To keep pace with the ever increasing demand for real-time customer service, shifting to mobility has become inevitable for the insurance industry. In
today's scenario, where real-time servicing of customer requests 'on the fly' has become a norm, mobile technology seems ideally positioned to
enable insurers gain a competitive advantage. Mobile solutions enable faster and improved communications between customers, field agents,
and the central processing office of the insurer.
Adopting mobile technology can help insurers
enhance customers' experiences, increase
productivity, while keeping a check on costs, and
mitigating operational risks.
Successful Customer Communication with Adobe ADEPDieter Hovorka
How you can enforce successful Customer Communication by using Adobe solutions. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
Why do different customer segments have special needs to win customer. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
Dear Shareholder,
Successful companies choose what they want to do and then they
actually do it better than others. While doing so, they learn and improve.
As we close the year, we can look back and count many things that we
achieved and did well. At the same time, there is tremendous
opportunity ahead.
This past year, we at MphasiS sustained our transformation journey and
sharpened our focus in key areas. We chose our strategy and executed
to plan. While we did this, we looked at improving our profitability. The
combination of operational excellence and improved quality of revenue
helped us achieve this goal.
Our hyper-specialisation journey continues and is generating a higher
quality pipeline. The changing landscape of the services market place
offers us a unique opportunity to surge ahead in our select areas.
In line with the above direction, we are embarking on an exciting journey.
Our next phase of three years will see us drive greater differentiation through several efforts such as:
• Greater investment in Go-to-Market activity while keeping an eye on maintaining our margins. We are confident that this will translate into more investment in Sales, Solutioning and Marketing.
• Be known for having one of the best sales and customer engagement teams. To enable this, we have engaged a top notch consulting firm, which will help with the transformation.
• Achieve leadership in select areas of emerging services. We have chosen Mobility and Advanced Analytics. You will see us making investments in these two areas.
• Invest in building partnerships in chosen solution segments and be known for best-of-breed services in the solution areas. We are going to build a team that will manage this solution business with first class ‘domain experts’.
We are building an engine crucial for our success. This will result in attracting and nurturing world-class professionals.
Our fundamentals are strong and we have demonstrated our strategy in action. This journey is by no means complete. We are excited by the enthusiasm, participation and partnership of employees,customers and shareholders.
We have miles to go and I am confident that some of our efforts today will set a benchmark for the industry in the future.
Regards,
Ganesh Ayyar
CEO
Tavant Technologies Showcases its Field Service Mobilty Solution at WCM 2012 Tavant Technologies Inc.
Automation of Warranty Management applications helps improve warranty KPIs and reduce costs. But there is another other side of warranty that connects to the field repair process, which is often overlooked.
Service technicians are usually in the field to fix the customers’ problems proficiently, and should not be bothered with any other issues that could delay or hold their work. Be it preventive maintenance, unscheduled repair or warranty replacement, troubleshooting and decision making in the field is often intricate and time-consuming.
Also, field technicians strive to understand complex contract or warranty entitlements, policies, or service bulletins to make on-field decisions on troubleshooting or to evaluate the coverage for billing and warranty or service contracts.
Therefore, it’s important for organizations to mobilize their field service staff by automating the field service tasks, and connecting transactions in the field with warranty, contracts and other backend ERP systems.
In this white paper, the author discusses the real-life challenges faced by field technicians and how they can be empowered with mobility solutions to improve field productivity, increase accuracy of diagnostics, reduce warranty and invoicing cycle times, enhance service revenues, and most importantly, improve customer experience to make service excellence a strong selling point.
To keep pace with the ever increasing demand for real-time customer service, shifting to mobility has become inevitable for the insurance industry. In
today's scenario, where real-time servicing of customer requests 'on the fly' has become a norm, mobile technology seems ideally positioned to
enable insurers gain a competitive advantage. Mobile solutions enable faster and improved communications between customers, field agents,
and the central processing office of the insurer.
Adopting mobile technology can help insurers
enhance customers' experiences, increase
productivity, while keeping a check on costs, and
mitigating operational risks.
Successful Customer Communication with Adobe ADEPDieter Hovorka
How you can enforce successful Customer Communication by using Adobe solutions. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
Why do different customer segments have special needs to win customer. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
Dear Shareholder,
Successful companies choose what they want to do and then they
actually do it better than others. While doing so, they learn and improve.
As we close the year, we can look back and count many things that we
achieved and did well. At the same time, there is tremendous
opportunity ahead.
This past year, we at MphasiS sustained our transformation journey and
sharpened our focus in key areas. We chose our strategy and executed
to plan. While we did this, we looked at improving our profitability. The
combination of operational excellence and improved quality of revenue
helped us achieve this goal.
Our hyper-specialisation journey continues and is generating a higher
quality pipeline. The changing landscape of the services market place
offers us a unique opportunity to surge ahead in our select areas.
In line with the above direction, we are embarking on an exciting journey.
Our next phase of three years will see us drive greater differentiation through several efforts such as:
• Greater investment in Go-to-Market activity while keeping an eye on maintaining our margins. We are confident that this will translate into more investment in Sales, Solutioning and Marketing.
• Be known for having one of the best sales and customer engagement teams. To enable this, we have engaged a top notch consulting firm, which will help with the transformation.
• Achieve leadership in select areas of emerging services. We have chosen Mobility and Advanced Analytics. You will see us making investments in these two areas.
• Invest in building partnerships in chosen solution segments and be known for best-of-breed services in the solution areas. We are going to build a team that will manage this solution business with first class ‘domain experts’.
We are building an engine crucial for our success. This will result in attracting and nurturing world-class professionals.
Our fundamentals are strong and we have demonstrated our strategy in action. This journey is by no means complete. We are excited by the enthusiasm, participation and partnership of employees,customers and shareholders.
We have miles to go and I am confident that some of our efforts today will set a benchmark for the industry in the future.
Regards,
Ganesh Ayyar
CEO
Tavant Technologies Showcases its Field Service Mobilty Solution at WCM 2012 Tavant Technologies Inc.
Automation of Warranty Management applications helps improve warranty KPIs and reduce costs. But there is another other side of warranty that connects to the field repair process, which is often overlooked.
Service technicians are usually in the field to fix the customers’ problems proficiently, and should not be bothered with any other issues that could delay or hold their work. Be it preventive maintenance, unscheduled repair or warranty replacement, troubleshooting and decision making in the field is often intricate and time-consuming.
Also, field technicians strive to understand complex contract or warranty entitlements, policies, or service bulletins to make on-field decisions on troubleshooting or to evaluate the coverage for billing and warranty or service contracts.
Therefore, it’s important for organizations to mobilize their field service staff by automating the field service tasks, and connecting transactions in the field with warranty, contracts and other backend ERP systems.
In this white paper, the author discusses the real-life challenges faced by field technicians and how they can be empowered with mobility solutions to improve field productivity, increase accuracy of diagnostics, reduce warranty and invoicing cycle times, enhance service revenues, and most importantly, improve customer experience to make service excellence a strong selling point.
Service&support as a strategic imperativeCatalina Popa
Leading edge companies regard their support organization as a strategic enabler, empowering support agents and focusing on impacting customer satisfaction. In doing so they are adopting a cross-channel support strategy, which includes remote support technologies. The results are real boosts in customer satisfaction and reduced support costs.
Webinar on the shift in measuring customer differentiation from satisfaction to engagement, where customers emotionally connect with the service organization versus simply receive service within preestablished time limits. Source of competition for companies looking to differentiate themselves on other than simply price.
Infosys' Customer Relationship Management solution helped the client achieve process harmonization enabling them to serve their customers better - providing the right solutions at the right time
Service&support as a strategic imperativeCatalina Popa
Leading edge companies regard their support organization as a strategic enabler, empowering support agents and focusing on impacting customer satisfaction. In doing so they are adopting a cross-channel support strategy, which includes remote support technologies. The results are real boosts in customer satisfaction and reduced support costs.
Webinar on the shift in measuring customer differentiation from satisfaction to engagement, where customers emotionally connect with the service organization versus simply receive service within preestablished time limits. Source of competition for companies looking to differentiate themselves on other than simply price.
Infosys' Customer Relationship Management solution helped the client achieve process harmonization enabling them to serve their customers better - providing the right solutions at the right time
Webinar: Market & Customer Intelligence on Gwalior for Distribution Franchise...pManifold
The revised MP Distribution Franchisee (DF) RFPs for Gwalior, Ujjain and Sagar has brought down on average coverage area by 100%, number of consumers and electricity sales by 60% and number of DTCs by 77%, with move from district level to city level. There is now mandated capex of Rs. 170 cr for Gwalior, Rs. 70 cr. for Ujjain and Rs. 30 cr. for Sagar and target ATC reductions to 15% in 2 years.
With 30+ companies in the race, already 3 RFP revisions with wider stakeholder engagement, and removal of stringent cash accrual qualification criterion, the bids will likely be more competitive and also volatile. It has become more important now to integrate various perspectives and data sets of information to validate assumptions and prepare informed bidding numbers.
Social: Session 7: Turbocharging Customer Service Through Social TechnologiesSugarCRM
Social media - Twitter, Facebook, discussion forums, ideation communities, social listening platforms to name a few - can be used to help companies deliver a customer service experience that aligns with customer expectations. This alignment ultimately results in a more loyal customer base and a quantifiably larger wallet share. However, the value of these social technologies can’t be realized by just bolting them onto a suboptimal contact center. This presentation describes the foundational elements that your contact center must get right before you consider adding social technologies, and how social technologies can be deployed in a manner that extends current capabilities, and reinforces the customer experience and company brand.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Digital Customer Service is customer service that is provided through digital channels, like website support, live chat, email, social media and messaging apps.
As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. By adding new digital silos, many companies have created disjointed islands of context, knowledge bases and automation. However, if digital self-serve and human support are fully integrated and aligned to customer needs and expectations, digital customer service can bring significant benefits such as increased revenue, reduced cost to serve, and higher customer satisfaction.
This presentation defines what digital customer service is and the importance of creating a smooth and seamless omnichannel support for a compelling customer experience. It explains the eight most commonly used digital channels and the mistakes to avoid. Finally, it covers the key techniques and skills for the delivery of excellent customer service and the best practices to manage an omnichannel support system.
LEARNING OBJECTIVES
1. Acquire knowledge and the key concepts of Digital Customer Service
2. Describe the approach, practices and skills for delivering efficient and effective Digital Customer Service
3. Highlight the pitfalls to avoid and success factors for Digital Customer Service
CONTENTS
1. Introduction and Key Concepts of Digital Customer Service
2. Approaches and Practices of Digital Customer Service
3. Techniques and Skills for Human Supported Digital Customer Service
4. Pitfalls to Avoid and Factors for Success
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
VINVOX’s telematics applications help automotive industry clients secure customer loyalty, win new business, and make informed strategic decisions based on accurate real-time data.
Slides from my keynote this afternoon in Paris at the Enterprise 2.0 SUMMIT. Overview of where social business is, what the macro trends are, and the story about consumerization, big data, analytics, and much more.
To keep pace with the ever increasing demand for real-time customer service, shifting to mobility has become inevitable for the insurance industry. In today's scenario, where real-time servicing of customer requests 'on the fly' has become a norm, mobile technology seems ideally positioned to
enable insurers gain a competitive advantage.
Presentation at 2013 ACORD LOMA Conference on moving insurance to a world of digital congress, from electronic apps to e-signatures, straight through processing, and image management. Presented in partnership with AXA Equitable's Nick Intrieri
Similar to pManifold Utility_Customer_Engagement_AnnualPackage (20)
Destination Bihar : Opportunities in Bihar State’s Transmission and Distribut...pManifold
The prime objective of the presentation is to create an awareness, amongst investors, of the substantial opportunity present in the State as well as the support provided by the State to private players participating in the Sector
1. CUSTOMER ENGAGEMENT ANNUAL PACKAGE
Customer Intelligence,
Education, & Satisfaction
for Distribution Utilities
Catalyzing emerging business models through
STAKEHOLDER ENGAGEMENT | CONSULTING | RESEARCH
2. Indian Customers: ‘We are like that only’, a mosaic of Tradition
and Modernity
Below ex. though seemingly divergent has hidden answer to raise viable Indian utilities?
We are full of contradictions… Still major transformations exist…
Why less protests against local petrol/diesel/gas •Good road quality with pay for use
Distributors, vs electricity/water Operators? Roads/Tolls Toll model
Why willingness to pay for bottled water, but fuss on •Falling tariff rates & mobile device
metered water (Rs. 12 per Lit vs. Rs. 12 per 1000 Lit)? Telecom costs with increasing quality
Why most power thefts undertaken by well-to-do
•Lower default rates than big
customers? Micro Finance organised banks
Why certain caste/income/occupational communities
shows marked differences in their hygiene, social •Increasing world class infra and
norms, payment behaviors and various consumption Airport service quality with dropping air
tariffs
habits?
Why people couldn’t quit smoking, even knowing its •Costly Rs. 12+ bottle has become de
Bottled water facto during travels across all classes
injurious to own health and of others?
Why people have crowding tendency when in •Higher penetration rates than even
queue/jams, and further delaying overall results? Cable/Dish TV power and water legal connections
Why still face-to-face transactions preferred over
•High rise of Home delivery &
online, inspite its easy access and assured security?
Retail Franchisee models in growing
Why private coaching is on high rise, inspite high Organised & branded Retail
costs? •Rising demand from innovations in
asset financing has increased
Why do people spit in places not meant for, and Automobile International players and overall
especially where there are instructions not to? quality
04/04/2013 www.pManifold.com 2
3. What changes in running your Utility could bring higher ROI?
Loss reduction Technologies are long known
Data crunching is already huge
High investments are already getting made
Bringing accountability through private
change management is on its ramp up
… Still what is missing that can glue all above
to create force strong enough to pull utilities
out of deficit?
04/04/2013 www.pManifold.com 3
5. But why care to listen & act upon actively to Customers?
… because it is their behaviors and non-cooperation that contributes to significant
portion of your Revenue, Time and Effort losses
• Part Payment by Consumer
1 • Non Delivery of Bills
Technical Commercial Contributed by • Non Payment by Consumer (Defaulters)
• Premise Disconnected with Dues
Losses Losses × Forced
Customer
Behaviors • Consumer not billed / under-billed
2 • Provisional Billing
× Missing • Bills pending for Quality Check (BQC)
Customer side • Bills pending for assessment
1 Utility Processes • Meters installed but not appearing in data base
• Un-metered connections
2
• Meter (address) not traceable
3 • Import / Export Metering Error
• Meter Calibration/Testing Errors
• Stop / Slow / Defective Meter
3
• Meters not read
• Mismatch of Meters
4
• Direct Hooking/Tapping
4 • Tampering / By-passing of Meter
• Misuse of Category
• Use of Multiple Connections - Misuse of Slab
• Sanctioned Load lower than actual usage
04/04/2013 www.pManifold.com 5
6. pManifold brings ‘Science, Sense, Integration and Regularity’
on Customer side of Utilities
Most independently and skipping all hierarchies, we allow you active listening and
acting upon to your ‘Customer voices’ across all touch points and utility processes
Collection
Customer
Facilitation
Center
Call Center
Reliable Front End
Center
Distributed Locally immersed
Mobile SMS
Control
survey
Center Adv. Mobile UIs
Real time tracking
Online Grievances
survey Center GIS integration
High security
Online
Land survey Social
Media Robust Back End
Vetted Methodologies
Integrated
Customer Customer Offline Established processes
Segmentation, Profiling Awareness, satisfaction
Records Engagement Campaigns
Monitoring Robust quality control
Customer Analytics
Adv. statistics/analytics
Strategic Decisions | Operational Decisions | Revenue Assurance Micro strategy BI
Informed decisions, in-time actions Strict confidentiality
Better Customer Engagement + Expedited Loss Reduction
04/04/2013 www.pManifold.com 6
8. We help your Utility reconstruct positive virtuous cycle of
Sustainability & Brand through effective Customer Engagement
… by managing both Perception and Performance
AT&C loss
reduction is core
Customer
Engagement drives Commercial losses
Our credentials
overall significant part Growing portfolio, with
‘Performance’
having benefitted 8+
private utilities in Power,
Water and Waste
Positive
Listening to Brand Interacted with 10K+
customers &
Customer’s ‘forced Utility customers
behavior’ leads to
Engaging them
commercial losses
positively is a must
Already covered 4 states
of Maharashtra, Madhya
Pradesh, Orissa, and
Bihar
Building ‘positive Managing
brand image’ is customer’s
necessary ‘Perception’ is key
04/04/2013 www.pManifold.com 8
10. Download detailed
We have a broad Utility Portfolio Case Studies
3+ years experienced Utility focused Management Consulting company bringing
balanced growth & high service delivery in emerging PPP models
Market Research, industry reports
Power
Distribution
Go-To-Market Strategies
Support Financial Modeling & Bid Advisory
strengthening of
emerging PPP models Business Performance Monitoring,
Water
for improved end- Distribution Analytics & Improvements
service delivery &
overall viability & Customer Intelligence, Education &
sustainability Satisfaction Monitoring (myUtility.in)
Service Level Benchmarking
Waste
Management Utility Vendor Database &
Solutions/Services grading
Stakeholder Engagement -
To newly add: Urban Transport and Conferences, Workshops, Blogs etc.
City Gas Distribution verticals .
.
.
12. pManifold Service mapping across Utility Franchisees/PPPs
Go-To-Market | Bid Support | Resources / Processes / Operations Building | Performance Monitoring
Entry Decision Bidding Roll Out O&M
For Govt. DF model Top Baseline preparation – Assets, Independent Facilitator for Knowledge Independent Business
Utilities Management Commercials, Losses, Customer and and legacy Data transfer to selected DF Performance Monitoring and
workshop Service Level Audits operator Management Audits of
Data analytics for Financial Modeling – minimum Input Stakeholder Engagement with Discom Franchisee (for strong end
DF model bid price curve, capex projections, and Employees & new DF operator for smooth services delivery & any
appropriateness related contract term and conditions transition change management)
mapping to Discom Bidders Engagement – interest
projected reforms generation; pre-bid & bid facilitation;
RFP change management
For DF model Top DF Market Intelligence and all RFP Support on-boarding Senior Team and Regular DF Performance
Private Management Tracking other critical resources to roll out Monitoring and Management
workshop Technical Due Diligence: Site survey, Project Financing, bringing Investors, Audits
Operators
Portfolio mapping asset health maps, bid intelligence & financial due diligence, M&As Continuous Capacity
to go/no-go in DF analytics Strategic all-stakeholders roll-out map to building, organising skills
business Financial modeling & Bid Advisory support overall PM training and BPR
Entry strategy Partnership development for First baseline survey of Employees and implementation
consortium bidding, M&A etc. Customers to support Loss reduction Quarterly Customer
strategic road map perceived service quality
Legacy Data Quality checks, migration, benchmarking across all
Analytics and Integration facilitation touch points and all
Vendor identification, evaluation, Customer processes like NSC,
selection, and partnership development Metering Mgmt, Customer
Organizational structure design, services, Billing etc.
Resource Planning & process SOPs Customer education,
Capacity building/Training workshop in enabling and engagement
new employees on DF model (MyUtility.in)
For Portfolio mapping Early entry in the bidding phase of new Facilitator for input gathering and Facilitator for business
Service to DF requirements Franchisees, to build and demonstrate creating specific value proposition to DF continuity and independent
Go-to-Market value proposition Partnership development with DF performance monitoring
Providers 12
strategy www.pManifold.com * DF – Distribution Franchisee, used for example
13. Let’s get in Let’s deploy our insights and actions
for your business to improve and grow!
touch…
Join us in our conversations at,
pManifold Insights Together we can reconstruct strong Indian utilities …
Premium & Free Reports,
Presentations, and more…
Rahul Bagdia Faiz Wahid
pManifold +91 95610-94490 +91 88056-55069
Community Blog Rahul.Bagdia@pManifold.com Faiz.Wahid@pManifold.com
Articles, technical notes.
India (Main office) USA (Liaison Office)
Power Distribution True
Distributed
Generation
Crystal Plaza, Level 2 2020 Calamos Ct.,
276 Central Bazaar Road, Suite 209
Franchisee
AT&C
Efficiencies
Power
Distribution Ramdaspeth, Nagpur - 10 Naperville,
Community of Interest Franchisee
Maharashtra, INDIA IL 60653, USA
http://www.pmanifold.com Mr. Dinesh Jain
+1 630-853-3520
Connecting talent & Making dinesh.jain@pManifold.com
Local companies discoverable
04/04/2013 www.pManifold.com 13