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Digital Solution

Digital Solution

An opportunity NOT be missed

Technology led changes are often driven by factors attributable to changes in customer preference, changes in technology itself and not to be missed, the changes in business imperatives of your organixzation.  Digital relationships provide a new level of intimacy, allowing firms to personalize their offerings and better orchestrate how they serve customers.
  • Changing business environment and evolving customer (more informed and connected) calls for a rethink on traditional way of customer management. 
  • Digital/Social media is fast emerging as a cost effective and highly efficient platform for most of the information dissemination, information consumption and collaboration. 
  • Digital/Social should be core part of your strategy for creating demand pull, leveraging digital assets for engagement with channel, and using feedback for continuous improvement in customer management activities.
  • We would be happy to help you creates and execute digital strategy around your products and services.
A Simplistic view of Digital Strategy 
Digital Strategy Execution Framework

Business Analytics Solution

Business Analytics Solution
  • With fast growing digitization in all aspect of businesses, the application of analytics and data science, in business process improvement and customer journey mapping can provide a sustainable competitive advantage. Advanced analytics have tremendous potential to create value both for businesses and customers.
  • We would like to partner with you on your journey towards analytics usage maturity. You must take notice of data explosion and how companies are using data to disrupt traditional business. 
  • More importantly, the exploding data and possibilities of analyzing and using it, present great opportunities. Explore with us on how you can improve customer management, sales effectiveness, pricing strategy and execution to name a few.    
Stage of Analytics Maturity
Sales Analytics Framework

Internal Levers / action areas

Personal Productivity
  • Better use of sales time
  • Easy access to relevant information at the right time
  • Simplify processes and tools environment

Sales Effectiveness
  • Selling higher in the organization
  • Knowing about the opportunities and bringing in the right resources at the right time
  • Cross-selling & Up-selling

Sales Support
  • Task substitution & single point of entry
  • Offload non-sales activities and manage internal coordination

Go-To-Market Strategy

Channel Effectiveness
  • Capacity Planning - direct vs indirect channel
  • Adherence to Deal Registration and Conflict Management
  • Partner Program Effectiveness 
  • Channel Partner Profitability

Business Unit Structure
  • Synergy between sales force, product/ services delivery organization and Business Unit structure
  • Efficiency and effectiveness opportunities at current/proposed BU Structure

Customer Segmentation
  • External (marketing based) segmentation
  • Internal Segmentation – Purchase, Profitability, Sales Process based (acquisition, retention, Develop)
  • Optimal Utilization of Resources

Output / Performance Metrics

Revenue, Market Share Measures
  • Revenue – Annual, Quarterly, Monthly/Weekly Snapshot, Trends, Market Share snapshot/ trends etc
  • Unit Share – Attach Rates of value ads
  • Attainments,  Forecast and GAP analysis.

Profitability Measures
  • Margin – Annual, Quarterly, Monthly/Weekly Snapshot, Trends.
  • Product Richness (cross/up-sell) to maximize margin and optimize revenue in a deal.
  • Promotion Effectiveness 

Consistency / Discipline Measures
  • Adherence to discounting guidelines – Empowerment vs Profitability of sales force. 
  • Automated, dynamic, real time cross/upsell guidelines and adherence.
FOUNDATIONAL ACTIVITIES / MEASURES
  • Program/Governance Structure
  • Sales & Support Process Architecture
  • Metrics & Measurement
Customer Satisfaction and Loyalty Management Solution
Customer Satisfaction and Loyalty Management Solution
  • Customer loyalty and commitment are the desired business goals of customer satisfaction researches.
  • Action ability of the findings/insights of such researches must be actionable to managers.
  • Simplicity, timeliness, and ease of interpretation are key attributes of customer satisfaction researches.
  • Key drivers of customer satisfaction must be related to internal measurements, wherever possible.
  • Best practices can be learned by benchmarking results with internal units as well as competitors.
Satisfied/Loyal customer base is always desirable – managing this will need continuous measurement and improvement on customer satisfaction/loyalty scale.
Satisfied Customer

Satisfied Customer

  • So that we get more sales/volumes from existing customers.
  • Customer loyalty and commitment are the desired business goals.
  • So that they advocate our brand to their friends, neighbors, relatives.   
  • Cost of acquisition new customer six times that of retaining existing customer
To Manage, you must Measure

To Manage, you must Measure

  • Aid in decisions on marginal resource allocation to increase satisfaction. Way Forward
  • Measurement critical for process control. To reduce variability in the process.
  • Develop incentive programs – remuneration internal and external
  • Sales is a trailing indicator – customer satisfaction a leading indicator
Customer Loyalty Management Model
We believe that for success of a customer satisfaction /loyalty management initiatives..
We believe that for success of a customer satisfaction /loyalty management initiatives..
  • Involve employees and Service partners in all customer loyalty management initiatives. 
  • Its important to provide ongoing actionable feedback to managers to plan initiatives.
  • Set measurable targets for customer loyalty improvement.
  • Identify gap between current and desired level of customer loyalty. Develop road maps to achieve targets.
  • Communicate Best Practices internally to all stakeholders and seek their participation. 
  • Relate customer satisfaction measures to business performance. Relate internal business performance data with improvement in satisfaction/loyalty. 

Pricing Solution

Pricing Solution
  • Involve employees and Service partners in all customer loyalty management initiatives. 
  • Its important to provide ongoing actionable feedback to managers to plan initiatives.
  • Set measurable targets for customer loyalty improvement.
  • Identify gap between current and desired level of customer loyalty. Develop road maps to achieve targets.
  • Communicate Best Practices internally to all stakeholders and seek their participation. 
  • Relate customer satisfaction measures to business performance. Relate internal business performance data with improvement in satisfaction/loyalty. 
Pricing Strategy : Often an underutilized discipline, improvement in pricing efficiency can do wonders for profitability of firms. 
Pricing Strategy : Often an underutilized discipline, improvement in pricing efficiency can do wonders for profitability of firms.
  • Involve employees and Service partners in all customer loyalty management initiatives. 
  • Its important to provide ongoing actionable feedback to managers to plan initiatives.
  • Set measurable targets for customer loyalty improvement.
  • Identify gap between current and desired level of customer loyalty. Develop road maps to achieve targets.
  • Communicate Best Practices internally to all stakeholders and seek their participation. 
  • Relate customer satisfaction measures to business performance. Relate internal business performance data with improvement in satisfaction/loyalty. 
Pricing Strategy – Cross Functional collaboration and a robust methodology is the key.

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