p manifold customer_audit_feedback_monitoring_services

Customer Audit, Feedback and Satisfaction Monitoring

Catalyzing emerging business models through

CONSULTING | RESEARCH | STAKEHOLDER ENGAGEMENT | TRAINING

MANAGED SERVICES TO HELP IMPROVE CUSTOMER SERVICES DELIVERY AND EXPERIENCES

http://www.pmanifold.com/


Fast changing landscape for Businesses in India?

9/1/2014 © pManifold. All rights reserved. 2

While External pressures continue, Customer is now recognized as ‘KING’

Profit marginsCompetition in products & services

Cost of Operations

Local pressures from different stakeholders

Tightening Regulations

M&As

Technology, no. of distribution channels

NPAs, business closures

Taxation

Word of mouth based selections

Loyalty

One customer using products/ services from multiple providers

Fast switch between providers by a customer

Online & Card based payment/ withdrawal/ Transfer

Expectations on choice of products, pricing, service delivery, personalization

Trend for EMIs on purchase goods

Claims on warranty, customer grievances, court cases

Trend for sharing experiences on social media

Rising Competition, Market and

Regulation pressuresFast changing Customer Expectations

and demanding Behaviors

Your Business(es)

Portfolio

Plethora of information & choices

Service level Benchmarks

What as Investor/ Board Member/ Top Management you care? How are you measuring?


You would want growth on all 4 dimensions: Financial, Customers, Operational and Organizational, and also keeping high Governance

Excellence in People, Systems & NetworkRobust Governance

Efficient Operations & growing outreachEfficient & quick scale-upOperations

Quick Customer acquisition, loyalty,

Improve Cost Structure

Revenue Growth

Products innovation

Compliances, Risk Mgmt., Credit control

Increase Asset Utilization

Growing Financial Performance

Delightful Customers & Services

PriceProduct Choices

Services & Channels

Brand Communication & Engagement

‘Person-centric’ services delivery

Integrated Technology & People Enabled Systems

Skilled & committed staff

Suitability & Reliability

Facility & Availability

Increase Market Share

Customer friendly work culture

Network & Partnerships Development

Internal audits, statutory compliances, MIS

Cost audits, PMC, Operational Dashboards

System audit, HR dashboards, TNA

Your measuresYour goals

? We measure customer experiences at all

points of your business interactions

We connect the dot from improved services delivery to market leadership

Amongst other KPIs, Customer Satisfaction is good ‘leading’ Indicator of Performance and Growth, and will support high ‘Governance’

Lagging Indicators

•Revenue, Profit, Costs, Financial ratios, Credit ratings

Leading Indicators

•Customer Satisfaction, Employee satisfaction

9/1/2014 www.pManifold.com 4

It allows company to look forward and better estimate future growth and risks

Do you have a documented customer audit, feedback and satisfaction monitoring process? Is that being enforced? Are you regularly tracking experiences of end-customers that are interacting with your

businesses? Do you believe that end-customers can help you keep independent vigil on your business, and

share elements of continuing innovations? Are you acting upon the collected customer feedback and insights? Is your business creating impact – social, economical, environmental? How do you measure

this?

Both leading and lagging indictors are important for effective Performance MIS

For your invested businesses:

Leading indicators are typically "input" oriented, are predictive of financial or other desired outcomes, hard to measure and easy to influence

Lagging indicators are typically “output” oriented, measure end-state objectives or desired outcomes, easy to measure but hard to improve or influence

Through COPS©, we help to monitor services delivery to end-customers & timely act upon to drive business ‘performance’

Investor, Board, Top Mgmt.

Functional Heads

Staff

Processes

Infra

Channels

Data


Customers

Competitors

pManifold COPS© Data Collection & Analytics Reporting COPS performance

for individual POS & benchmarking For SBU & benchmarkring

COPS© Insights:• What does your customer values?• What is good that you are doing?• What is not working as it should?• What further improvements are needed?• What actions are to be taken at priority?

Employed for Services delivery

• Monitoring• Mentoring

• Drive business improvements & growth, based on customer needs/ feedback

Competition

Customer Data collection via:• In-person interviews• Feedback box at POS• Tele-call• Online feedback• Mobile sms/app based• CRM/ CIS, KYC & Legacy data

COPS© Report to drive customer:• Experience• Quality• Retention• Growth • Problem Resolution

Physical Audits:• POS• Processes• Staff• Channels• Data

Your Business

COPS© Customer Opinion Preferences & Satisfaction

COPSCustomer Records

Land survey

Online survey

Mobile SMS survey

Customer Facilitation

Center

Collection Center

Call Center

Distributed Control Center

Grievances Center

Online Social Media

Offline Campaigns

We bring ‘Science, Sense, Integration and Regularity’ on Customer side of businesses


Most independently and skipping all hierarchies, we allow you active listening and acting upon to your ‘Customer voices’ across all touch points and processes

Strategic Decisions | Operational Decisions | Revenue Assurance

Informed decisions, in-time actions

Segmentation, Profiling Awareness, satisfaction

Better Customer Engagement + Higher ROI

Customer Analytics

Locally immersed

Mobile data capture

Real time tracking

GIS integration

High security

Vetted Methodologies

Established processes

Robust quality control

Adv. statistics/analytics

Strong BI visuals

Strict confidentiality

Reliable Front End

Robust Back End

Benefits of COPS©

Deeper Customer

Understanding & Loss

prevention

•Enabling to regularly listen, trace and act upon customers feedback in-time

•Deeper cause-effect analysis of customers consumption and payment behavior for loss prevention like fraud, NPA etc.

Continuously Improve

products & services delivery

•Design & offer more flexible and personalized products & services

•Improve cost & revenue by targeting right customer segment with right product, and influence appropriate low cost channel adoption

Improve Branding &

increased Loyal customers

•Regularly engaged & happy customers will stick and bring more business

•High brand value will expedite new branch/product expansion & business growth

Orderly compliance &

improved Transparency

•Self-initiated Customer Services Delivery reporting will lead to higher Customer Satisfaction (CSAT)

•Improved customers, employees & Partners motivation


Your Business Portfolio

COPS©

competitive edge over others with increased customer acquisition of good asset quality

Happy customers creating beneficial word-of-mouth, and effective marketing

profit margins with ability to drive low-cost channels delivery & adopt ion

High CSAT will allow stronger business case for improved capital funding, M&As, Exits etc.

Increase volume of business shall allow better scale of economy with Technology investments

Creating confidence in customers - “YES! I am heard”

Additional Benefits:

motivated and aligned staff for improved operational efficiency, records handling, compliance keeping

pManifold does more than COPS©…

COPS© Study• Collecting Customer Feedback & their

perceived services delivery quality at all touch points

Business Effectiveness Study• Collecting Employees Feedback & their

perceived Business Performance & challenges

Performance Management System

• Engaging employees for improved Customer Services Delivery and Business Performance through design & monitoring via Performance Mgmt. System

Business Process Improvement

• Integrating all learning from Customers, Employees, & Market and facilitating Business Processes improvements, and customer Mobility solns. development

Integrated Customer Analytics

• Integrating COPS data with customer data for improved decision support –Consumption, Credit & Collection; Fraud Detection; Customer segmentation; Campaign Mgmt.; Pricing; etc.

Communications, Campaign, Advocacy

• Engaging your customers through integrated Communications & Marketing support via website, call-centre; campaigns, newsletter etc.


for end-to-end value realisation from building customer-centric Services delivery System

Managed Services for all Customer side Initiatives

1 2 3

4 5 6

Our differentiator & value proposition: We undertake customer audit or due-diligence across touch-points/ regions, help you ratify/ improve services delivery, build governance and reinforce brand

Active Listen & engage with your

customers

Create continuing confidence through

improved communications &

transparency

Engage staff for improved operations,

services delivery & compliance

Right design - choice of products, services,

pricing

Increase convenience and cost efficiency

through all-channels distribution

Shape customer experiences through

best advisory, relationship mgmt,

personalization

Reinforce brand, loyalty, trust &

governance


Start co-creating with your Customers

Our services:

Adv. Customer Due-diligence for new ‘to-acquire’ businessAdv. Customer Intelligence & AnalyticsCustomer Experience Assessment Customer Touch-Point Audits Customer Satisfaction survey Employee Satisfaction survey Sales Portfolio Mapping (win/loss assessment, sales targeting, retention/ renewal etc.)Customer Services & Technical SupportCustomer process ImprovementsMarket Positioning & Communication design to customers

WHY PMANIFOLD

— Independent 3rd party

— Systematic, Scientific & Statistical

— High Quality

— Able to benchmark

— Offer as Managed services model

— Turn Key

9/1/2014 10

We specialise in B2C Market, Business & Customer Intelligence

Market Research, industry reports

Go-To-Market Strategies

Financial Modeling & Bid Advisory

Business Performance Monitoring, Analytics & Improvements

Customer Intelligence, Education & Satisfaction Monitoring

Service Level Benchmarking

Utility Vendor Database & Solutions/Services grading

Stakeholder Engagement -Conferences, Workshops, Training etc.

Emerging Markets focused Performance Consulting company bringing balanced growth & high service delivery to emerging towns/regions

Power, Water, Waste

Health Care

Banking

Education

Support strengthening of

emerging models for improved end-service

delivery & overall viability &

sustainability

...

Conducted 25000+ end-customer primary surveys across industries at pan India level

9/1/2014 11© pManifold. All rights reserved.

• Dr. Ashok JhunjhunwalaProf. IIT-Madras

• Dinesh JainFounder Agaami Inc, USA

• Anil ParakhPartner VKSCA

• Dr. M. VidyasagarProf. Univ. Texas Dallas

Our team

Management Team

• Rahul Bagdia – Co-Founder. Leads the Utility & CleanTech Practice at pManifold. Earlier, he led the PE fund in Rural Energy for IFMR Trust, Chennai (supported by ICICI) and also the R&D for a German automotive component supplier BHTC Inc. in North America. He holds dual Masters (Mech. & EECS) from Univ. of Michigan, Ann Arbor; and a BE (Mechanical) from VNIT Nagpur

• Faiz Wahid – Co-Founder. Leads the ICT and Emerging Markets Practice at pManifold. Earlier, Faiz worked in Product Marketing for NXP Semiconductors (formerly Philips) Netherlands and also led global Banking-Technology consulting assignments for Cognizant in Switzerland & India. Faiz holds an MBA from HEC Paris/Univ. of Virginia USA, MS (Software Engg) from BITS Pilani and BE (Electrical) from VNIT Nagpur.

Advisory

Globally connected, Locally immersed, functionally diverse, Knowledge driven …

Business PartnerspManifold maintains links with established business partner consultants who have strong domain experience and their own teams to deliver upon assignments of larger magnitude.


Our Clients


Diverse Clientele including Corporate, Multilateral, Boutique consulting firms, PE firms, Institutes, R&D Centres, SMEs, Startups, Not-for-profits

CASE STUDIES FROM DIFFERENT B2C MARKETS

— Customer Audit for Services Delivery Benchmarking

— ICT Mobility solns. development for Customer Process Improvements

— Best practices in Customers & Stakeholders Engagement


CaseStudy

Client

Client Problem

Solution Approach

Results

**Data has been sanitized and meant for Illustrative purposes only

Periodic Benchmarking of Customer Experience for Improved Service Delivery

• Client wanted to understand their customers realistic needs and expectations for improving service delivery and to better engage with them, through periodic inputs


A Power Distribution Franchisee company with 4+ lac consumers

• pManifold developed and prepared a structured questionnaire covering the aspects of power distribution on which the customer response is collected. These includes,

– Power, Quality & Reliability

– Customer Service

– Communication

– Meter, Billing & Payment

– Price

– Information Access & Record Handling

– Power Distribution Company Image

• Assessment regions were selected based upon the coverage of allotted Divisions/Sub-divisions. The sampling was done on the basis of ‘Stratified Sampling’ across different customer categories.

• A land survey using GPS enabled Mobile phones was conducted to collect customers responses.

• Continuous data quality checks & validation are ensured during the complete process

• The project helped the client in identification of Priorities for planning improvements (both Capex and Opex). We did 3 repeated annual studies for benchmarking.

• Detailed GIS views for attributes to identify specific geographic areas and customer segment to focus upon

1

0%

5%

10%

15%

20%

Power, Quality& Reliability

CustomerService

Communication

Meter, Billing& Payment

Price

InformationAccess & Rec

Handling

CompanyImage

Weighted CSI (Perception)

Weighted Order (Expectations)

In-person surveys

Power

CaseStudy

Client

Client Problem

Solution Approach

Results


Willingness to Pay for improved 24x7 Water services

• The Bank wanted to assess the Willingness to Pay (WTP) for piped water & improved services by the city customers, with broad internal objective to validate independently the top line projections towards financial viability


Public Sector Bank investigating viability of Water 24x7 for a ULB

• pManifold Designed insightful questions around key areas of service delivery.

• Methodological and objective measurement and analysis of customer’s willingness to pay of 1000+ utility customers through the “Contingent Valuation Methodology (CVM)”

• To ensure data traceability,

– Outbound call centre to seek respondent feedback

– GIS based tracking of each respondent site

– Real time data collection through customer built mobile device apps

• Continuous data quality checks & validation are ensured during the complete process

• 1000 in-person, household customer interviews completed in a short span of 2 weeks

• Rigorous analysis and reporting for the bank’s decision support delivered.

• Bank was immediately and confidently able to make decision based on third party, neutral data collected via primary sources.

2In-person surveys

Water

CaseStudy

Client

Client Problem

Solution Approach

Results


Quarterly Assessment of Customer Satisfaction with Business Processes

• Client wanted to monitor each process which interfaces with the end customer to monitor the challenges being faced by them and to obtain their feedback and opinions on various aspects of its service delivery


A Power Distribution Franchisee company with 4+ lac consumers

• 800 systematically sampled customers were interviewed for the process that they had used in the last quarter.

• The results were presented as Management Dashboards with drill down capability in MS Excel.

• Key improvement Areas for each process was identified and presented to individual process owners and top management for action.

3

• pManifold understood the business processes involved and developed assessment questionnaires covering the key performance metrics of the process on which the customer feedback is collected. These primarily include Customer Satisfaction, Ease of process, Turn-around-Time, Staff behavior and Non-compliances e.g. additional payments, etc

• Computer Assisted Telephonic Interviewing (CATI) was used to reduce costs and ensure direct traceability to end customers.

• 8 customer facing process were covered,

– New Service Connection

– Meter Management

– Customer Service

– Meter Reading

– Bill Distribution

– Complaint Handling

– Collections

– Operations and Maintenance

CTI Telecall surveys

Power

CaseStudy

Client

Client Problem

Solution Approach

Results


Photo Meter Reading Mobile based App and Web integration with Billing CRM

• Client wanted to outsource its Meter Reading process and upgrade it to a Photo Meter Reading cycle. They want to deploy and expand currently used pilot mobile app, to a scalable and secured application and integrate with Billing CRM


One Water 24x7 company with 2.5+ lac consumers base

• pManifold has developed Mobile based Meter Reading application + Web Application + Hosting + year round Managed services model to service end-end requirements

• The Mobile and Web App is developed and currently getting field tested for Phase-1 of deployment with 80K+ customers.

• Key features of Mobile + Web App– Role-based access to Utility Operations and Billing Team to enable:

• SPMs access zone-wise data

• Management to have overall view of data

• Early identification of exceptions

– Import/Export Data for cross validations and final CIS upload by Billing Team

– Audit Checks and Workflows to enable SPMs check meter readings and “Recommend Field Re-visits”

– Meter Reader-wise Workload management for load balancing

4Mobile + Web App

Water

DATA QUALITY MANAGEMENT

DATA MANAGEMENT

DATA CREATION

Mobile AppMeter Reading | Location|

Photo | Meter Status | …etc.

Quality Audit EngineEdit Checks | Automated Checks | Manual Checks

ONLINEData Corrections

Role based access | Edit Logs

Meter Data Store

Reporting EngineException Reporting |

Management Reporting | Data Tracking

HTTPAUTH

AdministrationUsers | Permissions | Backup

Data Import-ExportPre-defined Formats to be

uploaded into the CIS

Meter Reader Work Load Management

www.pManifold.com

HT

TPA

UTH

HTTPAUTH

Authorized Access

HT

TPA

UTH

Works

Meter Reading

Mobile Photo Meter

Reader

Meter Intelligence

Customer Information

Bill Generation

Vigilance

MeterCustomer QAQC

Analytics & Triggers

> Meter Reading> Meter Status

ServiceIntelligence> Service Status

> Service reports

Meter Maintenance

Meter Installation

CustomerIntelligence> Customer

Contact info –phone/email, GPS, address, name, etc,

APPAPP

APP

APP

Management

APP

WEB APP FOR OFFICE STAFF

MOBILE APP FOR FOS

MOBILE APP FOR CUSTOMERS

Inspection / Indexing

APP

Phase 1

Phase 2

Phase 3

APP

www.pManifold.com 16

CaseStudy

Client

Client Problem

Solution Approach

Results


Mobile App for easy & faster access to Energy Exchange data & decision making

• Client wanted to develop and provide a mobile app to its various stakeholders to inform them about price and volume information on different segment of open energy exchange on the move to enable them to take informed decisions.


India’s biggest Energy Trading Exchange

• pManifold with its Partner has developed Mobile app for Android, Blackberry and Iphone, together with entire Hosting + year round IT infra and support services

• Android app is completed and is undergoing UAT (User Acceptance Testing). Other developments are in parallel.

5Mobile App

Power

Exchange

IUKAN 2014 CONFERENCE AT DELHI

Power, Water & Waste Utility Stakeholder Engagement biggest Conference

Conference HighlightsTopic Coverage1. Reinforcing Local Ecosystem for Reforms2. Benchmarking Operational success of PPPs3. Improving Performance Contracting of PPPs4. Innovating Outsourcing with Service Providers5. Marketing Mass Behaviour change in Customers6. Financing Loss Reduction& attracting Capital

Program Agenda- PowerProgram Agenda- Water

6 power packed sessions each in 2 Parallel Tracks48 thought leading speakers250+ participants from Companies150+ companies62 BEST Practices published from 36 companies11 Companies Awarded for their best practiceshttp://www.iukan.in/conference-2014

CaseStudy

6


http://www.iukan.in/conference-2014/agenda-and-speaker-power-track/

http://www.iukan.in/conference-2014/agenda-and-speaker-water-track/

http://www.iukan.in/conference-2014/proceedings-post-event/

http://www.iukan.in/conference-2014

Let’s get in touch…Jo

in u

s in

ou

r co

nve

rsat

ion

s at

,

Power Distribution Franchisee

AT&C Efficiencies

True Distributed GenerationPower Distribution

FranchiseeCommunity of Interest

Connecting talent & Making Local companies discoverable

pManifold InsightsPremium & Free Reports,

Presentations, and more…

pManifold Community BlogArticles, technical notes.

Talk to us or drop by…

Sandeep Waghmare

+91 98237-58532

[email protected]

Rahul Bagdia

+91 95610-94490

[email protected]

India (Main office)

741 Byramji Town

Opposite Marina Residency

Byramji, Nagpur - 440013

Maharashtra, INDIA

http://www.pmanifold.com

Other Offices at Delhi, Chicago and

Canada

USA (Liaison Office)

2020 Calamos Ct.,

Suite 209

Naperville,

IL 60653, USA

Mr. Dinesh Jain

+1 630-853-3520

[email protected]

Let’s deploy our insights and actionsfor your business to improve and grow!

Water Sector Reforms - IndiaCommunity of Interest


http://www.linkedin.com/groups?about=&gid=4027650

http://growit.in/

http://www.growit.in/

http://www.growit.in/

http://web.pmanifold.com/insights

http://blog.pmanifold.com/

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p manifold customer_audit_feedback_monitoring_services

Services

customer experiences

customer grievances

customer expectationsand

customer voices

customer values

collected customer feedback

documented customer

business performanceinvestor