AGC Networks – Customer Responsive Practices

INTERDISCIPLINARY TEAM ROUNDS

Mon, 31 Dec 2007 00:00:00 GMT

One of the major issues identified during mystery customer survey was an element of confusion as there are multiple individuals coming into contact with a patient and advising them on a variety of iss .....

Practice area: Customer Relationship Management

Organization: Apollo Health City

WOW- O- METER

Mon, 31 Dec 2007 00:00:00 GMT

“If we don’t take care of our customers somebody else will do”. Customer responsiveness is of critical importance in the health industry and we believe that our focus on this aspect of patient care ha .....

Practice area: Customer Satisfaction Determination

Organization: Apollo Health City

Knowledge Management initiative with Online Test (OLT ).

Wed, 30 Sep 2009 00:00:00 GMT

Acer is recognized around the world for innovative, user-friendly and dependable technology. Operating in an indirect mode of operation in India Acer needs to endeavor the continuous practice of knowl .....

Practice area: Knowledge Management

Organization: Acer India (Pvt) Limited

Total Satisfaction Guarantee

Fri, 30 Nov 2007 00:00:00 GMT

Two most important drivers of our business are increasing frequency (repeat order from existing customers) and conversion(repeat order from a customer who orders for first time with us). Both these fa .....

Practice area: Building Loyalty

Organization: Domino's Pizza Ind Ltd

Customer Complaint Redressal

Fri, 30 Nov 2007 00:00:00 GMT

Customer Retention is one of the five important business drivers for us. To ensure that the customers are satisfied and stay with us for life, we have to provide them our best products and service. Bu .....

Practice area: Complaint Management

Organization: Domino's Pizza Ind Ltd

Complaint Management

Fri, 30 Nov 2007 00:00:00 GMT

SatGuide is a 1st of its kind of product and maps form one of the most important part of this product. Customer have two issues, the usage of system and the mapdata accuracy

Practice area: Complaint Management

Organization: SatNav Technologies

Customer Centricity Intiative: End to End Finance & Accounting Services

Fri, 30 Nov 2007 00:00:00 GMT

Client is one of the Largest Privately held Semi conductor company in the world, who wants to Outsource most of his Financial Service Operations to Wipro (End to End Finance & Accounting Services). Th .....

Practice area: Continuous improvement

Organization: Wipro Technologies

Single Toll Free Number

Fri, 30 Nov 2007 00:00:00 GMT

1. ICICI Lombard continues to work on initiatives to provide improved convenience and service to its customers 2. The customer base of ICICI Lombard is large and widespread - anywhere in India or Ove .....

Practice area: Customer Contact Mechanisms

Organization: ICICI Lombard General Insurance Co Ltd

Giving more to the Customer

Fri, 30 Nov 2007 00:00:00 GMT

Three of Maruti new models, Swift (petrol), Swift(Diesel) and SX4 were having a wait list from 6 weeks to 6 months in the market because of capacity bottleneck.

Practice area: Customer Relationship Management

Organization: Maruti Suzuki India Limited

Pallavi

Fri, 30 Nov 2007 00:00:00 GMT

SatGuide is 1st GPS Navigation Product, one of its kind in India. The technology as well as the product was new

Practice area: Customer Relationship Management

Organization: SatNav Technologies

Customer Centricity Initiative - Enhanced Customer Experience and Value Creation

Fri, 30 Nov 2007 00:00:00 GMT

Traditionally, Wipro has been successful in the market because of its technology capability and delivery excellence. Having been the pioneers in adopting process excellence practices and methodologies .....

Practice area: Customer Relationship Management

Organization: Wipro Technologies

Online Relationship Management

Fri, 30 Nov 2007 00:00:00 GMT

1. Non-Life Insurance products typically have a term of one year and the customer relationship needs to be renewed at the end of the policy term. The insurance policy needs to be renewed every year an .....

Practice area: Customer Relationship Management

Organization: ICICI Lombard General Insurance Co Ltd

Client Review Process

Fri, 30 Nov 2007 00:00:00 GMT

In a contract food service industry, food services and solutions being very subjective in nature have to be dealt in a pre-defined manner in order to continually understand our clients’ expectations a .....

Practice area: Employee Reward and Recognition for Customer Responsiveness

Organization: RKHS

Disha Financial Counselling

Fri, 30 Nov 2007 00:00:00 GMT

Over the years, personal consumption has increased in the country supported by positive consumer sentiments and increased access to banks’ financing. This trend has been accompanied by an increase in .....

Practice area: Leadership focus on Customers

Organization: ICICI Bank Ltd.

Professional Driver Training by Maruti Driving School

Fri, 30 Nov 2007 00:00:00 GMT

One of the customer wanted the car to be delivered at his residence. Mr. Khattar got curious – Why? On inquiry it came to the knowledge that the customer didn't know how to drive. On his few more visi .....

Practice area: New Product Introduction process

Organization: Maruti Suzuki India Limited

Weather Insurance

Fri, 30 Nov 2007 00:00:00 GMT

The conventional crop insurance product had constraints resulting in delays and subjectivity in claim settlement. Farmer customers faced liquidity problems for their next crop cycle due to delayed cl .....

Practice area: New Product Introduction process

Organization: ICICI Lombard General Insurance Co Ltd

Biometric Smart Card for Health Insurance

Fri, 30 Nov 2007 00:00:00 GMT

For the rural customers insurance companies faced problems on account of the following: 1. Premium Collection & claim payment 2. Record Management of the insured members 3. Information Authenticati .....

Practice area: New Product Introduction process

Organization: ICICI Lombard General Insurance Co Ltd

Process of encouraging Innovation in CGSL

Fri, 30 Nov 2007 00:00:00 GMT

Business driver that necessitate the development of this business practice Citigroup Global Services Limited continues to be a leading player in the BPO sector despite this being a fast maturing sect .....

Practice area: Process of encouraging Innovation in organisation

Organization: Citigroup Global Services

customer feed back

Fri, 30 Nov 2007 00:00:00 GMT

In a large multi speciality hospital like ours, with patients coming from various socio economic strata with or without insurance cover and a busy A &E Department, customer complaints are bound to be .....

Practice area: Voice of customer

Organization: Manipal Hospital, Bangalore

Hearing the Slightest Voice

Fri, 30 Nov 2007 00:00:00 GMT

There are frequent internal communication meetings in the company in which the Managing Director and top management meet random sections of employees and talk on anything and everything. In one of the .....

Practice area: Voice of customer

Organization: Maruti Suzuki India Limited

Altas: Integrated Project Management Tool for efficient customer relation management

Sat, 29 Dec 2007 00:00:00 GMT

• Customers do not get live information • Customers are not a part of our internal systems at all • Projects use varied tools for recording data • Project Data Conso .....

Practice area: Customer Relationship Management

Organization: KPIT Cummins Infosystems Limited

HindCare

Fri, 28 Dec 2007 00:00:00 GMT

HSIL has several business / product divisions wherein each division was handling sales & after sale services by themselves. This meant that the consumer had to interact with several different people .....

Practice area: Continuous improvement

Organization: HSIL

Jet Airways - Delivering value based on member's flying pattern

Fri, 28 Dec 2007 00:00:00 GMT

Over the years Jet Airways has been catering to a huge number of repeat passengers. These passengers bring with them differing requirements and needs in terms of the products/services. It, therefore, .....

Practice area: Customer Relationship Management

Organization: Jet Airways (India) Ltd.

Achieving Customer Satisfaction Through Continuos Two Way Communication

Mon, 27 Oct 2008 00:00:00 GMT

Customer satisfaction is an overall end to end experience in the entire process of availing service. The process of providing relevant information to customers and taking continuos feedback serves as .....

Practice area: Customer Satisfaction Determination

Organization: Acer India (Pvt) Limited

Customer Voice n Delight

Tue, 27 Nov 2007 00:00:00 GMT

For any business vertical to manage, retain and expand it is important to record customer voices to find and act on the issues which lead to innovation, customer satisfaction, or other key outcomes. .....

Practice area: Voice of customer

Organization: RT Out sourcing services Ltd.

ON THE PULSE- APOLLO CARES

Thu, 27 Dec 2007 00:00:00 GMT

WE AT APOLLO believe that Organizations would go nowhere without loyalty and commitment of their employees (Internal customers). Our employees should be so excited about the way we treat that they te .....

Practice area: Customer Satisfaction Determination

Organization: Apollo Health City

Measuring Customer Service levels by NPS

Thu, 27 Dec 2007 00:00:00 GMT

Bajaj Allianz General Insurance is the leading private general insurance company with a consistent profitable performance and having nationwide network. The retail business contributes nearly 60% of t .....

Practice area: Customer Satisfaction Determination

Organization: Bajaj Allianz General Insurance

Azure's ITS MY SPACE

Thu, 27 Dec 2007 00:00:00 GMT

A lot of knowledge and information is derived by Azure employees at all levels when interacting with clients, clients's customers, vendors and other employees. This knowledge resides primarily in the .....

Practice area: Knowledge Management

Organization: Azure Knowledge Center

Azure's Customer Centric Contact Mgmt Practice

Thu, 27 Dec 2007 00:00:00 GMT

Customer needed an easy way to reach the same agent who spoke with him/her back for providing additional information or asking additional questions Different customers preferred different modes of .....

Practice area: Voice of customer

Organization: Azure Knowledge Center

Customer Engagement

Wed, 26 Dec 2007 00:00:00 GMT

Converting customer dissatisfaction to customer delight, resulting into long term customer engagement.

Practice area: Complaint Management

Organization: The Park Hotels

Tally's resonsive Business Support System (BSS)

Wed, 26 Dec 2007 00:00:00 GMT

The Business Support System helps us in tracking the entire customer life cycle. Allows us to track the interactions or issues raised by the customer till the issue is closed, which finally feeds into .....

Practice area: Complaint Management

Organization: Tally India Pvt Ltd

Transcending consumer needs, the Parle Agro way

Wed, 26 Dec 2007 00:00:00 GMT

Frooti has very strong associations with a Tetra Pak in the minds of the consumers. Consider a legacy of 22 years. Add to that the fact that Frooti was the first fruit drink to be available in a Tetra .....

Practice area: New Product Introduction process

Organization: Parle Agro

Tally's Solutions for VAT in India

Wed, 26 Dec 2007 00:00:00 GMT

Introduction: Tally is the first Business solutions software to address Value Added Tax (VAT) on the day it was introduced in India on 1st April 2005. The complexity of taxation is delivered with simp .....

Practice area: Strategic Planning with Focus on Customers

Organization: Tally India Pvt Ltd

Customer Responsiveness

Wed, 26 Dec 2007 00:00:00 GMT

The business drivers that necessitated development of this practice are as follows: 1. No central mechanism available to assist guests with their feedback. 2. No formal method of reverting back to g .....

Practice area: Voice of customer

Organization: The Indian Hotels Company Ltd

Tally's unique way of listening to customers

Wed, 26 Dec 2007 00:00:00 GMT

Any customer call that lands in Tally for support/technical queries are solved on regular basis and are closed on the same business day. The feedback is collected for both application development and .....

Practice area: Voice of customer

Organization: Tally India Pvt Ltd

The Knowledge Tree

Sun, 25 Nov 2007 00:00:00 GMT

The vision of Mother’s Pride is to instill life long values that nurture humanity, create global citizens and give shape to a better world. The kind of motivated, trained, warm, passionate teachers re .....

Practice area: New Product Introduction process

Organization: Mother's Pride Education Personna Pvt Ltd

citizenship of the township and 999 years lease

Sun, 25 Nov 2007 00:00:00 GMT

The Township is a new concept of living. We first promoted the idea Township, Infrastructure Availability and Quality of the Life due to Physical, Social, Educational, Health, Entertainment Infrastr .....

Practice area: New Product Introduction process

Organization: City Corporation Limited

Positive Parenting

Sun, 25 Nov 2007 00:00:00 GMT

The vision of Mother’s Pride is to instill life long values that nurture humanity, create global citizens and give shape to a better world. We believe that our highly trained staff of 1200 cannot achi .....

Practice area: Strategic Planning with Focus on Customers

Organization: Mother's Pride Education Personna Pvt Ltd

Extended Hour Support through Acer Call Centre

Thu, 25 Feb 2010 00:00:00 GMT

Traditionally customers approach service centers and use online technical help only after facing problems with their computer and IT hardware product. However, the fact remains that customers do face .....

Practice area: Customer Satisfaction Determination

Organization: Acer India (Pvt) Limited

Chat Support Through Acer Call Centre

Thu, 25 Feb 2010 00:00:00 GMT

Acer India provides warranty support for products across India to all segment of customer through authorized service partner. Customers can call a toll free number , log the call with a valid case ID .....

Practice area: Customer Satisfaction Determination

Organization: Acer India (Pvt) Limited

Acer Easy Care Product Sale through Online Portal

Thu, 25 Feb 2010 00:00:00 GMT

Acer India has got a large key client database where all products are centrally monitored through a call centre and a warranty management system is in place to register the end user information. Most .....

Practice area: Sales Process

Organization: Acer India (Pvt) Limited

Loyalty that cuts across Time and Generation

Tue, 25 Dec 2007 00:00:00 GMT

Bata India has been manufacturing and selling footwear and footwear accessories in this country for nearly 75 years. Over the past few years the country's changing socio-economic scenario coupled with .....

Practice area: Building Loyalty

Organization: Bata India Limited

UltraCare 24x7x365

Tue, 25 Dec 2007 00:00:00 GMT

We supports the business of our customers by providing them uptime. Even a seconds of downtime can create millions of losses for customers and our brand value so we needed a process which can: - Tell .....

Practice area: Complaint Management

Organization: Emerson Network Power (India) Pvt. Ltd.

Escalated Complaint Management Process

Tue, 25 Dec 2007 00:00:00 GMT

Bata operates almost 1000 stores and has sales running into millions of pairs of footwear each year. It caters to over 75 million customers annually and thus complaint management is of vital importanc .....

Practice area: Complaint Management

Organization: Bata India Limited

Review and Implement - SerWish...the service, you wish.

Tue, 25 Dec 2007 00:00:00 GMT

Practical experience gives continuous insight towards the needs and requirements of customers. We realised different needs from different segments of customers. Also different type of support needed .....

Practice area: Continuous improvement

Organization: Best IT World (India) Private Limited

Business Restructuring Segment Wise

Tue, 25 Dec 2007 00:00:00 GMT

- When sometime back we done market share analysis we were very impressed with numbers but when we break them down to segments we found out that we are missing some key segments - Since we are soluti .....

Practice area: Customer Segmentation

Organization: Emerson Network Power (India) Pvt. Ltd.

ICICI Prudential Life: Servicing of policyholders sans agent

Tue, 25 Dec 2007 00:00:00 GMT

The agency channel is the largest distribution channel and contributes maximum business for ICICI Prudential Life. In this channel our certified agents acquire customers through their natural contacts .....

Practice area: Customer Segmentation

Organization: ICICI Prudential Life Insurance

"Amanora Park Town", India's First Real Township.

Tue, 25 Dec 2007 00:00:00 GMT

To counter shortage of houses especially quality houses, governments, both – State and Central – are encouraging townships so as to increase the stock of housing. Amanora Park Township, is the fir .....

Practice area: Customer Segmentation

Organization: City Corporation Limited

Market Intelligence in Intranet

Tue, 25 Dec 2007 00:00:00 GMT

It was challenging to posses a lot of information and data which was retained by some personnel Making available increased knowledge content in the development and provision of products and service .....

Practice area: Knowledge Management

Organization: Emerson Network Power (India) Pvt. Ltd.

360 degree NPD

Tue, 25 Dec 2007 00:00:00 GMT

- Latest technology and future business trends was driving process for New Product Development (NPD) - The idea of new product first come from customers and must go through entire chain - Reduce com .....

Practice area: New Product Introduction process

Organization: Emerson Network Power (India) Pvt. Ltd.

Uptime Champions

Tue, 25 Dec 2007 00:00:00 GMT

- We done survey on one of zone and found out that sales guys can't spend much of time with customers as they have to file a reports, punch Sales Quotation & Sales Order etc. There was need to robust .....

Practice area: Sales Process

Organization: Emerson Network Power (India) Pvt. Ltd.

'Amanora Park Town', India's First Real Township

Tue, 25 Dec 2007 00:00:00 GMT

Govt. of Maharashtra has a township policy which encourages the group housing in over 100 acres of land. As per policy the developer has to provide all infrastructure like water, road, power etc. Whil .....

Practice area: Strategic Planning with Focus on Customers

Organization: City Corporation Limited

8x7 Acer Laptop and Projector Support

Mon, 25 Aug 2008 00:00:00 GMT

Till recently all carry-in support for laptops and projectors were only available from Monday to Saturdays. Working customers who are busy in offices from Monday to Saturdays found it very difficult t .....

Practice area: Building Loyalty

Organization: Acer India (Pvt) Limited

Multiple channels for customers to register complaints

Wed, 24 Oct 2007 00:00:00 GMT

Business drivers that necessitated the development of this business practice : 1) At all customer-touch points, service is the key element that leads to customer satisfaction. It becomes imperativ .....

Practice area: Complaint Management

Organization: Bharat Petroleum Corporation Limited

Innovative offerings to suit different customer segments - a) Enhanced PFS (Pure For Sure) guarantee

Wed, 24 Oct 2007 00:00:00 GMT

a) Enhanced PFS (Pure For Sure) guarantee Problem Statement (Business drivers that necessitated the development of this business practice :) 1) The need for the existin .....

Practice area: Voice of customer

Organization: Bharat Petroleum Corporation Limited

Innovative offerings to suit different customer segments - b) Promoting use of branded fuels

Wed, 24 Oct 2007 00:00:00 GMT

b. Promoting use of Branded Fuels Problem Statement (Business drivers that necessitated the development of this business practice :) 1) Market insight studies indicated the advent of new .....

Practice area: Voice of customer

Organization: Bharat Petroleum Corporation Limited

Innovative offerings to suit different customer segments- c) Fulfilling needs of highway customers

Wed, 24 Oct 2007 00:00:00 GMT

Problem Statement (Business drivers that necessitated the development of this business practice :) i) Highway customers comprise a major chunk of customers offering significant revenue potential .....

Practice area: Voice of customer

Organization: Bharat Petroleum Corporation Limited

Complaint Handling Module

Mon, 24 Dec 2007 00:00:00 GMT

Blue Dart has, since inception, strived to create the best and set the pace in the express air and integrated transportation and distribution industry. As an organization it is has always set high qu .....

Practice area: Complaint Management

Organization: Blue Dart

ICICI Prudential Life: Dynamics of complaint management. Are you listening?

Mon, 24 Dec 2007 00:00:00 GMT

Since the life cycle of a life insurance policy provides limited opportunities for customer interactions, we believe that every customer contact is extremely vital. Largely, our processes may be categ .....

Practice area: Complaint Management

Organization: ICICI Prudential Life Insurance

Branch Service Score Card - A unique prescription for ensuring optimal health of service

Mon, 24 Dec 2007 00:00:00 GMT

Each of our branches act as SBUs and whenever performance metrics are set for branches, it more or less revolved around parameters contributing to the overall P & L. The interpretation that we had of .....

Practice area: Continuous improvement

Organization: Kotak Mahindra Bank

Web based information and transactions

Mon, 24 Dec 2007 00:00:00 GMT

Being a customer centric organization, ICICI Prudential takes every step to ensure that customers have a wonderful experience every time they interact with us and they carry a positive moment of truth .....

Practice area: Continuous improvement

Organization: ICICI Prudential Life Insurance

Multiple Contact Points

Mon, 24 Dec 2007 00:00:00 GMT

“Customer First” is one of the five values at ICICI Prudential Life Insurance. Having a varied customer base across geographies and demographics, it is important that all our customers have multiple o .....

Practice area: Customer Contact Mechanisms

Organization: ICICI Prudential Life Insurance

Customer relationship : the ICE formula

Mon, 24 Dec 2007 00:00:00 GMT

Eureka Forbes Ltd (EFL) has been innovating and learning from the market and the customer ever since its inception 25 years ago. Launching products that were then ‘concept-oriented’ (viz vacuum cleani .....

Practice area: Customer Relationship Management

Organization: Eureka Forbes Ltd

Customer First - CRM & Shared Service

Mon, 24 Dec 2007 00:00:00 GMT

The key business drivers to implement robust CRM is: - Customer Information Management: The entire history of customers' business buying patterns - Make custome involved in entire sales process to b .....

Practice area: Customer Relationship Management

Organization: Emerson Network Power (India) Pvt. Ltd.

Status of Relationship - Customer Relationship Health Monitoring

Mon, 24 Dec 2007 00:00:00 GMT

Managing customer relationships in purchase decisions that affect the operational backbone of an entire organization, requires a level of maturity that is far removed from traditional practices dissem .....

Practice area: Customer Relationship Management

Organization: i-flex solutions limited

Efficient CRM System

Mon, 24 Dec 2007 00:00:00 GMT

The biggest challenge for a retail organization is to be able to provide customized services through technological solutions at economical costs. We have deployed GoldMine solutions (CRM), across all .....

Practice area: Customer Relationship Management

Organization: ICICI Prudential Life Insurance

Using C-Sat to continuously benchmark internal standards

Mon, 24 Dec 2007 00:00:00 GMT

With a robust mechanism in place to capture customer voice, measure satisfaction levels and well-defined operational service metrics, we are moving to the next level by drawing co-relations between cu .....

Practice area: Customer Satisfaction Determination

Organization: ICICI Prudential Life Insurance

Knowledge Mine

Mon, 24 Dec 2007 00:00:00 GMT

ICICI Prudential has been growing at a steady pace. With the dynamic industry norms and our constant effort to provide differentiated products and services, we face the following challenges. - Shr .....

Practice area: Knowledge Management

Organization: ICICI Prudential Life Insurance

Service Leadership Series

Mon, 24 Dec 2007 00:00:00 GMT

Great customer experience is a responsibility carried by every function across the organization. It can be delivered through a well- embedded common philosophy and an integrated implementation framewo .....

Practice area: Leadership focus on Customers

Organization: ICICI Prudential Life Insurance

New Product Introduction for Growth

Mon, 24 Dec 2007 00:00:00 GMT

Year 2003 was crucial and also a turning point for our company. With revenue of INR 293 crores the company was mainly into 3 segments switchgear, cables and wires and meters. These three products coul .....

Practice area: New Product Introduction process

Organization: Havells India Limited

Stock Market in Your Pocket

Mon, 24 Dec 2007 00:00:00 GMT

Most customers needed their financial advisors to call them regularly and keep them updated on the market moves and their positions. We realized the need to introduce a new service, which will fulfill .....

Practice area: New Product Introduction process

Organization: Kotak Securities Ltd.

Wellness Program for Health Insurance

Mon, 24 Dec 2007 00:00:00 GMT

Health Insurance offers protection against any adverse health ailments/illnesses. The major problem with individuals is nearly all presume that they are in a healthy state and hence do not require any .....

Practice area: New Product Introduction process

Organization: ICICI Prudential Life Insurance

The Great Idea Contest - Promoting Individual Ingenuity

Mon, 24 Dec 2007 00:00:00 GMT

i-flex is one of very few Indian software companies that has, since its inception, focused on building Intellectual Property in the form of cutting edge software products and solutions that cater to t .....

Practice area: Process of encouraging Innovation in organisation

Organization: i-flex solutions limited

SSIs-Sanction your own Export Loans

Mon, 24 Dec 2007 00:00:00 GMT

SSIs form a vital cog of the Indian Economy. They are also significant from a social perspective as they employ a huge work force. SSIs face problems with regard to accessibility to credit as many of .....

Practice area: Sales Process

Organization: Global Trade Finance Ltd.

wow initiative

Mon, 24 Dec 2007 00:00:00 GMT

Adlabs Cinemas are spread across the length & breadth of the country through its Multiplex Cinemas & Single Screens to provide quality entertainment for both urban and semi urban/ rural cine-goers ali .....

Practice area: Voice of customer

Organization: Adlabs Films Ltd.

Voice of Customer

Mon, 24 Dec 2007 00:00:00 GMT

The corporate strategic initiative of ‘Voice of Customer’ was started by Nucleus Software Exports Ltd in Sep ’04. Through this initiative, we attempt to capture the views of our existing customers on .....

Practice area: Voice of customer

Organization: Nucleus Software Exports Ltd

Our Customer's Voice ( Spoken and Unspoken )

Mon, 24 Dec 2007 00:00:00 GMT

There are several needs that a customer may not be able to articulately express. At other times they may feel embarrassed to express their thoughts due to the inherent fear that their needs may be unr .....

Practice area: Voice of customer

Organization: Kotak Securities Ltd.

Acer Easy Care Portal for Customers

Fri, 24 Apr 2009 00:00:00 GMT

Practice area: Customer Relationship Management

Organization: Acer India (Pvt) Limited

Achieving Customer Satisfaction through Online Case ID Status Update.

Tue, 23 Feb 2010 00:00:00 GMT

Customer satisfaction is an overall end to end experience in the entire process of availing service. The process of providing relevant information to customers and providing continuous feedback serve .....

Practice area: Customer Satisfaction Determination

Organization: Acer India (Pvt) Limited

Achieving Customer Satisfaction through Online Acer Product Warranty Validation.

Tue, 23 Feb 2010 00:00:00 GMT

Customer satisfaction is an overall end to end experience in the entire process of availing service. The process of providing relevant information to customers and sharing the product warranty inform .....

Practice area: Customer Satisfaction Determination

Organization: Acer India (Pvt) Limited

Customer service Online - Resolution of claims for Trade Channel

Sat, 22 Sep 2007 00:00:00 GMT

Madura Garments was established by Madura Coats Limited in 1988. Madura Garments is a wholly owned subsidiary of Aditya Birla Nuvo Limited an AV Birla Group Company, since January 1, 2000. India's lea .....

Practice area: Customer Contact Mechanisms

Organization: Aditya Birla Nuvo Limited

Highway Assurance Network

Thu, 22 Nov 2007 00:00:00 GMT

The concern for truckers and motorists who stay long hours driving on our highways was one of the major reasons that prompted BPCL to develop this business practice.

Practice area: Customer Relationship Management

Organization: Bharat Petroleum Corporation Limited

Complaint Management

Sat, 22 Dec 2007 00:00:00 GMT

In the present scenario of competitive banking, excellence in customer service is the most important tool for sustained business growth. Customer complaints are part of the business life of any corpor .....

Practice area: Complaint Management

Organization: Standard Chartered Bank

Focus on Customer needs and preferences

Sat, 22 Dec 2007 00:00:00 GMT

A customer is central to our business and every effort is made to make his banking experience with us delightful. To this end, we constantly strive to give him services and products that are best in c .....

Practice area: Continuous improvement

Organization: HDFC Bank Ltd.

Hassle - free customer reach

Sat, 22 Dec 2007 00:00:00 GMT

Problem: With the increasing paucity of time, customers do not want to waste their energy and time to search for various telecom solutions.

Practice area: Customer Contact Mechanisms

Organization: MTNL

Customer:MTNL::Win:Win

Sat, 22 Dec 2007 00:00:00 GMT

Problem: Customers had to wait in long queues to pay their bills. We wanted to give our customers the freedom from the hassles of standing in the queues with stringent hours.

Practice area: Customer Satisfaction Determination

Organization: MTNL

Superior Value

Sat, 22 Dec 2007 00:00:00 GMT

Employee Reward and Recognition for Customer Responsiveness forms a critical component of the core strategy, which enhance the way Blue Darters work. The focus is on enabling every employee to deliver .....

Practice area: Employee Reward and Recognition for Customer Responsiveness

Organization: Blue Dart

Process of encouraging Innovation in the Organization

Sat, 22 Dec 2007 00:00:00 GMT

In the modern day labyrinth of Consumer Banking (CB), the challenge is to be able to Continuously Improve the way we work so that seamless services could be provided to all customers. The complexity i .....

Practice area: Process of encouraging Innovation in organisation

Organization: Standard Chartered Bank

Strategic Planning with Focus on Customers

Sat, 22 Dec 2007 00:00:00 GMT

In the modern day banking, it is a necessity that the bank’s focus and strategies are developed with the customer at the cynosure. The challenges are: i. What should be the strategic intent? ii. H .....

Practice area: Strategic Planning with Focus on Customers

Organization: Standard Chartered Bank

Voice of Customer

Sat, 22 Dec 2007 00:00:00 GMT

At SCB we realise,that we should encourage feedback from our customers – be it positive or negative. This is because we recognise the fact that the only competitive advantage that we can garner is t .....

Practice area: Voice of customer

Organization: Standard Chartered Bank

Business practice helped to become customer responsive

Sat, 22 Dec 2007 00:00:00 GMT

· Public Address System: The passengers at the bus stations face many problems regarding, timings, routes, destination places and other essential facilities. To overcome this problem and to facilitat .....

Practice area: Voice of customer

Organization: Bangalore Metropolitan Transport Corporation

Voice of Customer Module

Sat, 22 Dec 2007 00:00:00 GMT

As an organization we handle 36 million transactions a year, this is potentially 36 million customers. There are multiple touch points within the company where our customer interfaces, this has gives .....

Practice area: Voice of customer

Organization: Blue Dart

Students loyalty

Fri, 21 Dec 2007 00:00:00 GMT

The aim is a loyal customer because the loyal customer not only strengthens the organization, but improves business and gives us satisfaction of achievement and honest delivery of promises.

Practice area: Building Loyalty

Organization: National Institute of Event Management

MAINTAINING BRAND LOYALTY

Fri, 21 Dec 2007 00:00:00 GMT

OUR COMPANY MAHARASHTRA SEAMLESS LTD. SINCE COMMENCEMENT OF PRODUCTION IN 1992, HAVE BEEN CONTINUOUSLY GIVING IMPORTANCE TO THE CONCEPT OF ‘MAINTAINING BRAND LOYALTY’. IN OUR COMPANY, WE VALUE BUIL .....

Practice area: Building Loyalty

Organization: MAHARASHTRA SEAMLESS LTD.

Complaint and grievances Redressal System

Fri, 21 Dec 2007 00:00:00 GMT

NIIT services the learning needs of students across the country. Positive word of mouth and references are critical drivers in choices made by customers relating to education. This in turn is a criti .....

Practice area: Complaint Management

Organization: NIIT Limited

Always hear your student

Fri, 21 Dec 2007 00:00:00 GMT

This is done so complaints are genuinely obtained and dealt with it reduces heart burning, and inbuilt anger, on the contrary it earns the students respect and gives a win, win situation.

Practice area: Complaint Management

Organization: National Institute of Event Management

On-line Complaint Resolution-The Samsung Way!

Fri, 21 Dec 2007 00:00:00 GMT

More and more FMCG, IT and Mobile phone customers now prefer to have a real time solution to minor issues faced while using their products. Time is money and what can be better than having your issues .....

Practice area: Complaint Management

Organization: SAMSUNG INDIA ELECTRONICS PVT.LTD.

Reducing time to meet customer demand

Fri, 21 Dec 2007 00:00:00 GMT

• Bajaj Auto manufactures 2 wheelers in 60 SKUs • There has been a continuous process of reaching an optimum balance between stocks to be kept in inventory of the dealer, time required for delivery a .....

Practice area: Continuous improvement

Organization: Bajaj Auto Limited

The sky is the limit

Fri, 21 Dec 2007 00:00:00 GMT

The aim is very clear it is and it is ‘continuous improvement’ which is our mantra, which gives us our ranks, class and caliber, our huge brand image (like what zerox is to photocopying NIEM is to eve .....

Practice area: Continuous improvement

Organization: National Institute of Event Management

100% customer contact

Fri, 21 Dec 2007 00:00:00 GMT

• Products in the price range of Rs. 40000- Rs. 47000 contributes to 30% of the Indian motorcycle industry • Bajaj had in- significant presence in this segment and XCD 125 was a new product designed .....

Practice area: Customer Contact Mechanisms

Organization: Bajaj Auto Limited

Contact your student

Fri, 21 Dec 2007 00:00:00 GMT

This is done to know the customer, win his loyalty, know his needs and make him the party in our progress.

Practice area: Customer Contact Mechanisms

Organization: National Institute of Event Management

Relations with our students

Fri, 21 Dec 2007 00:00:00 GMT

The need is to improve our image with our customers and spread the word of mouth publicity.

Practice area: Customer Relationship Management

Organization: National Institute of Event Management

Finding the satisfied student

Fri, 21 Dec 2007 00:00:00 GMT

We do it because we care to know their needs and satisfactions level.

Practice area: Customer Satisfaction Determination

Organization: National Institute of Event Management

Students training

Fri, 21 Dec 2007 00:00:00 GMT

The aim is to create a satisfied student (customer), also to make him/her know all aspects of event industry and allied lines, to be more presentable and capable and more easily placed.

Practice area: Customer Segmentation

Organization: National Institute of Event Management

Applaud your student

Fri, 21 Dec 2007 00:00:00 GMT

This is to reward talent, enthusing leadership and creativity. It also creates motivation, team spirit, loyalty and a great environment. It helps our growth and their personality and skill building. I .....

Practice area: Employee Reward and Recognition for Customer Responsiveness

Organization: National Institute of Event Management

Encouraging legendary customer service at ICICI Pru Life - TATVA

Fri, 21 Dec 2007 00:00:00 GMT

ICICI Prudential Life Insurance was born with a vision “To be the dominant Life, Health & Pension player built on trust by world class people & service”. We strive continuously to build around thes .....

Practice area: Employee Reward and Recognition for Customer Responsiveness

Organization: ICICI Prudential Life Insurance

Empower your student

Fri, 21 Dec 2007 00:00:00 GMT

The aim is to create a strong base for our students, make them more skilled, better their competitors, easily placed.

Practice area: Knowledge Management

Organization: National Institute of Event Management

The future leader - students

Fri, 21 Dec 2007 00:00:00 GMT

The aim is to create leaders for the event industry, people who will be managerial cadres rather their lower rungs. They could contribute to the industry.

Practice area: Leadership focus on Customers

Organization: National Institute of Event Management

Innovations

Fri, 21 Dec 2007 00:00:00 GMT

It is to remain number one, and stay at the top, give our students (customers) the best, weaken the competitor, create a huge brand, build loyalty.

Practice area: New Product Introduction process

Organization: National Institute of Event Management

Innovate .. Innovate and Innovate

Fri, 21 Dec 2007 00:00:00 GMT

These is done to study the pulse of the students, know their opinions, creativity, thoughts, and keep them satisfied and involved.

Practice area: Process of encouraging Innovation in organisation

Organization: National Institute of Event Management

Customer Acquisition

Fri, 21 Dec 2007 00:00:00 GMT

The process of Customer Acquisition has changed over time. The need for leveraging contemporary and technology driven processes is paramount in customer acquisition and lowering the cost of acquisitio .....

Practice area: Sales Process

Organization: NIIT Limited

more and more students admitted

Fri, 21 Dec 2007 00:00:00 GMT

The aim is to increase admissions (sales), and make it easy for the potential customer

Practice area: Sales Process

Organization: National Institute of Event Management

student strategy

Fri, 21 Dec 2007 00:00:00 GMT

The aim is to produce very capable and skilled students who would be a great event manager and could be easily placed and contributes to the industry.

Practice area: Strategic Planning with Focus on Customers

Organization: National Institute of Event Management

The student's voice

Fri, 21 Dec 2007 00:00:00 GMT

The need to understand the customer i.e. the students and his needs, so we can a very satisfied student who will recommend NIEM to other students who wish to do event management, as they say there is .....

Practice area: Voice of customer

Organization: National Institute of Event Management

Customer Advisory Council (CAC), CGSL

Thu, 20 Sep 2007 00:00:00 GMT

CGSL began its operations in the year 1999 with primary focus on corporate banking domain. By 2004, CGSL had multiple clients across corporate and consumer groups, catering to multiple domains like ca .....

Practice area: Leadership focus on Customers

Organization: Citigroup Global Services Ltd.

"Automation of various sales process"

Tue, 20 Nov 2007 00:00:00 GMT

1. Reseller Payout automation to reach across 600 towns in less than 30 days : Channel Partners form an integral part and the backbone of a distribution network for any marketing endeavor. Trust, C .....

Practice area: Sales Process

Organization: WeP Peripherals

Efficient complaint handling and Good Service recovery - Key to Effectively Manage Complaints

Thu, 20 Dec 2007 00:00:00 GMT

Efficiently acknowledging and responding to Customer feedback is the the key factor in restoring confidence of Customers.

Practice area: Complaint Management

Organization: Thomas Cook (India) Limited

Enriching Customer Experience

Thu, 20 Dec 2007 00:00:00 GMT

Pressmart offers digital publishing and library solutions to publishing houses from across 33 countries in 20 different languages. On a day-to-day basis, our customers’ upload their pre-press pages on .....

Practice area: Continuous improvement

Organization: Pressmart Media Limited

Customer Satisfaction - Credit Cards & Non-Premier Category

Thu, 20 Dec 2007 00:00:00 GMT

In this highly competitive banking industry, all banks are competing against each other based on branding, product basket, pricing, convenience, and most important of all, the quality of service provi .....

Practice area: Customer Satisfaction Determination

Organization: HSBC

‘We Can, We Will’- Better Together- ‘Transforming Customer Services’- an initiative by Singapore Air

Thu, 20 Dec 2007 00:00:00 GMT

Singapore Airlines was known the world over for its customer service therefore the need was felt to maintain a uniformity of service standards across its various stations and to take its customer serv .....

Practice area: Customer Satisfaction Determination

Organization: Singapore Airlines

Recognition of achievement for Customer Responsiveness

Thu, 20 Dec 2007 00:00:00 GMT

In order to increase motivation and recognize achievements thereby reinforcing high performance. This is also an outstanding tool in aiding retention of quality staff within the organization.

Practice area: Employee Reward and Recognition for Customer Responsiveness

Organization: Thomas Cook (India) Limited

Extranet Portal for Customers to Track Projects and Business Communication

Thu, 20 Dec 2007 00:00:00 GMT

Bodhtree offers data cleansing and maintenance services for large-sized health care providers in the US market. Our domain and technical experts work on the huge chunk of erroneous data present in the .....

Practice area: Strategic Planning with Focus on Customers

Organization: Bodhtree Consulting Limited

Fun on the Run

Thu, 20 Dec 2007 00:00:00 GMT

Our business is dependent on customer service and constant upgradation of the same for their convenience. At times we have to anticipate their latent demands and strategically introduce new services. .....

Practice area: Strategic Planning with Focus on Customers

Organization: Equino Fun Holidays

Solving Customers needs

Thu, 20 Dec 2007 00:00:00 GMT

One of our markets is the Automotive aftermarket where we work with engineers who repair cars. The work in difficult environments. We have been helping them with respiratory, ear and eye protection fo .....

Practice area: Voice of customer

Organization: 3M India Limited

24*7 Student service through e-connect

Thu, 20 Dec 2007 00:00:00 GMT

IACM is a Network Training Company which delivers skill based ( Computer Hardware, Networking and Security management) IT trainings to students through various training facilities/centres spread all .....

Practice area: Voice of customer

Organization: IACM SmartLearn Ltd.

Customer Satisfaction Measurement

Mon, 19 Nov 2007 00:00:00 GMT

In the very competitive market it is important not only to get new client base but also to retain the existing customers. To obtain this goal and ensure the Brand Loyalty we wanted to check-up ourselv .....

Practice area: Customer Satisfaction Determination

Organization: AIRPORTS AUTHORITY OF INDIA

Customer Satisfactio Measurement for a Wealth Management Company

Mon, 19 Nov 2007 00:00:00 GMT

As we evolved from a single product brokerage firm to a multi-channel, multi-product wealth management company; it became imperative to measure customer satisfaction for three reasons 1) Besides csu .....

Practice area: Customer Satisfaction Determination

Organization: Motilal Oswal Sceurities Ltd

Tracking and responding to customer interactions - Need of the Hour

Wed, 19 Dec 2007 00:00:00 GMT

We have implemented a software for tracking the interactions of the investors. It is not enough if we only sell the mutual fund units to the public. Once they subscribe and become our investors, it .....

Practice area: Complaint Management

Organization: DBS CHOLAMANDALAM ASSET MANAGEMENT LIMITED

Customer Self Service from Airtel

Wed, 19 Dec 2007 00:00:00 GMT

With Airtel brand increasing its foot print to All India, covering 50 Million customers, customers have started expecting services from all available channels across country. Also with Indian consumer .....

Practice area: Customer Contact Mechanisms

Organization: Bharti Airtel Ltd.

Customer Contact mechansim at Thomas Cook

Wed, 19 Dec 2007 00:00:00 GMT

For customers' ease and convenience in providing feedback / suggestions / comments.

Practice area: Customer Contact Mechanisms

Organization: Thomas Cook (India) Limited

Customer relationship org Structure

Wed, 19 Dec 2007 00:00:00 GMT

The customers expect a lot of guidance (in particular those customers who are new to offshore software servcies) from the vendors. It is essential that we provide dedicated resources to answer their q .....

Practice area: Customer Relationship Management

Organization: Covansys India Private Limited

SMS Service Quality Feedback Tracker

Wed, 19 Dec 2007 00:00:00 GMT

At Kaya Skin Clinic we believe that " Customer Experience" is the key to success of the business model in the long term as a result we need to have an unbiased feedback from the customers on the over .....

Practice area: Customer Satisfaction Determination

Organization: Kaya Skin Clinic

Insights@Airtel

Wed, 19 Dec 2007 00:00:00 GMT

Successfulast 12 years, Airtel has seen tremendous growth in customer base. Roll out of services all over India means vast geographical spread, with local and regional variations in service and produc .....

Practice area: Knowledge Management

Organization: Bharti Airtel Ltd.

Innovation in Cosmic Circuits

Wed, 19 Dec 2007 00:00:00 GMT

Cosmic Circuits is in Analog Semiconductor IP Business. This business is measured on how good is our solution compared to competition. Customers are willing to pay more for a better solution since th .....

Practice area: Process of encouraging Innovation in organisation

Organization: Cosmic CIrcuits Pvt Ltd

CSMM - Measuring Customer satisfaction @ Airtel

Wed, 19 Dec 2007 00:00:00 GMT

Airtel has long been considered the leading telecom service provider. To remain on top we need to understand the mood of the customer through independent research agencies, as well as our internal res .....

Practice area: Voice of customer

Organization: Bharti Airtel Ltd.

Customer Segmentation through Platinum, Gold, Premier Categorization.

Mon, 18 May 2009 00:00:00 GMT

Acer India has got a variety of client base in India based on product line and service delivery. All these users vary from a very large size database which are located across all possible geographic l .....

Practice area: Customer Segmentation

Organization: Acer India (Pvt) Limited

Customer Training

Tue, 18 Dec 2007 00:00:00 GMT

The practice of Health care continues to develop and evolve. Professionals engaged in caring for patients need support to be kept up to date on new practices. These professionals are our customers and .....

Practice area: Building Loyalty

Organization: 3M India Limited

Launch of Toll free Nos. for CRC

Tue, 18 Dec 2007 00:00:00 GMT

Since Customer satisfaction was the primary objective, to enable the customers to have a easy access to our company

Practice area: Customer Contact Mechanisms

Organization: Ford India Ltd

Customer Relationship Management

Tue, 18 Dec 2007 00:00:00 GMT

The Business Model of the Airline is basically designed around providing innovative features in the offering that are the basic differentiators of the Brand. In this context we thought that the best w .....

Practice area: Customer Relationship Management

Organization: Paramount Airways P Ltd

Customer Satisfaction Index

Tue, 18 Dec 2007 00:00:00 GMT

The very nature of the health care industry requires that a long term relationship is established with customers, that the satisfaction levels are very high and that a good customer interface is in pl .....

Practice area: Customer Satisfaction Determination

Organization: Wockhardt Hospitals Ltd

Customer Satisfaction Survey

Tue, 18 Dec 2007 00:00:00 GMT

The main objective of doing the survey was: 1. To understand the satisfaction levels of our existing customers 2. To quantify the same 3. To understand the key issues / challenges which our existin .....

Practice area: Customer Satisfaction Determination

Organization: Mettler-Toledo India Private Limited

Rural Financing model

Tue, 18 Dec 2007 00:00:00 GMT

• The All- India penetration of 2 wheelers is 14% where as it is 28% in urban and 9% in rural • The rural penetration is likely to increase to much faster than urban • But 50% of rural intenders d .....

Practice area: Strategic Planning with Focus on Customers

Organization: Bajaj Auto Limited

Improvement of imagery on youth and innovation

Tue, 18 Dec 2007 00:00:00 GMT

• The strategic vision of the company is in owning the “biking” proposition as against the “commuting” platform which other competitors are focusing on • To reach this perception platform, Bajaj pla .....

Practice area: Strategic Planning with Focus on Customers

Organization: Bajaj Auto Limited

Meeting Articulated & Unarticulated Customer Needs

Tue, 18 Dec 2007 00:00:00 GMT

In Stainless Steel industry, the customer purchases bulk material that weigh as much as 16 tons. The customer then has to focus his efforts to arrange logistic support & get it to a customized size, .....

Practice area: Strategic Planning with Focus on Customers

Organization: Jindal Stainless Ltd.

Product Development

Tue, 18 Dec 2007 00:00:00 GMT

A requirement to ensure that the products that we developed really did meet the needs of our customers to help them to become more successful

Practice area: Voice of customer

Organization: 3M India Limited

Indian Consumers – An Opportunity in its Variety

Thu, 17 Jan 2008 00:00:00 GMT

• Background The greatest challenge for a marketer is to understand its consumers. The challenge at the second level hence is to satisfy their needs. In a country like ours, diversity in the needs .....

Practice area: Customer Segmentation

Organization: ITC Ltd Foods Division

Evolving Quality

Thu, 17 Jan 2008 00:00:00 GMT

The traditional waterfall methodology delivered ‘what the customer ordered’, whereas taking the cue from writings of Tom Gilb, InfrasoftTech developed a unique process named: EvoQ – “Evolving Quality” .....

Practice area: Strategic Planning with Focus on Customers

Organization: Infrasoft Technologies Limited

Holiday Experience Profiling

Thu, 17 Jan 2008 00:00:00 GMT

•To ascertain quality of every aspect of the holiday experience •To gather feedback, comments, suggestions on each of the services - direct VOC. •To ensure that complaints if any, are resolved with .....

Practice area: Voice of customer

Organization: Mahindra Holidays & Resorts India Ltd

Educating Blackberry Customers for optimal handset utilization

Mon, 17 Dec 2007 00:00:00 GMT

Blackberry users are our premium customers. However, they face the issue of not being able to utilize the full power of their blackberry handheld. This leads to underutilization of this powerful mobil .....

Practice area: Customer Segmentation

Organization: Bharti Airtel Ltd.

Building Loyalty

Fri, 16 Nov 2007 00:00:00 GMT

Inter-active Sessions: The hospital has introduced a unique methodology by having monthly inter-active sessions with the local public to impart knowledge for prevention of various diseases and on the .....

Practice area: Building Loyalty

Organization: JASLOK HOSPITAL

Customer Advocacy

Fri, 16 Nov 2007 00:00:00 GMT

Given the diverse lines of business(LOB) & their complexity, it was seen that several customer escalations were not getting focus & the priority they required hence, leading to customer dissatisfactio .....

Practice area: Complaint Management

Organization: Wipro Infotech

Complaint Management

Fri, 16 Nov 2007 00:00:00 GMT

A team of Medical Superintendent, Housekeeper and Floor Managers visit all the patients daily and any complaint raised by the patient which needs immediate attention is looked into. Those which form a .....

Practice area: Complaint Management

Organization: JASLOK HOSPITAL

Customer Contact Mechanisms

Fri, 16 Nov 2007 00:00:00 GMT

Floor Managers : Floor Managers are appointed in the wards who are responsible to daily visit the patients to take the feed back and assess the quality of services being rendered. This contact is on .....

Practice area: Customer Contact Mechanisms

Organization: JASLOK HOSPITAL

Customer Relationship Management/ Customer Segmentation

Fri, 16 Nov 2007 00:00:00 GMT

The hospital caters to the clients of various economic backgrounds and therefore it becomes necessary to have different levels of quality of rooms in order to meet the satisfaction of the patients. P .....

Practice area: Customer Relationship Management

Organization: JASLOK HOSPITAL

Customer Satisfaction Determination

Fri, 16 Nov 2007 00:00:00 GMT

A weekly printout is taken from the customer feedback system where data is centrally collected to gauge the level of performance of various departments and floors and to determine the level of satisfa .....

Practice area: Customer Satisfaction Determination

Organization: JASLOK HOSPITAL

Employee Reward and Recognition for Customer Responsiveness

Fri, 16 Nov 2007 00:00:00 GMT

The performance of all wards and departments is closely monitored throughout the year by appraisals and inspection systems in which customer satisfaction feedback is also taken into consideration. Be .....

Practice area: Employee Reward and Recognition for Customer Responsiveness

Organization: JASLOK HOSPITAL

Knowledge Management

Fri, 16 Nov 2007 00:00:00 GMT

Regular training sessions are held at various levels of the staff to upgrade their knowledge and they are encouraged to participate in workshops and seminars at the national and international levels. .....

Practice area: Knowledge Management

Organization: JASLOK HOSPITAL

New Product Information Process

Fri, 16 Nov 2007 00:00:00 GMT

When any new equipment is procured in the hospital, the information with regard to the technical features and capabilities are posted to various consultants in the city / country for their information .....

Practice area: New Product Introduction process

Organization: JASLOK HOSPITAL

Process of Encouraging Innovation in Organization

Fri, 16 Nov 2007 00:00:00 GMT

The hospital has on its panel approximately 280 eminent medical consultants and for each discipline coordinators have been appointed. Monthly meetings are held to disseminate latest information on me .....

Practice area: Process of encouraging Innovation in organisation

Organization: JASLOK HOSPITAL

Strategic Planning with Focus on Customers

Fri, 16 Nov 2007 00:00:00 GMT

The healthcare industry is moving fast in terms of technology and innovation and it has become necessary for the healthcare industry to keep pace with the technology in order to give value added servi .....

Practice area: Strategic Planning with Focus on Customers

Organization: JASLOK HOSPITAL

Voice of Customer:

Fri, 16 Nov 2007 00:00:00 GMT

In the past one year the Jaslok Hospital & Research Centre has undertaken a number of initiatives such as up-gradation of medical equipment for better diagnostics facilities, major projects for improv .....

Practice area: Voice of customer

Organization: JASLOK HOSPITAL

Assessment of Customer Satisfaction

Wed, 16 Jan 2008 00:00:00 GMT

In consultancy business where the product intangible, it is very important to know the exactly the clients' present and future requirements. The satisfied clients bring repeat orders and the business .....

Practice area: Customer Satisfaction Determination

Organization: RITES Ltd.

Customer Engagement Programme: Making the Kotak DREAM in to a reality

Sun, 16 Dec 2007 00:00:00 GMT

While all banks and in fact most companies in the customer service industry provide their HNI customers, service standards par excellence by dedicated relationship managers, the larger segment of cust .....

Practice area: Customer Relationship Management

Organization: Kotak Mahindra Bank

Employee Endeavours to Customer Compliments

Sun, 16 Dec 2007 00:00:00 GMT

At Kotak we realize that the best laid processes and the most innovative products are mandatory for Customer Service, however what brings the cutting edge is the staff who interact with customers – th .....

Practice area: Employee Reward and Recognition for Customer Responsiveness

Organization: Kotak Mahindra Bank

Customer Delight Management

Tue, 15 Jan 2008 00:00:00 GMT

It stems from our philosophy that Customers expectations is what any organization should map and strive to meet and not rely on current internal processes alone to determine resolution of any instance .....

Practice area: Complaint Management

Organization: Make My Trip India Pvt. Ltd

Customer Help Desk

Tue, 15 Jan 2008 00:00:00 GMT

Business drivers that necessitated the development of this business practice: · Rapidly Expanding Business: The company has shown tremendous growth over the last three years, with a number of leadi .....

Practice area: Complaint Management

Organization: Newgen Software

CSD

Fri, 14 Sep 2007 00:00:00 GMT

As the market dynamics changed drastically, we anticipated a highly competitive market which ahead which could take over our customer base, if not looked after. Our Top Management debated internally .....

Practice area: Customer Satisfaction Determination

Organization: Zenith computers Ltd

Global Partnership Weekend

Mon, 14 Jan 2008 00:00:00 GMT

Customer Sovereignty’ is the most important of the six values practices at Zensar. This value places the customer effectively at the top of the organization chart. The substance and credibility of thi .....

Practice area: Strategic Planning with Focus on Customers

Organization: Zensar

Statisfaction determination

Thu, 13 Sep 2007 00:00:00 GMT

Whenever a previous/ old customer contacts you again or any reference given by them approaches , you know the value of customer satisfaction. Truth, transparency and fierce determination to give the .....

Practice area: Customer Satisfaction Determination

Organization: K.K. Consulting, Inc.

Capturing voice of customer in our offering

Thu, 13 Sep 2007 00:00:00 GMT

Datamatics Technologies Ltd. is BPO company in the non voice transaction processing space. We were already in the verticals of Publishing, Health Care, Accounts Payable, US/Canada Tax processing among .....

Practice area: Strategic Planning with Focus on Customers

Organization: Datamatics Technologies Ltd.

Feedback

Sat, 12 Jan 2008 00:00:00 GMT

To aim for 95% or more feed back from our customers to know the shortfalls in the process of our patients getting healed.

Practice area: Voice of customer

Organization: M.V.Hospital for Diabetes (P) Ltd.

Service Camps

Fri, 11 Jan 2008 00:00:00 GMT

Traditionally customers approach service centers and use online technical help only after facing problems with their computers and IT hardware products. However, the fact remains that customers do fac .....

Practice area: Building Loyalty

Organization: Acer India (Pvt) Limited

Pharmacy

Fri, 11 Jan 2008 00:00:00 GMT

To provide cheaper medicines for patients who are on long term cardiac medication.

Practice area: Building Loyalty

Organization: Asian Heart Institute

Acer Corporate Complaint Management- Customer Support Department

Fri, 11 Jan 2008 00:00:00 GMT

Acer understands the importance of addressing customer complaints and treats them on high priority and sensitivity. Like any other brand in the computer hardware industry Acer also receives complaints .....

Practice area: Complaint Management

Organization: Acer India (Pvt) Limited

Regional Help Desk & Smart Desk

Fri, 11 Jan 2008 00:00:00 GMT

Acer is associated with a large project of supplying commercial PC and peripherals in one of the prosperous India states since the past three years. All these IT hardware are supplied, installed and m .....

Practice area: Customer Contact Mechanisms

Organization: Acer India (Pvt) Limited

Customer Feedback

Fri, 11 Jan 2008 00:00:00 GMT

To aim for 90 % or more feedback from our customers to understand the flaws and drawbacks in our system and protocols.

Practice area: Customer Satisfaction Determination

Organization: Asian Heart Institute

User Level Training – For Major Projects

Fri, 11 Jan 2008 00:00:00 GMT

Acer has supplied huge bulk of PCs, Notebooks and peripherals extensively to several customers spread across several states. Since most of the actual end user customers were first time computer users, .....

Practice area: New Product Introduction process

Organization: Acer India (Pvt) Limited

Acer Empowering Technology

Fri, 11 Jan 2008 00:00:00 GMT

Acer is recognized around the world for innovative, user-friendly and dependable technology. Intellectual Property is the valuable assets created by innovations. In fact, Acer thrives in innovating fo .....

Practice area: Process of encouraging Innovation in organisation

Organization: Acer India (Pvt) Limited

Dual Call Centers

Fri, 11 Jan 2008 00:00:00 GMT

Acer understands that the different customer segments need different and customized services. The large corporates, government and SME segments using the commercial line of desktop PCs, servers and pe .....

Practice area: Voice of customer

Organization: Acer India (Pvt) Limited

On line complaint monitoring system.

Fri, 11 Jan 2008 00:00:00 GMT

Customers were contacting personally in case of non functioning of facility. This necessitated availability of contact person 24 X 7. Even with this, there were time fractions of non availability.

Practice area: Voice of customer

Organization: RIL - NMD

Recommend Sun Index -RSI

Fri, 11 Jan 2008 00:00:00 GMT

With rapid growth in services business, it is essential that we continue to have a clear picture of the customer's needs and expectations in the market place. With a highly partner leveraged model tha .....

Practice area: Voice of customer

Organization: Sun Microsystems

Rapport with clientele

Fri, 11 Jan 2008 00:00:00 GMT

Being a Financial Institution catering exclusively to the Indian Power Sector, PFC wanted to develop mutually beneficial relationships with its clients, on whom the very survival of the organization i .....

Practice area: Voice of customer

Organization: Power Finance Corporation

on line grievances redressal system

Mon, 10 Sep 2007 00:00:00 GMT

Innovation and Paradigm shift: a)Connecting consumers to the boardroom of a company to provide direct access to market dynamics. Two functions of an organization 1. sales and distribution through thi .....

Practice area: Complaint Management

Organization: mobile mantra

A multi pronged strategy to take care of Customer Complaints and Technical Support

Fri, 09 Nov 2007 00:00:00 GMT

Anti virus Software is a unique field in the sense that , most of the customers think of the same only when their security is already compromised, thus requiring very high level of support.

Practice area: Complaint Management

Organization: Quick Heal Technologies (P) Ltd.

Web-based Guest Feedback System

Sat, 08 Sep 2007 00:00:00 GMT

The Leela Group runs some of the finest Palaces, Hotels & Resorts in India. Guest Service is essential in its Business. In order to understand where it stands vis-à-vis its Guest service standards, .....

Practice area: Customer Satisfaction Determination

Organization: The Leela Palaces, Hotels & Resorts

"Pledge to Serve" Process

Sat, 08 Sep 2007 00:00:00 GMT

The Leela Group runs some of the finest Palaces, Hotels & Resorts in India. In order to be competitive in the market and retain its Market Leadership Position (as enunciated by the measure RevPar .....

Practice area: Employee Reward and Recognition for Customer Responsiveness

Organization: The Leela Palaces, Hotels & Resorts

Strategy Development & Deployment Process

Sat, 08 Sep 2007 00:00:00 GMT

The Leela Group runs some of the finest Palaces, Hotels & Resorts in India. With a driving principle of “Atithi Devo Bhava” (Guest is God), its Endeavour is to provide a comfortable and a memorable st .....

Practice area: Strategic Planning with Focus on Customers

Organization: The Leela Palaces, Hotels & Resorts

Web-Based Guest Feedback & VOC System

Sat, 08 Sep 2007 00:00:00 GMT

Practice area: Voice of customer

Organization: The Leela Palaces, Hotels & Resorts

BENEFITS IN CUSTOMER CENTRIC SERVICES

Mon, 08 Oct 2007 00:00:00 GMT

The power sector is known for poor consumer services and consumers have long experienced unfriendly services….. --------------------------------------------------------------------------------------- .....

Practice area: Customer Satisfaction Determination

Organization: RELIANCE ENERGY

Pursuing perfection in providing user-friendly products and services with quality assurance.

Thu, 08 Nov 2007 00:00:00 GMT

The large geographical spread and fragmented nature of physical markets and variety of commodities in India were waiting to be integrated under a national-level trading platform for commodity derivati .....

Practice area: Customer Relationship Management

Organization: Multi Commodity Exchange oif India Limited

Creating Knowledge base for Participants and Partners …. Need for Training in Commodities

Thu, 08 Nov 2007 00:00:00 GMT

• Physical markets limited to a set of participants and was more localized • Lack of training and developmental aspects • Regulatory constraints were restricting newer development in the commodity .....

Practice area: Knowledge Management

Organization: Multi Commodity Exchange oif India Limited

Continuous innovation in products and services for the benefit of commodity sector participants.

Thu, 08 Nov 2007 00:00:00 GMT

• User understanding limited due to lack of awareness and fragmented markets • No proactive step from specific organisation to disseminate information • Lack of trained persons in physical and new g .....

Practice area: New Product Introduction process

Organization: Multi Commodity Exchange oif India Limited

Customers pay our salary

Tue, 08 Jan 2008 00:00:00 GMT

Increasing Competition (whether for profit or nonprofit) is forcing business to pay much more attention to satisfying customers, including by providing strong customer service Always delivers the job .....

Practice area: Customer Relationship Management

Organization: ICICI Pru Life

Learning Maps – Route for performance…Directions to succeed

Tue, 08 Jan 2008 00:00:00 GMT

Being in an industry in which our customers approach us for assistance / advice for something which is very close to their heart – money, we needed to ensure that all our employees are fully equipped .....

Practice area: Knowledge Management

Organization: Kotak Mahindra Bank

E2E: e-mpowerment leads to productivity enhancement

Tue, 08 Jan 2008 00:00:00 GMT

With business expansion happening rapidly across the organizations, performance tracking needed to get more advanced to ensure optimal productivity is achieved, maintained and monitored. The need of .....

Practice area: Strategic Planning with Focus on Customers

Organization: Kotak Mahindra Bank

relationship with customers

Fri, 07 Sep 2007 00:00:00 GMT

Our business is relationship based like any business. it is very important that we donot allow the customer to forget us. so we remain in touch with them - thro email -telephone calls .....

Practice area: Customer Relationship Management

Organization: Phillips Kiln Services (India) Pvt Ltd,

Improving First Time Business through Customer Lifecycle Management

Fri, 07 Sep 2007 00:00:00 GMT

One of the leading express and logistics service providers in the country faced problems in converting New Accounts into FTB (First Time Business). The company found out that most of its new accounts .....

Practice area: Customer Relationship Management

Organization: DHL Express

Knowledge Management initiative with e-Learning and e-certification through Computer Based Training.

Sat, 06 Jun 2009 00:00:00 GMT

Acer is recognized around the world for innovative, user-friendly and dependable technology. Operating in an indirect mode of operation in India acer needs to endeavor the continuous practice of knowl .....

Practice area: Knowledge Management

Organization: Acer India (Pvt) Limited

Service Leadership Series

Fri, 04 Jan 2008 00:00:00 GMT

Practice area: Strategic Planning with Focus on Customers

Organization: ICICI Prudential Life Insurance

A comprehensive framework for capturing Voice of Customer

Fri, 04 Jan 2008 00:00:00 GMT

Customer First is one of the core values of ICICI Prudential Life Insurance. Keeping the customer at the centre of all our practices, our Service strategy is based on understanding customer needs wit .....

Practice area: Voice of customer

Organization: ICICI Prudential Life Insurance

Client orientation

Tue, 04 Dec 2007 00:00:00 GMT

Regular oversight of employees & practices by Managers and Senior Management Periodic in-house as well as need based training to upgade processes to enhance guest experiences & delight.

Practice area: Building Loyalty

Organization: Jaypee Hotel

The Real Estate Paradox

Tue, 04 Dec 2007 00:00:00 GMT

Until now, in the Indian Real Estate sector, most RE developers have primarily catered to 2 major target audiences – 1. Mid Income - Apartments between INR 60 Lacs to 90 Lacs in Metros and between I .....

Practice area: Customer Segmentation

Organization: Asipac Projects Pvt. Ltd.

Family Meetings

Mon, 03 Sep 2007 00:00:00 GMT

Communication plays a critical role in health care and plays a significant role in the success / failure of doctors / health care institutions. Despite understanding this we did not have a structured .....

Practice area: Customer Contact Mechanisms

Organization: Apollo Health City

Achieving Customer Satisfaction through Continues Call Back from Acer.

Wed, 03 Mar 2010 00:00:00 GMT

Practice area: Continuous improvement

Organization: Acer India (Pvt) Limited

Outstanding Performance Award for customer support department

Wed, 03 Mar 2010 00:00:00 GMT

The tagline of Acer India has been “ We hear You “. This reassurance to customers is backed up by customer feedback , committed delivery and corrective action at all levels within the organization. .....

Practice area: Employee Reward and Recognition for Customer Responsiveness

Organization: Acer India (Pvt) Limited

Major Account call management

Wed, 03 Mar 2010 00:00:00 GMT

Practice area: Strategic Planning with Focus on Customers

Organization: Acer India (Pvt) Limited

I Love LG Club

Thu, 03 Jan 2008 00:00:00 GMT

The times are changing and a rapid advancement in consumer durable industry is well reflected over the past one decade. The face of changing India is reflected as companies are all reworking strategie .....

Practice area: Customer Relationship Management

Organization: LG Electronics India Pvt Ltd

Achieving Customer Satisfaction through Continuous Call Back from acer call centre.

Fri, 01 May 2009 00:00:00 GMT

Practice area: Customer Satisfaction Determination

Organization: Acer India (Pvt) Limited