Customer experience is critical to your business

Transcription

1 Customer experience is critical to your business

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3 How customers experience your brand determines how customers remember your brand.

4 Customer experiences matter. matter. They They are are a crucial a crucial differentiator in the in the marketplace. It is It essential is essential to provide to provide customers with with consistent and and persuasive experiences across all their touch points. persuasive experiences across all their touch points. Get the experience right. Delivering brand brand promise promise means means creating creating brand brand value. value.

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6 At Aegis, we deliver the customer experience seamlessly. we cover the entire spec At Aegis, we deliver the customer experience seamlessly. customer experience ma m We We analyze, analyze, identify, identify, develop, develop, build build and and manage manage - basically - basically put put your your customers first. first.

7 trum of of nagement.

8 CUSTOMER LIFECYCLE MANAGEMENT Outsource your customer management to grow lifetime value. Customers expect to interact with brands through a multitude of channels, from the telephone, to and chat, on social media, and even face-to-face in retail, at events, or at their own doorstep. Providing consistent brand experience across all channels, monitoring the quality of those interactions, and building greater affinity between the customer and brand by delivering experience that differentiates brands from their competition is a key set of challenges that organizations face. Aegis brings its commitment to customer experience management to fruition through an integrated multichannel customer contact service offering. Our customer contact centers are equipped to handle voice, mail, chat, and social media monitoring and engagement tools that are state-of-the-art. We have 56 centers in 13 countries including the US, UK, India, and Philippines and can provide a solution for all major markets that is the optimal mix of cultural affinity and cost arbitrage. Our CLM services follow the Quality Process Optimization designed by COPC for Aegis which drives improvements in CSAT, Sales, Cost, and Compliance.

9 Aegis CLM services are organized around centers of excellence in the key verticals of Telecommunications, Banking & Financial Services, Travel & Hospitality, Healthcare, Energy & Utilities, Technology and Retail. We work with market leaders in each of these industries and have built a reputation that has propelled us consistently up the IAOP Global Outsourcing 100 to 14 th position in Data Management Collections Customer Prospecting Retention Management TOTAL CUSTOMER LIFECYCLE MANAGEMENT Customer Acquisition Customer Care / Maintenance + Tech Support Cross-Sell / Upsell Activation / Order Processing

10 SOCIAL MEDIA MANAGEMENT Creating seamless customer experience through social media. Most organizations strive to provide superior Consumer Experience, and the complexity of providing a consistent and differentiated experience is increasing everyday. The digital medium and social networks have opened up new possibilities of communication between consumers and brands. The best thing is that in a way, organizations get closer than ever before to their customers while remaining a transparent force. Aegis Social Media solution (AegisLISA n ) can help organizations seamlessly deploy their social strategy, so that they get right into the conversations about their brand and make an impact on customer experience. Our framework of Listening, Interacting, Socializing and Adapting (LISA) is supported and delivered with integrated offering of Technology, Analytics, Execution and Domain Capabilities.

11 LISTEN: Comprehensively listening to conversations on digital mediums and social networks, answering questions at granular levels. INTERACT: Engaging with consumers to resolve service issues, answer enquiries, tap sales opportunities and build relationships. SOCIALIZE: Enhancing customer relationships by gathering insights and knowing their needs. Building the influencer community and making them brand advocates. ADAPT: Strategically implementing social media analytics and intelligence to the overall brand strategy thereby enhancing customer experience. Our Offerings TECHNOLOGY: The proprietary platform tracks and monitors conversation threads from a large number of streams across various channels such as Facebook, Twitter, LinkedIn Groups, Google+, Discussion Boards, YouTube, News, Forums, Blogs, Review Sites, e-commerce Sites, and other niche sites related to one s business. The system has content categorization capability and a self-learning sentiment engine that can prioritize and send interactions to the right skilled team for response and resolution with inbuilt CRM capability. The system stores the complete intelligence in a custom made data base structure for advanced social analytics. ANALYTICS: Our advanced social media analytics to know the voice of customer, to create 360 degree view of individual profiles, to know influencers and distractors, provide insights to improve online brand reputation, brand perception vis-à-vis competition and to measure campaign effectiveness. EXECUTION: Managing consumer engagement by resources trained especially on social media. We manage responses; ensure resolution to complaints, handle enquiries and tap sales opportunity. Defining best social media practices and standardizing the existing processes to provide similar customer experience across channels. DOMAIN CAPABILITIES: Developing Social Media Strategy based on Social Analytics, suggesting 2-3 years road map along with proactive and reactive social campaigns. Effectively integrating existing offline campaigns into social media.

12 BACK OFFICE SERVICES Back office services that make the front office look good. Aegis is a third generation back office service provider with the complete suite of Transaction Processing, Finance & Accounting, Spend Management and Human Resource services. Third generation back office service providers are characterized by organizational design, skills, and attitude that are completely aligned with the demands of customer centricity that businesses face in the post-recession era. Several factors come into play in tuning Transaction Processing, Finance & Accounting, Spend Management and Human Resources so as to optimize the value driven through the organization to the customer. The most evident factor is efficiency improvement, which could yield cost savings as high as 30%. Savings of this scale give CEOs the playroom needed to invest back into customer loyalty and CLTV enhancing strategies. The second and critically important characteristic of third generation back office service providers is agility. Agility in the context of business is easier said than practiced. Successful business organizations need to be able manage their resources in real time, which means the ability to ramp up and down teams in anticipation of demand swings or handling sectoral shifts in load very quickly.

13 Process Optimization Speed & Agility THIRD GENERATION BACK OFFICE Cost Arbitrage Service Orientation This is the kind of flexibility and agility we bring to our clients and it arises as much out of the fact that most of our engagements are capex free as it does on the fact that we give clients access to a robust and dependable supply pool of talent. The third differentiating attribute of third generation service providers is service. Service is in the genes of Aegis, which has delivered customer contact services out of the US to US companies for the last 30 years. While we operate to pre-agreed SLAs, the service difference comes through our ability to build and forge strong working relationships with the retained organization as well as the mindset and attitude of our employees to get it right the first time. At Aegis, we are committed to transformational partnerships with our clients. We believe this comes about by having a vision beyond the immediate hand-off point. We are acutely aware that the back office is part of the larger value chain that has our clients customers at one end. Speed, accuracy, agility, cost efficiency are the customer experience enhancers that you can expect when engaging with Aegis. Aegis Back Office Services Transaction Processing Finance & Accounting Spend Management Human Resources

14 TECHNOLOGY Get technology that enables experience. AGC Networks, a subsidiary of Aegis, offers a suite of customer experience enabling and enhancing technology solutions. AGC implements the networking and communication infrastructure your customers need to interact with you through captive contact centers, through social media, or via your websites. AGC Networks is a solutions integrator for the world s leading brands including Avaya, Cisco, Juniper, and VMware, so you are assured of the best available technology for your customer connections configured and implemented by the award-winning AGC team. AGC Networks also provides a range of enterprise applications that enable better management, optimization, and enhancement of your customer interactions. These solution offerings help create engaging experiences so that clients can develop deeper relationships with their customers without sacrificing flexibility, scalability, or security. These solutions help increase brand loyalty, drive revenue, improve customer engagement and experience, drive customer satisfaction, and deliver incremental and sustainable growth.

15 Unified Communications Network Infrastructure Data Center & Virtualization Call Recording Solutions Back Office Optimization Solutions Document Management Solutions Collaboration Solutions Service Orientation

16 ENTERPRISE APPLICATIONS Bridging the gap between business and technology. Enhancing profitability and being ahead of the curve is the end goal of any enterprise. Efficient and flexible IT systems are the means to this end. An enterprise solution provider is expected to provide comprehensive solutions which help to make better business decisions. Aegis Enterprise Applications help an organization move closer to its business goals by optimizing business flows, providing actionable intelligence and enterprise integration. Aegis understands that enterprises need to unearth ERP value beyond process orchestration. From package implementation to niche solutions and Decision Support Dashboards, Aegis Enterprise Applications offer a variety of solutions that help enterprises derive strategic value out of ERP investments and compete better.

17 Aegis Enterprise Applications offer services across the lifecycle of the solution, spanning consulting, implementation, roll-out, upgrades, enterprise integration and managed services. We offer Rapid Deployment Solutions based on our expertise and distributed delivery model. We offer pre-configured industry templates. This includes a network of four wholly owned and distributed delivery centers, a global talent pool with insystem expertise, and solution frameworks that greatly enhances productivity and reliability while reducing costs and risks. Aegis Enterprise Applications has strong expertise in key verticals such as Oil and Gas, Petrochemicals, Energy & Power, Metals & Mining, BFSI & Transportation Sectors. Our Solutions ERP Solutions Web Solutions Business Analytics Automation Solutions

18 ENGINEERING SERVICES Delivering the engineering complexities of global projects. Essar Engineering Services (EESL) is our offering in the Engineering Services Outsourcing (ESO) segment, and caters to the oil and gas, petrochemical, power, and metals sectors. The company draws on three decades of experience in project execution and operations, and applies world-class systems and best practices, which are ISO 9001:2000 certified to deliver projects. Structured on a systematic approach towards comprehensive engineering, the unique methodology of predictive and adaptive engineering enables us to be nimble-footed in fluid market scenarios. This agility translates into optimal solutions, allowing us to anticipate issues and fix them before they materialize. Our IT infrastructure is state-of-the-art, and our operational tools allow engineers to virtually walk through a plant, carefully studying each structure. This allows easy adaptability to configure and reconfigure operations to a client s specific requirements.

19 We have executed large and complex projects of grassroot refineries, brown-field expansions and revamping activities in just about every continent, and our footprint spans five dedicated development centers. These centers provide top quality service, offering multiple redundancies and modular scalability options along with built-in capabilities for the seamless management of customer experience. We have a talent pool that includes veterans from multinational and public sector companies. With an average experience of 26 years, and young talent groomed internally, our talent pool can provide a holistic perspective across different industry verticals. Our engineers leverage their extensive knowledge of operating and maintaining process plants to enable the safe and reliable execution of projects across Asia, Middle East, America and Africa. In fact we have delivered eminent projects including one of the widest plate mills in the world and India s lowest manpower-to-megawatt ratio automated power plant.

20 ABOUT AEGIS Sustainable growth with a soul. Aegis provides a suite of business management solutions for our clients from strategy and design to implementation and execution that help global brands deliver memorable end-customer experiences. Founded 30 years ago, Aegis has a presence in 56 locations across 13 countries and with more than 55,000 employees. Aegis manages the business interactions of over 300 clients from verticals such as Banking and Financial Services, Insurance, Technology, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail, and Energy & Utilities. In recognition of its three decades of leadership and expertise, Aegis has won many accolades from industry observers, including the Best Contact Center Services Provider by Frost & Sullivan (APAC), Top Global BPO by Global Services, and Best Employer Award by Aon Hewitt. The company also continues to be ranked among the top five providers of business services in various rankings across the globe. Aegis is an Essar enterprise. Essar is a USD 27 billion conglomerate. At Aegis, our mission statement of Happy Employees, Happy Customers, and Happy Shareholders provides a comprehensive perspective that guides our sustainability strategy. Our sustainability efforts ensure holistic, environmentally friendly, socio-economic growth for all stakeholders.

21 In alignment with our CSR strategy, the Aegis provides a platform to harness the philanthropic impulses of our entire organization and funnel them into activities that positively impact our planet, its people, and the progress of our communities. We see our efforts at community and environmental sustainability as being an inseparable part of expanding our overall experiences paradigm. Awards & Recognition Aegis ranks #12 in the 2013 Global Outsourcing 100 by International Association of Outsourcing Professionals (IAOP ) Recognized as a Leader in the IDC MarketScape Worldwide Customer Care BPO Services 2013 Vendor Analysis Aegis featured among leading companies in the Gartner Magic Quadrant CM Contact Center Worldwide 2012, 2011, 2010 and 2009 Feature #3 in the NASSCOM Top 15 BPO Exporters 2012 Aegis has been acknowledged as the "Outsourcing Service Provider of the Year" in the Asia Communication Awards 2012 Aegis' Quality best practices and consistent experience methodology recognized by the MVP Quality Award 2011, 2010 and 2009 Aegis conferred with Frost & Sullivan Asia Pacific Contact Center Outsourcing Service Provider of the year Indo American Chamber of Commerce Corporate Excellence Award for the Best Technology Company in USA Aegis LISA n has been acknowledged by TMC in their Customer Magazine TMC Labs Innovation Award 2012 and Social Business Honouree 2012

22 Global Footprint UK: UK: > Manchester > US: US: > Irving, > Irving, TX (2) TX (2) > Killeen, > Killeen, TX TX > Port > Port St. Lucie, St. Lucie, FL FL > Fairmont, > Fairmont, WV WV > Joplin, > Joplin, MO MO > Sierra > Sierra Vista, Vista, AZ AZ > New > New York, York, NY NY > Los > Angeles, Los Angeles, CA CA Costa Costa Rica: Rica: > San > Jose San Jose Global Global Headquarters Peru: Peru: > Lima > Lima Argentina: Argentina: > Tucuman > Tucuman > Cordoba > Cordoba > Bahia > Bahia Blanca Blanca > Mar > del Mar Plata del Plata > Buenos > Buenos Aires Aires City (2) City (2)

23 Philippines: Philippines: UAE: UAE: > Dubai > Dubai > Baguio > Baguio > Cebu > Cebu (2) (2) > Manila > Manila (3) (3) Saudi Saudi Arabia: Arabia: > Riyadh > Riyadh > Jeddah > Jeddah Sri Lanka: Sri Lanka: > Colombo > Colombo India: India: > Noida > Noida > Gurgaon > Gurgaon > Lucknow > Lucknow (2) (2) > Hyderabad > Hyderabad > Bengaluru > Bengaluru (2) (2) South South Africa: Africa: > Hazira > Hazira > > Johannesburg (2) (2) > > Ahmedabad > Durban > Durban > Pune > Pune > Mumbai > Mumbai > Kolkata > Kolkata (2) (2) > > Jamshedpur Australia: Australia: > Melbourne > Melbourne (3) (3) > Sydney > Sydney New New Zealand: Zealand: > Auckland > Auckland > Bhopal > Bhopal > > Gandhinagar > Srinagar > Srinagar > Chennai > Chennai > Vijaywada > Vijaywada > > Chhindwara

24 Copyright 2013, Aegis Limited. All rights reserved.