- Co-ordinate with various circles and business stakeholders for identifying improvement areas.
- Automation & Standardization : Review qualified improvement areas along with various stakeholders to find out the scope of Automation and process standardization to enhance customer experience
(e.g. TNPS, Call reduction, Churn reduction, Complaint reduction )
- Cost Optimization: Identify opportunities in CLCM domain to optimize servicing cost per customer.
- Roll out & Support :
Provide business support for smooth operations post launch and ensure circle understanding of all processes.
- Demand Support – Provide clear understanding of the business requirement, approve solution document. Get business team updated on any variation from OCRM solution due to implicit nature of the new system.
- Study Cross industry best practices to identify critical business processes to drive customer-centric Projects that should give an edge in customer servicing.
- New process designing and roll-outs
- Prescribe process corrections to process owners wherever required
