In conversation with Ravinder Rana, Country General Manager, India

1. How does Concentrix help companies achieve 'the road to operational excellence'in BPM?
Concentrix is a high value service provider as well as a trusted partner in the BPM industry. With decades of experience in managing customer interactions, we are able to work seamlessly with clients to create and implement solutions across various industries and verticals. Our culture of pursuing excellence has enabled us to create reliable, innovative solutions that have contributed to several prolonged business relationships that we value deeply.

We utilize a suite of tools to capture and document processes in a dynamic and collaborative modelling environment. Our offerings simplify the process of adding new business functionality, integration with legacy applications, monitoring critical human-driven business events, designed web services and consolidating and optimizing user interfaces for business users.

Over the years, we have developed a dynamic modelling and simulation tool that has proven to be highly effective in strengthening our solutions as well as client relationships. This simulation tool allows us to work with our clients and jointly plan process improvements and innovations that drive business value. Therefore,our teams are able to collaboratively work on process improvements and simulate their impact on key process metrics, costs and SLAs.

2. What are the salient features of Customer Lifecycle solutions of Concentrix?
We are a preferred partner for multiple clients to whom we offer a suite of CLM solutions.
Our approach to CLM involves an accentuated process called Engineered Design for Global Excellence (EDGE), which has two components. The first component includes our thorough understanding of immediate requirements for process delivery and subsequent implementation of our service offerings to ensure smooth delivery. The second and most imperative part is to guarantee superior customer experience and cost optimization.

This is accomplished via an in-depth due diligence method, where we analyze specific industry customer lifecycles and identify the relevant tools that can enhance customer experience and increase the longevity of a customer lifecycle. We have successfully led several CLM technology automations across multiple industry verticals. These include–technology, healthcare, telecom, insurance and banking verticals where our solutions have benefited clients with increased dollar value, improved accuracy in transactions, minimizing repetitive tasks and fewer man-hours and reduced customer complaints.

In conversation with Anuj Kumar, GM India-to-India Business and Global Lead – Analytics

3. What are the distinguished features of Concentrix’s embedded and advanced analytics solutions?
The hallmark of our Analytics capability is our strong focus on data management and governance along with a highly differentiated approach to collecting, storing and protecting information. By embedding analytics in operations, we are able to focus on delivering outcomes with financial impact.

Our team attempts to solve high impact business problems using a suite of tailored analytics solutions that have been developed from past experience working in the industry and with clients in the verticals. Their expertise and the output of our unique approach is proven across the key industries of Banking and Financial Services, Healthcare, Technology, Consumer Electronics, Insurance, Retail and eCommerce, Automotive, Travel, Media and Communications and Government and Public Sector.

Our areas of expertise include:
•Data Decision Support: Concentrix offers Decision Management services that help our clients make informed decisions

•Marketing Analytics: Our solutions reveal crucial insights into customer behavior, buying preferences and trends through the product lifecycle. Armed with this knowledge, clients are able to drive revenues and execute sales campaigns that reach the right customers at the right time through the right channels.

•Influencing customer Behavior: Ourwide variety of analytical solutions generate actionable insights based on customer lifetime value, buying habits, product usage and other transactional data. These insights enable clients to change tactics where required and balance the cost of loyalty programmes with the cost of customer churn.

•Digital and Social Media Analytics: through social media analytics we can track the relevant direct/indirect conversations about our client’s brand/products, through web analytics we provide critical insights and recommendations that can improve traffic etc.
•Operational Analytics: Our solutions provide crucial insights that allow an organization to make informed decisions and improve resource allocation. In working closely with our operations teams, we have been able to use analytics to identify and solve many of the underlying challenges for our clients today.

4. Can you tell us more about your Digital Customer Engagement Solution?
Concentrix’s Digital Customer Engagement capability is an integral part of its comprehensive portfolio of business and technology services. Our ‘Digitally First’ approach is focused on delivering superior customer experiences for clients by ‘getting it right the first time’. Our offerings consist of a suite of services such as e-commerce, marketing, Strategy, Interactive Services and Project Management that are customized for each of our clients.

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