secret lies in tailor making customer experience on the basis of a brand’s promise to its consumers. Thereafter comes the technology, the ability to interface the CIM platform with the back-end CRM and so on.”
Servion with its Asia Pacific regional headquarters in Singapore is a front-runner in the field of Customer Interaction Management. It has been relentlessly working towards enabling and empowering large consumers facing brands from banking, financial services, telecom, airlines, and other sectors with their Contact Optimization strategies for the past 12 years across multiple countries in the region.
Leading Customer Engagements Efficiently
To the customer, service at the point of interaction simply means meeting the expectations that he/she has of the brand. “When customers interact with a brand, they expect their experience to be in line with the brand promise. Service failure at that point indicates that the brand has failed to meet his/her expectations and customers typically revisit their opinion of the brand.”, adds Abhijit Banerjee .
To help businesses align their contact management strategy with the brand promise, Servion with its consultative-led approach and proven combination of deep contact optimization experience, business acumen and broad Contact Center technology knowledge, offers solutions across eight segments of the CIM industry (technology consulting, Contact Center intelligence and reports, agent productivity, outbound interaction management, self-service, workforce management, quality monitoring, and customer behavior analytics). “Our CIM solutions are delivered through the company’s Consulting and Engineering arms using six different services – application maintenance, custom application development, product design and development, systems integration, managed support services, and research and development”, explains Abhijit Banerjee.
Differentiating Factors
Servion surges ahead of competition by looking at customer interactions holistically and by having designed more than 1,000 CIM solutions to help global customers deliver their brand promise. “This we believe is what differentiates us and our engagement from other players in the industry worldwide”, says Abhijit Banerjee . The company engages with organizations to help them uncover the hidden opportunities across their customer touch points. Servion uses CIM Blueprint approach to identify gaps in the organization’s customer experience strategy. “This is a detailed design of the CIM infrastructure based on business requirements. It is based on the principle that the whole ‘contact landscape’ of an enterprise is the result of the interplay between three broad drivers – customer experience, accessibility, and capacity to deliver”, adds Abhijit Banerjee.
The Way Forward
Truly committed to enabling companies to fulfill their brand promise, Servion has become a trusted aide for driving technology to mark a significant change in today’s customer service landscape. ServIntuit and ServInsights are few of its homegrown platforms that have been designed to revamp the way brands interact with their potential customers.
Servion’s ServIntuit helps organizations predict customer interaction intent based on behavioral and transactional knowledge of the customer. ServInsights is a tool that collects data about customers and their interactions and transforms it into useful insights that enables businesses to create enhanced experiences for their customers. Determined to construct a bridge to adjoin customers’ expectation and its brand, Servion continues to partner with businesses having strong domain expertise to strengthen areas like workforce management and customer behavior analytics. Moving ahead, the company has plans to expand and increase its workforce globally and at the same time reinforce its global positioning with its CIM solutions.
To the customer, service at the point of interaction simply means meeting the expectations that he/she has of the brand. “When customers interact with a brand, they expect their experience to be in line with the brand promise. Service failure at that point indicates that the brand has failed to meet his/her expectations and customers typically revisit their opinion of the brand.”, adds Abhijit Banerjee .
To help businesses align their contact management strategy with the brand promise, Servion with its consultative-led approach and proven combination of deep contact optimization experience, business acumen and broad Contact Center technology knowledge, offers solutions across eight segments of the CIM industry (technology consulting, Contact Center intelligence and reports, agent productivity, outbound interaction management, self-service, workforce management, quality monitoring, and customer behavior analytics). “Our CIM solutions are delivered through the company’s Consulting and Engineering arms using six different services – application maintenance, custom application development, product design and development, systems integration, managed support services, and research and development”, explains Abhijit Banerjee.
Differentiating Factors
Servion surges ahead of competition by looking at customer interactions holistically and by having designed more than 1,000 CIM solutions to help global customers deliver their brand promise. “This we believe is what differentiates us and our engagement from other players in the industry worldwide”, says Abhijit Banerjee . The company engages with organizations to help them uncover the hidden opportunities across their customer touch points. Servion uses CIM Blueprint approach to identify gaps in the organization’s customer experience strategy. “This is a detailed design of the CIM infrastructure based on business requirements. It is based on the principle that the whole ‘contact landscape’ of an enterprise is the result of the interplay between three broad drivers – customer experience, accessibility, and capacity to deliver”, adds Abhijit Banerjee.
The Way Forward
Truly committed to enabling companies to fulfill their brand promise, Servion has become a trusted aide for driving technology to mark a significant change in today’s customer service landscape. ServIntuit and ServInsights are few of its homegrown platforms that have been designed to revamp the way brands interact with their potential customers.
Servion’s ServIntuit helps organizations predict customer interaction intent based on behavioral and transactional knowledge of the customer. ServInsights is a tool that collects data about customers and their interactions and transforms it into useful insights that enables businesses to create enhanced experiences for their customers. Determined to construct a bridge to adjoin customers’ expectation and its brand, Servion continues to partner with businesses having strong domain expertise to strengthen areas like workforce management and customer behavior analytics. Moving ahead, the company has plans to expand and increase its workforce globally and at the same time reinforce its global positioning with its CIM solutions.
