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Concierge Introduction


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Walk through the products offered for Enhancement of Value Proposition

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Concierge Introduction

  1. 1. International SOSEnhancement ServicesRevisiting Value added programs withConcierge for driving customer experience
  2. 2. About International SOSCurrently, providing key services to88% of the Global Fortune 100The Industry leaders trust to ensure medical safety of employees traveling andresiding abroad. International SOS provides Concierge & Lifestyle solutions toleading Banks, Financial Institutions, Telecom, Airlines, Loyalty programs &Insurance Companies for serving seamless extension of their brand forinnovative brand Experience, business insights and actionable intelligence thatgenerate customer advocacy and drive business growth.The World’s leading international healthcare,medical assistance, and security services company
  3. 3. About International SOS •World leading company in mentioned services with a turnover of 1 billion USD •26 Alarm centers worldwide to serve international/domestic clients •Concierge provides White label services to around 100+ banks word wide One Stop Shop delivering exclusive Concierge & Lifestyle, Travel & Medical Emergency services for the affluent customer
  4. 4. About Medical & Security Assistance •Approximately 8000 Employees Worldwide •70000+ Global Network of Vendor for various Assistance services •Resident Doctors in the Alarm Center for Medical Emergencies •32 Emergency wholly Owned Clinics for Ground Support across the world •10 Dedicated Air Ambulance for Medical Emergencies - Singapore (2) – Lear Jet 35 A & Lear Jet 45 - Johannesburg (3) - Falcon 10, 2 Learjet 35A - Nurnberg (1) - Cessna Citation II - Beijing (1) – Hawker 800XP - Lagos (1) Learjet 45 - Abu Dhabi (1) Lear 45A
  5. 5. About Concierge & Lifestyle Assistance Concierge desk attends the call Currency Golf Access Customer is a member through his association via credit/debit card for various services Bookings Gifts Process the request through a back end of various service providers• Accessible 24/7/365 globally• English and multilingual (90+ languages & dialects spoken)• Immediate human contact – no IVR (unless required)• Phone, web and email options Specialized• On-line airline and hotel reservation systems Specialized• Global network of preferred providers
  6. 6. What We OfferArrays of services catering to different needs of Affluent customers Concierge Home Road side Global Global Medical Bespoke Services Assistance Assistance Travel Emergency Assistance Assistance Assistance Providing Value Added & Customize Services to Various Banking, Insurance, Telecom & Loyalty Programs
  7. 7. 1.Concierge & Lifestyle ServicesLuxury travel just got easier with International SOS behind the scenes Trip planning & assistance Airport VIP & lounge Language translation Currency rates & conversions Personal travel guide at destination Luxury car rental & limousine Golfing services Wine & Dine services Art & Culture services Shopping services Business services
  8. 8. 2.Home AssistanceTaking care of those little things that make a big difference Locksmith Plumbing Electrical Air Conditioner Service Pest Control Service Home Cleaning Service
  9. 9. 3.Automobile AssistanceKeeping People on the road or bringing them to safety Emergency Towing Roadside Repair Alternative Travel Assistance Repatriation of Vehicles Arrangement for Rental Transport Arrangement of Hotels Accommodation Assistance Faulty Battery Gasoline Refill Assistance Locksmith Assistance
  10. 10. 4.Global Travel AssistanceWe have the network & expertise for pre, during & post trip to support thebusy traveler Embassy referrals Lost luggage / passport assistance Lost card assistance Weather and foreign exchange information services Emergency message transmission assistance Interpreter referrals
  11. 11. 5.Global Medical Emergency AssistanceTapping into our network makes all the difference when you need the most Telephone medical advice Medical service provider referral Arrangement of house-call doctors Hospitalization, evacuation & repatriation Guarantee of medical expenses Monitoring during hospitalization Transportation of mortal remains
  12. 12. 6.Bespoke AssistanceDelight for the Ultra HNI and value add for program performance andcustomer loyalty Experiential packages Reward & Redemption Customize & Unique Experiences Global Events Luxury Sourcing
  13. 13. What we get to the table1.Concierge Help Desk 2.Proprietary Network•24*7 – 365 Days •SPIN is the global proprietary database of service providers•Service Level : 80% calls answered within 5 secs •58,000 Medical•Call Abandoned Rate : <5% •26,000 C&L•13 years of Indian Concierge experience • Credentialed Medical &•Catering to Private banking clients to HNI/Platinum Security providers • Travel & Legal referral•Screening Attributes Includes : data -Telephone Manners • Worldwide air -Writing Skills ambulance providers • Global embassy -Research & Problem Solving Skills information
  14. 14. What we get to the table3.Brand Experience Management 4.C&L Integrated Customer Behavior Name of the Customer :X Member since : 2007 445 469 500 450 355 400 350 300 250 160 200 150 100 50 0 1 2 3 4 Wake up Track Conference Restaurant Gift from Helicopter Yatch in Call Order Call Reservations Abroad in New York Paris “Every interaction with the customer is “Catering from Small Needs to Exotic.” a marketing event.”
  15. 15. How C&L benefitsImpact to the Service ProviderImpact to the Customer
  16. 16. International SOSWorldwide reachHuman touch