Sameet Gupte, CEOCustomer experience has always been the lifeblood of businesses. However, face-to-face contact is being replaced with multiple digital channels, across which personalized service becomes a herculean task. Servion Global Solutions has stepped up to meet that challenge. For the past 21 years, Servion has been at the forefront of the customer experience industry. They began their journey from being a single channel (voice) interaction expert and now they are an industry pioneer in delivering omni-channel customer experience.
Today, companies are trying to mimic the personal face-to-face contact with customers through multiple digital channels. Sameet Gupte, CEO of Servion, puts it this way, “If you were a high-net-worth customer at a bank, 40 years ago, the branch manager would have walked out to the car and received you personally. Today, the key is to give the customer that feeling through automating and integrating customer interaction channels.”
Servion has developed a suite of platforms that are designed to ensure companies can provide a superior level of service to their clients. ServDesign allows Servion to work directly with their clients to audit their operations and make recommendations. Servion ensures they have the right channels and the infrastructure to make it work.
Next, Servion combines the power of their ServIntuit and ServInsights platforms to collect and leverage customer data to help enhance customer experience and make it more intuitive. ServIntuit is an analytics platform that collects data from all the different channels and analyzes that data to provide critical customer information, such as the lifetime value of a customer. This data is then viewed and managed via ServInsights, a dashboard that provides a company with metrics for each of their customers, such as how often they call and what products they buy. This information gives any agent interacting with a customer a full personalized view of that customer, which allows them to personalize customer contact and make suggestions that are relevant to the customer.
We manage over 10 billion customer interactions annually across 60 countries in 6 continents
One Servion client was a bank that was experiencing a significant loss in credit card customers, which caused the bank loss of market share and revenue. Servion was able to assess the channels used by the bank and bring in speech analytics and biometrics that would automatically assess a customer’s intentions. That customer could then be routed to speak to a live agent, helping the bank retain more customers. Artificial Intelligence (AI) was also used to analyze the potential reasons for cancelling the credit card and those reasons could be addressed up front. The business outcome was a significantly reduced number of people wanting to cancel their credit cards.
“We manage over 10 billion customer interactions annually across 60 countries in 6 continents,” extols Sameet. However, Servion’s biggest differentiator lies in their ability to come in and help a company give their customers that enhanced and intuitive experience. Sameet compares this to the personalization of a laptop, “How can you make the laptop personalized? It is through the interface. That is what we want to offer. That is what we are building for the future.”
For this reason, Servion is focusing on bringing AI and the machine learning component to ServIntuit so it becomes a live intuitive platform that can interact directly with the customer. They are also ensuring their platforms support virtual and augmented reality. In terms of ServInsights, the key is to leverage big data and analytics to draw meaningful insights from the data. Servion has been growing rapidly, with offices in the U.S., the U.K., Dubai, APAC, and India. As Sameet says, “We have an energetic and positive momentum going right now.”