Srs Pvt Ltd


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Srs Pvt Ltd

  1. 1. Solution Research Services Pvt. Ltd Connecting you to your customers Company Profile & Service Offerings
  2. 2. Connecting you to your customers <ul><li>About us </li></ul><ul><li>Vision </li></ul><ul><li>Mission </li></ul><ul><li>Policy </li></ul><ul><li>Competence </li></ul><ul><li>SRS Approach </li></ul><ul><li>Functional expertise </li></ul><ul><li>SRSTECH( Online solution ) </li></ul><ul><li>Business Sectors </li></ul><ul><li>Clients </li></ul><ul><li>Contact </li></ul>Agenda
  3. 3. Connecting you to your customers About Us <ul><li>SRS is a Customer Experience Management (CEM) and Market Research Company, a brainchild of Amit Singh and Kumar Manish, two dynamic management professionals, who have grown increasingly concerned with the levels of services received within different service industry. </li></ul><ul><li>Solution Research Services is India’s new generation provider of solutions and consultancy for sustainable customer experience solutions, data warehousing and market research for resources available for our clients. </li></ul><ul><li>SRS passionately believe that excellent research and its effective consultancy can contribute significantly to the business development and transformation necessary to provide a better quality of customer service for our clients, while also ensuring our clients management and business policy are protected and respected. </li></ul><ul><li>Having diverse industry experience in management. </li></ul><ul><li>We provide consulting services in the area of Customer experience management, Mystery Shopping, Business planning, Business Strategy, Marketing & Research. </li></ul>
  4. 4. Connecting you to your customers Vision <ul><li>To establish, sustain and perform world class innovative solutions of </li></ul><ul><li>Customer Experience Management, data Warehousing & market research. </li></ul><ul><li>2. To suggest pertinent and actionable recommendations to our clients for high class customer service paradigm to the end consumers and sustainable business practices in the ever increasing competition and demanding customers. </li></ul>
  5. 5. Connecting you to your customers Mission “ Future-proof operations, customer service and business development of our esteem clients through world-class research innovation.”
  6. 6. Connecting you to your customers Policy <ul><li>To work as a catalyst for new thinking in our organization and strive to inspire teams to creatively approach business problems and client grievances and identify strategic growth opportunities. </li></ul><ul><li>To design diverse disciplines allowing our clients to apply expertise of SRS from outside their niche to discover new applications that may not be apparent otherwise. </li></ul><ul><li>To benefit our clients from our proven blended approach to data analysis, review of customer satisfaction parameters, training and mentoring the sales practices, and appraisal of business impacts. </li></ul><ul><li>To get attested by our clients to our commitment to provide them the best service in the industry, and renew our partnership agreement every year or when required. </li></ul>
  7. 7. Connecting you to your customers Competence SRS – Understanding the effects of services offered V alue f or money Field manpower I nnovative solutions Offering customized services
  8. 8. Connecting you to your customers SRS Approach 1. Fully comprehend our clients’ needs and use our broad experience and consulting skills to suggest most effective research solutions 2. Providing extra value to our clients by proactive and pragmatic approach 3. Selection of mystery shopper is critical to gauging customer feedback for mystery audit 4. Innovative mystery audit procedure through (m8) 5. Complete real time solution for customer experience measurement 6. Maximising Quality 7. Minimising Cost for the Client SRS Approach
  9. 9. Connecting you to your customers <ul><li>Moments of Truth </li></ul><ul><li>CEM starts by identifying all the moments of truth events when customer interacts with the company </li></ul><ul><li>                                                                                                                                                      </li></ul><ul><li>Which MOT have the greatest impact on customer retention, development & acquisition? </li></ul><ul><li>On which MOT do employees have the greatest impact? </li></ul>SRS Approach
  10. 10. Functional expertise <ul><li>Customer Experience Management </li></ul><ul><li>Mystery Shopping program (m8) </li></ul><ul><li>Trade & Merchandizing Feedback (TMF) </li></ul><ul><li>Competitive Intelligence </li></ul><ul><li>Customer loyalty Program </li></ul><ul><li>Data Research and Analysis </li></ul><ul><li>Consumer & Brand Research </li></ul><ul><li>Project & Business Consulting </li></ul>
  11. 11. Connecting you to your customers <ul><li>SRS offers real time customer experience solution through mystery shopping program (m8) which primarily consists of:- </li></ul><ul><ul><li>Product Price Tracking </li></ul></ul><ul><ul><li>Call Center Operational Excellence </li></ul></ul><ul><ul><li>Sales Operational Excellence </li></ul></ul><ul><ul><li>After Sales Service Excellence </li></ul></ul><ul><ul><li>In store service excellence </li></ul></ul>Functional Expertise – Mystery Shopping “m8”
  12. 12. Connecting you to your customers <ul><li>M ystery Shopping Service - Custom Design </li></ul><ul><li>M ystery Shopping Type </li></ul><ul><li>M y Distinctiveness (Questionnaire Design) </li></ul><ul><li>M ystery Shoppers </li></ul><ul><li>M anagement, Briefing & Shopping </li></ul><ul><li>M apping & Grading of Shopper’s Report </li></ul><ul><li>M easurement, Compiling & Reporting (Online) </li></ul><ul><li>M ining & Data analysis (With actionable Insights) </li></ul>Functional Expertise – Mystery Shopping “m8”
  13. 13. Connecting you to your customers <ul><li>Overall measure your performance through: </li></ul><ul><ul><li>Continuous performance measuring (CPM) and, </li></ul></ul><ul><ul><li>Continuous competition mapping (CCM) </li></ul></ul>Functional Expertise – Trade & Merchandizing feedback ‘TMF’ <ul><li>Continuous performance measuring (CPM) </li></ul><ul><li>Know the breadth & depth of your every SKU. </li></ul><ul><li>Know the product penetration / availability at retail. </li></ul><ul><li>Know the point of Sale material for each SKU. </li></ul><ul><li>Know your retailers stocking patterns. </li></ul><ul><li>Know the approach for your SKU Display & Visibility. </li></ul><ul><li>Know the Product attribute’s communication to </li></ul><ul><li>customers </li></ul><ul><li>Know Competition </li></ul><ul><li>Know and test your consumer awareness of products </li></ul><ul><li>at stores/retail. </li></ul><ul><li>And finally test the consumer awareness for your </li></ul><ul><li>Point of Purchase (POP) in store/retail location </li></ul><ul><li>Continuous competition mapping (CCM) </li></ul><ul><li>Let you know; how is the competition doing? </li></ul><ul><li>Let you know; how are you doing versus the </li></ul><ul><li>competition? </li></ul><ul><li>Let you know; who is a true competitor - and who is </li></ul><ul><li>not? </li></ul><ul><li>And finally let you know; are the competitors strong </li></ul><ul><li>Or weak ? </li></ul>
  14. 14. Connecting you to your customers <ul><ul><li>To check & Identify the key factors of the customer experience </li></ul></ul><ul><ul><li>components in your industry. </li></ul></ul><ul><ul><li>To determine what the delight-driving behaviors that create </li></ul></ul><ul><ul><li>loyalty and advocacy. </li></ul></ul><ul><ul><li>To build & model a sophisticated, behavior-based survey. </li></ul></ul><ul><ul><li>To Identify which competitors should be targeted for </li></ul></ul><ul><ul><li>intelligence-gathering, such as industry leaders, top rivals, new </li></ul></ul><ul><ul><li>entrants, growing rivals, etc. </li></ul></ul>Functional Expertise – Competitive Intelligence
  15. 15. Connecting you to your customers We applied a multi-stage research approach for loyalty programs; SRS believes that the key challenge in developing an effective rewards program is researching the key elements that will drive loyalty. Functional Expertise – Customer Loyalty Program
  16. 16. Connecting you to your customers SRS qualifies data with a strong consumer focus retail, financial, communication, and marketing organizations. It enables our esteem clients to determine relationships among &quot;internal&quot; factors such as price, product positioning, or staff skills, and &quot;external&quot; factors such as economic indicators, competition, and customer demographics. And, it enables them to determine the impact on sales, customer satisfaction, and corporate profits. Finally, it enables them to &quot;drill down&quot; into summary information to view detail transactional data. <ul><li>Different Interferences </li></ul><ul><ul><li>Classes : Stored data is used to locate data in predetermined groups. For example, a retail chain analyzes customer purchase data to determine when customers visit and what they typically purchase. </li></ul></ul><ul><ul><li>Clusters : Data items are grouped according to logical relationships or consumer preferences. For example, data is analyzed to identify market segments or consumer affinities. </li></ul></ul><ul><ul><li>Associations : Data analysis is essential to identify associations. The dolomite occasionally associated with Gold is an example of associative analysis. </li></ul></ul><ul><ul><li>Sequential patterns : Data is mined to anticipate behavior patterns and trends. For example, an outdoor equipment retailer could predict the likelihood of a Granulator being purchased based on a consumer's purchase of Jaw crusher and Conversion kit for converting crushed stone to granules. </li></ul></ul>Functional Expertise – Data Research and Analysis
  17. 17. Connecting you to your customers Functional Expertise – Consumer & Brand research <ul><li>We handle the entire gamut of Marketing and </li></ul><ul><li>Research services, such as: </li></ul><ul><ul><li>Consumer Insight Surveys </li></ul></ul><ul><ul><li>Customer Feedback Exercise </li></ul></ul><ul><ul><li>Customer Satisfaction Research </li></ul></ul><ul><ul><li>Exit Interviews </li></ul></ul>
  18. 18. Connecting you to your customers <ul><li>Our Services :- </li></ul><ul><ul><li>Customized Reports </li></ul></ul><ul><ul><li>Structured Reports </li></ul></ul><ul><ul><li>Analytical Reports </li></ul></ul><ul><ul><li>Business Intelligence Reports </li></ul></ul>Functional Expertise – Project & Business Consulting
  19. 19. Connecting you to your customers Functional expertise – Customized Services weakness in service Employee survey We measure internal service quality; identify employee perceived obstacles to improve service; track employee moral and attitudes Lost customer research We determine the reasons why customers defects Future expectation research We Forecast future expectations of customer develop and test new service ideas Customer complaint solicitation We identify dissatisfied customers to attempt recovery; identify most common categories of service failure for remedial action Relationship surveys We assess company service performance compared to competitors; identify service improvement over time Post transaction surveys We obtain customer feedback while service experience is fresh; act on feedback quickly if negative patterns develop Customer focus group We use at input for quantitative surveys; provide a forum for customers to suggest service improvement area
  20. 20. Connecting you to your customers What is SRSTECH? SRSTECH is a New Concept in the field of mystery shopping and corporate inspection of retail outlets. SRSTECH provides the complete corporate inspection program infrastructure, from electronic collection of the inspection through web-based reporting. SRSTECH consists of a Core Template that can be quickly and inexpensively modified to meet the needs of any inspection program. Who is SRSTECH designed for? SRSTECH is designed for the Corporate Administrator responsible for mystery shopping or internal inspection programs (i.e. safety, quality, image, price check, inventory check, service etc.) of retail outlets. SRSTECH “Online solution”
  21. 21. Connecting you to your customers <ul><li>SRSTECH Key Advantages </li></ul><ul><li>1. Information accuracy - </li></ul><ul><li>SRSTECH’s on-site electronic data collection model assures that auditors will be completing inspections at the appropriate location and within the timetable that you specify. </li></ul><ul><li>SRSTECH eliminates the possibility of audit falsification, assuring our field staff and site ownership that audits are conducted in the most professional manner possible. </li></ul><ul><li>SRSTECH's digital picture incorporation verifies that the inspector was on-site and visually documents the problem areas uncovering during the inspection. </li></ul><ul><li>2. Information consistency – </li></ul><ul><li>SRSTECH provides a consistent infrastructure that all inspectors utilize, even when multiple inspection firms are incorporated into the program. </li></ul><ul><li>SRSTECH enables us to conveniently add and substitute inspection firms as the program requires. </li></ul><ul><li>3. 24-hour turnaround – </li></ul><ul><li>SRSTECH's complete electronic data collection and data base infrastructure assures that complete inspection results will be available to your site ownership, field staff and management within 24 hours of completion, including digital pictures. </li></ul><ul><li>This rapid turn around assures that the inspection results will be as 'actionable' as possible . </li></ul><ul><li>4. Web-Portal – </li></ul><ul><li>SRSTECH provides a complete 'one-stop shopping' information web site for all information pertaining to our inspection program. </li></ul><ul><li>All reporting, news and program information are readily available to site owners, field staff and our management in a convenient single location. </li></ul><ul><li>The SRSTECH Corporate Web-Portal can conveniently interface with our existing corporate intranet web site, including the ability to screen reporting based upon the user. </li></ul><ul><li>5. Web-Reporting – </li></ul><ul><li>SRSTECH’s template provide the full range of reporting needs for site owners, field staff and management. </li></ul><ul><li>The Audit Level Report </li></ul><ul><li>The Trend Rollup Report </li></ul><ul><li>The Personal Report </li></ul>SRSTECH “Online solution”
  22. 22. Connecting you to your customers <ul><li>SRS offers a full range of mystery shopping services in a variety of industries: </li></ul><ul><li>Hospitality: Hotels, Resorts, Time Share, Spas, Clubs & Serviced Apartments </li></ul><ul><li>Airlines & travel </li></ul><ul><li>Food Service: Restaurants, Quick Service, Kiosk, Take Away, Fine Dining, Bars, Nightclubs, Drive In, Coffee Shops, Home Delivery etc. </li></ul><ul><li>Family Entertainment Centers: Malls, Cinemas, Theaters, Amusement Parks </li></ul><ul><li>Retail: Shops, Boutiques Supermarket, Hypermarket </li></ul><ul><li>Automobile Showrooms and Service workshops </li></ul><ul><li>Banks, NBFC, Insurance, Mutual Funds and Brokerages </li></ul><ul><li>Manufacturing (Chemical, Minerals, etc) </li></ul>Business Sectors
  23. 23. Connecting you to your customers Esteem Clients ...and many more…… Connecting you to your customers Esteem Clients ...and many more……
  24. 24. Connecting you to your customers Contact We look forward to fulfilling the specific needs of your company, by providing an unbiased and objective evaluation relating to the company’s target goals. You are invited to contact us for a no obligation free consultation. Solution Research Services Pvt. Ltd. Corporate Office – M – 2/13, III Floor, Model Town -3, New Delhi -110009, India Landline: +91-11-27411142 Cell: 9310079393/9310079601 Web: E-mail – [email_address]
  25. 25. Connecting you to your customers Thank You