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Servion Global Solutions – A transformational CX specialist for the customers of tomorrow

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Servion Global Solutions – A transformational CX specialist for the customers of tomorrow

A successful business draws its potential and performance from how happy and engaged its customers are. Innovative technologies, great product features or solution benefits are just half the battle. The other and more important half rests on the type of experience the business offers to its customers. A customer’s perception of its brand value goes a long way to make the relationship long-lasting and meaningful. As more of the business world is shifting towards a customer-centric approach, the rules of the game are changing. Recent technology advancements are akin to cats running towards a flock of pigeons. They have empowered today’s customers to expect great service anytime and anyplace. So, everyone is scrambling to invest in the right technologies for tackling the surges in customer expectations. In order to bell the cat, businesses are scouting for the ideal CX partner, who can help them deliver contextual, personalized and smooth experiences to customers.

A one-of-a-kind CX specialist

The only consulting-led Customer Experience Management specialist, Servion Global Solutions has been ahead of the curve for over two decades. Since 1995, it has been helping clients to deliver superior experiences and build customer loyalty of the future. Through its business consulting capabilities and IP platforms, Servion has played a crucial role in digitally transforming the way brands – all over the world – interact with their customers. Backed by private equity firms – Everstone Capital and Solmark, Servion has carved a niche for itself in covering the whole nine yards of customer experience spectrum. Its IP platforms – ServDesignSM, ServIntuitSM, ServInsightsSM, ServCloudTM and ServCareSM – empower businesses to turn their contact centers into future-ready customer engagement hubs.

Empowering great customer experiences

Delivering great customer experiences is not a onetime activity. Successful brands who boast of high customer loyalty have made this into a habit. If a brand wants to achieve sustained customer loyalty, it should take care to ensure that the promise – made to its customers – is successfully integrated into how it services them.

However, traditional reactive customer service addresses a customer’s problem only when they arise. The customers of today are impatient, and they look for alternatives elsewhere – even at the hint of slightest frustration. Great customer experience, though, is not about being reactive. It is about delivering proactive and hyper-personalized services. Leveraging big data and analytics, businesses can analyze customer data and deliver Next Best Actions – at the right time, to the right person, in the right place.

That is where Servion channelizes its expertise to assist businesses in better understanding their customers. By identifying important phases in the customer journey, they drive Next Best Actions that create a positive omni-channel experience for every individual customer.

Servion has evolved from a single-channel expert to an omni-channel leader– with deep experience of voice, email, chat, web, POS, augmented reality, and AI.  Servion’somni-channel solutions now manage over 10 billion customer interactions annually in 60 countries. Spread across industries such as BFSI, Telecom, Government, Healthcare, Travel, etc, they support global enterprises to shorten their time to value and quickly realize the benefits of their CX investments. With top-notch delivery strengths, multi-domain expertise, and the collaborative strength of its top-tier worldwide technology partners such Cisco, Avaya, Amazon and NICE, Servion delivers the experience of tomorrow today.

Gearing up to grow

Keen to bolster its offerings by exploring strategic acquisitions in line with its vision, the organization recently announced the acquisition of Innoveo, a Zurich-based Insurance tech provider. The acquisition will boost up Servion by bestowing a strong foothold in the insurance tech space in Continental Europe and North America besides other geographies. Powered by strong growth in business, the organization hired a robust team of over 200 people in India in the last few quarters.

The organization has also invested in an Innovation Lab in Silicon Valley and Customer Experience Monitoring centers across 5 locations – Princeton, Reading, Singapore, Chennai, and Bangalore. 

Areas of Expertise

CX Solutions

  • Omni-channel Customer Experience
  • Customer Journey Analytics
  • Contact Center Analytics
  • Workforce Optimization
  • Robotic Process Automation
  • Chatbots and Virtual Assistants

CX Offerings

  • Business Consulting
  • Managed Services
  • Professional Services
  • Product Engineering Services
  • Cloud Services

A track record that speaks for itself

“Three of the Top 5 Global Banks, 2 of the Top 3 Insurance Companies and 5 of the top 10 telecom operators trust us to manage their customer experience. At Servion, it has always been about scale without compromise. Merely surviving unpredictable times has never been how we operate.” 

The journey ahead

“Our vision is to be a leader in the Customer Experience Management space by enabling enterprises to convert their customer touchpoints, to journeys and optimize the infrastructure costs of their customer interaction channels. We want to help our clients to harness the true potential of all their digital channels, helping them deliver memorable customer experiences. 

In 2017, we stated that we will be doubling our revenues in the next three years and are all set to achieve that mark.” 

Values

Servion respects individuals and encourages freedom of thought and practical innovation. Teams are disciplined in the way they deliver excellence, and they are continuously encouraged to add value beyond the scope of work. The organization is a responsive and customer-centric organization with high levels of ownership. Servion offers an energized work environment focuses on continuous improvement and emphasis on collaboration and teamwork. 

Awards & Accolades

  • 2017 Silver Stevie Award, International Business Awards for New Product/Service of the Year
  • 2016 & 2017 Technoviti Award for Contact Center Innovation, South Asia
  • 2015 Asian Banker’s Award for Best Self- Service Banking Project, Middle East 

Analyst Mentions

  • Gartner Market Guide for Key Customer Management BPO Service Providers
  • Gartner’s 2017 CRM Vendor Guide
  • Gartner Market guide for Robotic Process Automation
  • Ovum’s Market Landscape on Customer Engagement Hubs and the ‘On The Radar’ Report
  • A visionary in Contact Center Analytics market by MarketsandMarkets
  • An Innovator Customer Journey Analytics by MarketsandMarkets 

Recent Acquisition

  • Zurich-based Innoveo

Director’s Periscope

Kind of along those lines of what’s going on in today society, what should they be doing on social channels to improve the customer experience?

Customers are using social channels more frequently for support because of their dependencies for personal interactions. Customers have also become prone to share their brand experiences, and consequently – refer to their friends, colleagues and family members through social channels. However, a bad experience can get brands caught in the wrong foot, and cause a loss in reputation. This is where analytics plays a big role. Powerful analytics solutions turn unstructured data into actionable insights so that customers are heard and acted upon, no matter when and where they choose to connect.

And maybe this is the next step after trust, how do they gain their customer loyalty?

Delivering great customer experiences is not a onetime activity. Successful brands who boast of high customer loyalty have made this into a habit. If a brand wants to achieve sustained customer loyalty, it should take care to ensure that the promise – made to its customers – is successfully translated into its customer engagement strategy. Having a proactive and holistic customer engagement strategy can go a long way in building customer loyalty and achieving a sustained competitive advantage.

As you look towards the future, what do you foresee for the future of business continuity?

The roadmap of Business Continuity should be conscious of future advancements to be made in the technology landscape. As it stands today, BC represents organizational resilience. How resilient is an organization to resolve any failures that may occur? Predictive systems are evolving to improve forecasting of external factors, and automation is on the warpath to simplify operational processes. Single gateways to multiple systems are a dime a dozen these days, as well. So, BC is already no longer about providing solid backup capabilities and decreasing operational downtime – with zero to minimal loss. It is about helping enterprises get off their feet quickly and put them back in the race to competitive differentiation. Considering the ever-reducing new tech development cycle and the rise of cloud adoption, the future represents an opportunity that can be capitalized upon today for superior BC. 

Sameet Gupte

Chief Executive Officer

Leading Servion Group as the Global CEO, Sameet also chairs the organization as one of the pillars of the Board of Directors. Sameet comes with a fervent entrepreneurial spirit that has enabled him to build successful and scalable businesses across the USA, UK, Continental Europe and Asia. During his previous stint, Sameet held the position of the Executive Vice President and Global Head of Financial Services at Virtusa Polaris. He was instrumental in defining the go-to-market strategy, building domain solutions, and growing the global Financial Services business. He was also part of the leadership team that led the acquisition of Polaris. Before being named EVP, Sameet was the Managing Director for Europe where he grew the business organically fourfold within a span of four years, and expanded its footprint through acquisitions in Continental Europe.

Prior to Virtusa, Sameet held leadership positions across North America and Europe for Genpact Capital Markets (Headstrong) that included setting up a joint venture in Germany. At Genpact, he grew the European Capital Markets Business organically by eightfold in five years.

Sameet has completed his Finance and Accounting Executive Program from Stanford Graduate School of Business in California and holds a degree in Computer Engineering from Pune University.

PuneetPushkarna

Chairman of the Board

Puneet is the Chairman of the Servion Board and a General Partner of Solmark. At Servion, he acts as a facilitator and a guide to the Board of Directors. With deep experience in technology and outsourcing services, he has been responsible for establishing many collaborative partner programs and strategic partnerships. He has worked as a trusted advisor for clients across the globe.

Puneet also co-founded TechSpan that later merged with Headstrong. He was also part of the initial team that helped grow HCL America into what is now – HCL Technologies. Prior to TechSpan, he was the Head of Sales and Business Development at InfoGain, a business consulting organization focused on e-business value chain management.

Puneet is a charter member of The Indus Entrepreneurs (TiE), a non-profit network with over 10,000 members across 44 chapters in nine countries. He currently serves as the Chairman of the Singapore chapter.

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