servion corporate book - spread
TRANSCRIPT
THE ART OFCUSTOMER EXPERIENCE
DESIGNED BY
E V O L U T I O N
Servion's pioneering efforts forced organizations to rethink their interaction with customers even as customers began to set expectations instead of following instructions.
Servion gave a new meaning to the term customer service – by setting new expectations among customers of public utilities / institutions.
R E P O S I T I O N
R E T H I N K
Customer interaction over isolated pieces of technology frustrates customers more than it enables them. In a major repositioning exercise, Servion brought together these disparate pieces of technology, introduced holistic processes of customer interaction and repositioned the Call Center to a Customer Interation Management philosophy.
IVR Era
Call Center Era
2000
Servion’s strength is undoubtedly its people.
What started out as an IVR and voice mail
company, gradually built its capabilities over
the years in custom application development,
Call Center Technology and Computer TelephonyIntegration (CTI).
1995
Designsand deploys first
IVR for IndiaDoT number change
announcement system
Increasesgeographical
footprintEnables adoption of
first IVR in thebanking industry
following privatization
Launcheshome grownproduct suite
Introducesthe 'pulse to tone
convertor' concept to enable old rotary phones
to accommodate a new age technology
like the IVR
R E V O L U T I O N
Servion revolutionizes the way organizations view Customer Interaction Management (CIM) and offers a new understanding of what CIM should deliver in terms of customer experience that is in line with the brand promise. This is the beginning of the Contact Optimization era.
The strong belief in the value that Customer Interaction
Management brings to an organization and its
customers and the vision to enhance every customer
interaction that happens around the globe is what drives
Servion forward. Today Servion handles around 7.2 billion
multimedia interactions a year for 600 customers around the world with over 1,000 installations across 61 countries.
.
Contact Optimization Era
2005 onwards
Buildsintegration with
4 of the top 5ACD Vendors
Buildsintegration with
4 of the top 5IVR platforms
Deploys the largest
Voice Portal projectin APAC
Designs and deploys solutions for over
100 financial institutionsacross the globe, and for
9 out of the top 12 telecomorganizations in the APAC,
India region
Handles1 out of every 2
telecom industrycustomer service
calls in India
Mid
dle
East,
North
Ameri
ca, Asia Pacific
R E V O L U T I O N
We want to positivelyimpact every single customer interaction around the world.
K. BalakrishnanManaging Director & Chief Executive Officer
58%
Data derived from survey, conducted by Dimensional Research and sponsored by ZenDeskin 2013
Stopped making purchases after a bad experience
continue to seek out company after 2 years
continue to avoid company after 2 years
24%
38%
will share a good experience on social m
ediaw
ill share a bad experience on social media
33%
45%
likelihood to share a good experiencelikelihood to share a bad experience
87%
95%
85%66%
86%had their buying decisionimpacted by negative reviews
discouraged others from buying from the company
warned others about doing business with the company
are more likely to tell othersabout their experience thanthey were 5 years ago
Customer Experience.By Design. ©
Purc
hase
d m
ore
after a
good experience
66%
Stopped making purchases after a bad experience
Having designed more than 1,000 solutions worldwide, we truly understand that the point of interaction is the moment of truth.
Because, it is at this point, that brands live or die.
We’ve helped several of our global customers deliver on their brand promise. Our consulting-led approach works towards optimizing contact to enable businesses to align their service strategy with their brand promise.
This is what we call Customer Experience. By Design. ©
Good Experience Attracts Customers
Bad Experience Loses CustomersB2C
B2B62%
42%
62%
Servion’s Golden Circle
Servion’s Golden Circle
DISCOVER
1. DISCOVER
Service Design
Assessment Modules
1. DISCOVER
2. DESIGN3. DEL
IVER Service Design
Assessment Modules
Install
Int
egra
te
Supp
ort
activity based costing -brand to strategy -
business process mapping - capacity planning -
CIM indexing - people & performance management -
self-service optimization - technology assessment -
CUSTOMER INTERACTION
M
ANAGEMENT BLUEPRINTCE. BD.Contact Optimization (C.O.)
1. DISCOVER
Service Design
Assessment Modules
Servion helps organizations discover and understand
customer interaction challenges and requirements.
We engage with organizations to discover
hidden opportunities they have at their
customer touch points. Every time a
customer interacts with an organization,
they have an expectation of how that
interaction should go. Hidden in that
expectation we believe, is an opportunity to
convert that customer into an advocate.
Helping organizations understand what
their customers expect is the starting point
of the engagement.
1. DISCOVER
2. DESIGN3. DEL
IVER Service Design
Assessment Modules Install
Int
egra
te
Supp
ort
activity based costing -brand to strategy -
business process mapping - capacity planning -
CIM indexing - people & performance management -
self-service optimization - technology assessment -
- process design process maps FDD dashboard self-service optimization - people design people training KPI knowledge transfer hiring - technology design technology selection RFP management architecture technology optimization
ServCare -platinum
gold silver
Managed Services - tools
platforms processes
ServInsights - ServIntuit -
FDD -
CUST
OM
ER IN
TERACTION MANAGEMEN
T BLUEPRIN
T
CustomerExperience.By Design.
Contact Optimization(C.O.)
Stopped making purchases after a bad experience
Stopped making purchases after a bad experience
Servion’s Golden Circle
DESIGN
Servion’s Golden Circle
DELIVER
1. DISCOVER
2. DESIGN3. DEL
IVER Service Design
Assessment Modules
Install
Int
egra
te
Supp
ort
- process design process maps FDD dashboard self-service optimization - people design people training KPI knowledge transfer hiring - technology design technology selection RFP management architecture technology optimization
CUSTOMER INTERACTION MAN
AGEM
ENT BLUEPRINT
CustomerExperience.By Design.ContactOptimization(C.O.)
1. DISCOVER
2. DESIGN3. DEL
IVER Service Design
Assessment Modules
Install
Int
egra
te
Supp
ort
- process design process maps FDD dashboard self service optimization - people design people training KPI knowledge transfer hiring - technology design technology selection RFP management architecture technology optimization
ServInsights - ServIntuit -
FDD -
CUSTOMER INTERACTION
M
ANAGEMENT BLUEPRINT
Contact Optimization (C.O.)
1. DISCOVER
2. DESIGN3. DEL
IVER Service Design
Assessment Modules
Install
Int
egra
te
Supp
ort
ServCare -platinum
gold silver
Managed Services - tools
platforms processes
ServInsights - ServIntuit -
FDD -
CUSTOM
ER IN
TERA
CTIO
N MANAGEMENT BLUEPRINT
CustomerExperience.
By Design.Contact
Optimization(C.O.)
We design customized, compelling Customer Interaction
Management (CIM) solutions that are aligned with the
brand promise and business objectives.
We enable organizations to deliver customer
experience in line with the brand promise,
when it was promised and how it was promised.
The point of interaction is well and
truly the moment of truth. Because it
is at this point, that brands live or die.
At this stage, customer interactions
are designed to offer a compelling
experience that differentiates one
organization from the other.
More often than not, there is a huge
gap between what customers expect
and what they ultimately get.
Bridging that gap and delivering an
experience in line with your brand
promise is critical. Is your brand
delivering on its promise? Servion
helps you with this; we translate your
brand promise into an interaction
strategy and finally see it through to
realization when rubber meets the
road.
T R A C T I O NEnd-to-End Capabilities Technology Stack
Services Stack
Research &Development
ConsultingSystems Integration
ProductDevelopment Application
Development
ManagedServices
Interactive Voice Response (IVR)
Computer Telephony Integration (CTI)
Web / Email / Chat
Outbound
Quality Management
Work Force Management
Speech Recognition
Customer Behavior Analytics
Social Media
AWARDS
CERTIFICATIONS
1,000 installations
61countries
600+ customers
7.2 billion multim
edia interactions / year
ISO
/IEC
2700
1: 2
005 c
ertifi
ed for information security managem
ent systems
ISO/IEC 27001: 2005
Leve
l 3 o
f Capability Maturity Module (CM
Mi)
LEVEL 3
DELIVERY PARTNERS
Service providers such as Cognizant, Servion Global Solutions, Mahindra Satyam and Wipro have business consulting capabilities in only some markets and are increasingly providing a level of business consulting capability across new markets to support their specific IT services projects.
In Gartner’s report titled “Market Trends: Need to Revolutionize the
Business Consulting Model in Asia/Pacific”, Servion has been
mentioned under the section “Bundled business consulting as a
value-add to IT services offerings from non-traditional business
consultants”.
GartnerIndustry Mentions:
Quick Facts
AWARDS
CERTIFICATIONS
DELIVERY PARTNERS
BUSINESS PARTNERS
From 60,000 channel partners worldwide,
Cisco selected Servion for the Global
Excellence Award in the 'Solution Innovation
Partner of the Year' category, 2013
Asian Banker Award 2013 for the ‘Best
Self-service Project’ along with Kotak Bank
for the APAC region
Best Contact Center Sale - APJC, Cisco
Collaboration Summit 2013
Best Integration of Cisco Technology, Cisco
Collaboration Summit 2013
Asian Banker Award 2012
for the ‘Best Call Centre Project’
along with CitiBank for the APAC region
Cisco’s Annual Excellence Award for Best Contact
Centre Solution, India 2010
Cisco’s Top Growth Partner Award, Singapore 2010
Cisco’s Excellence Club Award, Singapore 2010
‘Deal of the year’ award Tier 2 Partners category in
Advanced Technologies from Cisco 2008
Serviont Global Solutions Ltd.614/615, 6th FloorSector 30, DLF STAR TOWERGurgaon (Haryana) - 122 002
Phone: +91 124 4200164, 4200165Email: [email protected]
Delhi, India
Serviont Global SolutionsMenara Palma, 12th FloorJl. H.R. Rasuna Said Blok X2 Kav. 6Jakarta Selatan 12950
Phone: +6221 2939 1166Email: [email protected]
Serviont Global Solutions Pte Ltd1198 Toorak Road
Camberwell, Victoria – 3124
Email: [email protected]
Australia
MIDDLE EAST
Serviont Global Solutions Ltd.Unit No. 703, 7th Floor - 'Balarama'
Bandra-Kurla ComplexBandra (East)
Mumbai - 400 051
Phone: +91 22 2659 2185Email: [email protected]
Mumbai, India
Serviont Global Solutions Ltd.Office No. 901, Regus Business Centre,
Level 9, East Wing, Raheja Towers26/27 MG. Road,
Bangalore – 560 001.
Phone: +91 80 6792 0729Email: [email protected]
Bangalore, India
JAMS Technologies Pvt. Ltd.(a subsidiary of Servion)Registered office no. M 256Adinath SocietyPune-Satara RoadPune – 411 037
Email: [email protected]
Pune, India
Serviont Global Solutions Ltd.4/600, 7th StreetDr. VSI Estate Phase 2ThiruvanmiyurChennai - 600 041
Phone: +91 44 6108 4100Email: [email protected]
Chennai, India
Serviont Global Solutions Inc.3 Independence Way Ste. 304,Princeton, NJ 08540
Phone: +609 987 0044Email: [email protected]
USA
Serviont Global Solutions200 Brook Drive, Green Park
Reading, BerkshireRG2 6UB
Phone: +44 1189497716Email: [email protected]
Europe
Serviont Global SolutionsMenara Palma, 12th FloorJl. H.R. Rasuna Said Blok X2 Kav. 6Jakarta Selatan 12950
Phone: +6221 2939 1166Email: [email protected]
Indonesia
Serviont Global Solutions Pte LtdBlk 750A, #07-18 & 20
Technopark @ Chai CheeSingapore - 469 001
Phone: +65 3157 5777Email: [email protected]
Singapore
Serviont Global Solutions (Thailand) Co Ltd.17th Floor, Room No 10,55 Wave Place Building,
Wireless Rd., Lumpini,Pathumwan, Bangkok 10330
Phone: +66 8162 10513Email: [email protected]
Thailand
Serviont Global Solutions MSC Sdn BhdSuite 1601, Level 16, 1 SENTRALJalan Stesen Sentral 5, KL SentralKuala Lumpur 50470Malaysia
Phone: +60 3 2092 9282, 223, 225Email: [email protected]
Malaysia
NORTH AMERICA & EUROPE
ASIA PACIFIC
MIDDLE EAST
Serviont Global Solutions Ltd.Executive Suite Y1 - 50
PO Box 8722, SAIF Zone, Sharjah, UAE
Phone: +971 6557 2398/3493/3494Email: [email protected]
UAE
Servion Global Solutions specializes in Customer
Interaction Management (CIM) solutions that help
companies provide customer experience in line with
their brand promise.
MISSION
• To be the preferred partner to enable and empower our customers with Contact Optimization solutions that create a differentiated customer experience
• To create an institution that is singularly focused on performance, delivering outstanding results to all stakeholders
VALUES
• We respect the individual and encourage freedom of thought and practical innovation
• We are disciplined in our work habits, respect boundaries, and adhere to process
• We are careful with and value company resources as our own
• We are a responsive, customer centric organization and display high levels of ownership
• We provide an energized work environment, focused on continuous improvement, with emphasis on collaboration and team work
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