Servion Corporate Book - spread

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%


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


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.)




DESIGN


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


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


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.


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


Chennai, India

Serviont Global Solutions Inc.3 Independence Way Ste. 304,Princeton, NJ 08540


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


Indonesia

Serviont Global Solutions Pte LtdBlk 750A, #07-18 & 20

Technopark @ Chai CheeSingapore - 469 001


Singapore

Serviont Global Solutions (Thailand) Co Ltd.17th Floor, Room No 10,55 Wave Place Building,

Wireless Rd., Lumpini,Pathumwan, Bangkok 10330


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

w w w . s e r v i o n . c o m

Servion Corporate Book - spread

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