BWI: Servion Transforms Business, to Transform the Customer Interaction Management Landscape

Press release from Business Wire India
Source: Servion
Friday, January 09, 2009 06:49 PM IST (01:19 PM GMT)
Editors: General: Consumer interest; Business: Accounting & management consultancy services, Business services, Information technology; Technology
Release no: 18900
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Servion Transforms Business, to Transform the Customer Interaction Management Landscape


Chennai, Tamil Nadu, India, Friday, January 09, 2009 -- (Business Wire India) -- Servion Global Solutions, (head quartered in Chennai, India) a specialist in the Customer Interaction (CIM) domain, today unveiled its business transformation program that they have been working on for the last 24 months. The transformation program has carefully moved the company towards its current positioning of being a consulting led, end-to-end specialist in the Customer Interaction Management (CIM) domain. This reflects in the changes the company has engineered - internal and external. The external manifestation of this transformation is seen in the positioning, engagement, and new identity of the company.

Traditionally, Customer Interaction Management has been viewed as a cost center that is metric driven, regardless of the experience the customer takes away. Surveys conducted worldwide show that while organizations state cost and requirements change for customer churn, 70% of customers state that the biggest reason for them to look for options is customer service experience. Customer service experience today becomes more critical than ever because this directly impacts the ability of organizations to retain customers. Research has established that companies can see a 25% - 85% growth in profit by retaining just 5% more of their customers.

The business transformation program backed by more than a decade of experience in the CIM space, has enabled Servion to work with organizations to map and align customer interaction to their business goals that helps achieve three key objectives - increase in revenue, reduction in operational expenses and increase in customer satisfaction, resulting in higher levels of customer retention.

Servion has grown from a 4 member to a 450+ member organization. In the journey so far, Servion has the distinction of having deployed India's first Interactive Voice Response (IVR) system (the changed number announcement system for the Department of Telecom) and today has over a 1000 installations across 41 countries.

K. Balakrishnan, MD & CEO, Servion Global Solutions comments, "Servion's aim is to design & deliver solutions that will positively affect and enhance every single customer interaction globally. The business transformation program is yielding impressive results in that direction - with Senilon 's solutions handling over 7 billion mission critical customer interactions every year."

Say's G. Shankaran Nair, President - Corporate Strategy, Servion Global Solutions "The single largest issue facing many CIM deployments is the issue of strategy and design. Every function within the organization is a stakeholder of CIM and tends to pull the deployment in different directions. As a result, a gap is created between the expectation and experience at the point of interaction. Sei'vion's business engagement model helps organization understand this and lay out a contact management strategy, which ensures that all functions are aligned with each other in the design and implementation of the solution."

About Servion

Servion Global Solutions is a fast-growing company that specializes in Customer Interaction Management (CIM) solutions that help companies provide a superior customer experience. With more than 400 customers and more than 1000 installations in 41 countries, Servion's products and solutions handle in excess of 600 million voice/fax/ACDIWeb/e-mail interactions per month.

Servion takes a consulting-led approach to optimize customer interaction for its clients, drawing from a proven combination of deep contact optimization experience, business acumen and broad contact center technology knowledge. Servion offers solutions across eight segments of the CIM industry (technology consulting, Contact Center intelligence and reports, agent productivity, outbound interaction management, self service, workforce management, quality monitoring, and process management) to a wide range of verticals such as banking and finance, telecommunications, business process outsourcing, transportation, retail, and hospitality.

These CIM solutions are delivered through Servion's Consulting and Engineering arms using five different services - application maintenance, custom development, product development, systems integration, and research and development.

For more information, please visit www.servion.com.

Disclaimer

This media release includes and is based, inter alia, on forward-looking information and statements that are subject to risks and uncertainties that could cause actual results to differ. Such forward-looking information and statements are based on current expectations, estimates and projections about global economic conditions, governmental regulations of the regions and industries that are major markets for Servion Global Solutions and its subsidiaries and affiliates. Although Servion Global Solutions believes that its expectations and the information in this media release were based upon reasonable assumptions at the time when they were made, it can give no assurance that those expectations will be achieved or that the actual results will be as set out in this media release. Neither Servion Global Solutions nor any of its affiliates is making any representation or warranty, expressed or implied, as to the accuracy, reliability or completeness of the information in the media release, and neither Servion Global Solutions nor any of its affiliates or any of their directors, officers or employees will have any liability to you or any other persons resulting from your use of the information in the media release.


CONTACT DETAILS
Ashok John, Servion Global Solutions, +91 (044) 42094238, ashok.johnservion.com
Anu Lakshman, IPAN, +91 (044) 28217294, anu.lakshman@ipan.com

KEYWORDS
CONSUMER, CONSULTANCY SERVICES, BUSINESS SERVICES, IT, TECHNOLOGY

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