Our journey of work has been full of rich and varied experiences.
The following is an indicative list of work done in the recent past :
Unique Service Design
Our customer, a world leader in petroleum products, explored the possibility of providing services to their consumers. The service design focused on customer expectations at various points of interaction. Accordingly, services and standards were developed. We further worked with the company in ensuring that their teams were trained and empowered to deliver world class services. These were accomplished by working closely with marketing, training and service teams to ensure the highest standards of service.
Six Sigma and Great Service
Our customer, a Fortune 500 company, had recently taken over an existing business and were launching a global financial services brand in the country. We studied market conditions and proceeded to work accordingly. A service design blueprint was developed for customer interactions on the phone, at the branches and at customer premises. To ensure the highest standards of service, an experience implementation and measurement system was also developed and rigorously implemented.
Experience across Touch points
A comprehensive service blueprint that defined customer handling and front facing processes across all dealerships was developed. Activities such as workshops, reward programs and mystery audits were regularly conducted to ensure compliance.
Better Relationships
Our customer, a large Managed Healthcare company, wanted to focus on improving relationships. An integrated programme, that looked at patient interactions at all touchpoints in the system, OPD, IPD, Tests, at home services and telephone interaction, was worked upon.
In addition Relationship Programmes for large corporate clients who wanted to focus on employee health have also been worked upon.
Happier and Rewarded Employees
Our customer, a Fortune 500 company specialising in technology based lifestyle products, wanted solutions to improve employee engagement. The activity was initiated after a nationwide and comprehensive feedback from employees at all levels. The solution consisted of a powerful online and offline rewards and recognition program, and on ground employee experience workshops. It has now been rolled out in multiple countries and regions and is considered a benchmark programme.
An Accessible Web
Our customer, a top 5 IT Services company, wanted to improve the overall experience of their online presence. The focus was also to improve conversion metrics and increase outreach to various audiences. The focus of our work was on strictest standards that improved accessibility, usability and content quality. In addition, specific programmes and sites were developed to reach out to identified communities and engage them in an ongoing conversation.