Customer Success
Consulting

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Introduction

CONCAT is a leading customer services marketplace for Outsourcing, Consulting, and Execution needs through the platform concators.com.

We understand business & curate tailor-made solutions by weaving together the right strategy, right execution, and right technology within a budget and timelines. We own end-to-end delivery thereby reducing the risk and liability, promising efficient and on-time delivery. The CONCAT stamp ensures transparency, trust & commitment.

Our Practice Leaders are Industry stalwarts in their domains and bring rich experience of 25+ years each. Backed by a robust platform with 100+ subject-matter expert consultants we own the strategy, delivery & governance.

Connect | Consult | Collaborate

1. Virtual Chief Customer Officer

vCCO - Management of Customer Touch-points

Market research
Customer Retention (B2B, B2C)
Know Your Customer (KYC)
Call Centre Management
Customer Relationship Management (CRM Solutions)
Customer Loyalty
In-store Experience
Credit & Recovery

2. Customer & Market Research

Research & Benchmarking

Voice of the customer - CSAT, NPS, CES
A/B tests and experiments
Digital experience delivery
Web/mobile engagement & satisfaction
Customer experience assessment across all touch points and benchmarking with competition practices
Un-biased & transparent planning, sampling & execution
Domain expertise
Automated tools

3. Customer Life Cycle Management (B2B, B2C)

Customer lifecycle value

Process Reengineering and reviews on customer service/call center/IVR/digital
Platforms for insights with experience data (X-data) and operational data (O-Data)
Closed Loop Follow-up
Customer Retention – Prediction of individual customer behavior & action
Personalized Services (HNI)
360 assessments to help identify gaps & inefficiencies
Platform to help predict & manage the CLCM

4. Know Your Customer (KYC)

Establish customer identity

Customer identification, verification and screening including Tele / Field Verification
Periodic & event-driven compliance assessments
Background Verification (BGV)
Customer Due Diligence
Automation tools & robotics
Prevention of Fraud and risk mitigation
Assurance on background checks

5. Call Centre Setup & Operations

Customer helpdesk

Inbound/Outbound Operations
National/International Process
All Dialer Operations
Cloud Base Calling
24-hour Available Setup
Dedicated Helpdesk Support
Calling database services
New Call Centre Setup
Build, Operate & Transfer (BOT)
Cost efficient & SLA driven call center facility
Professional set-up with experienced/ trained resources

6. Customer Relationship Management (CRM) Solutions

Automation enablement

Customized CRM development
CRM implementation
CRM testing – Business continuity
Customer Engagement solutions
Client Management Software
Outbound solution Contact Portal
Ticketing Solutions
Multi partner options – Sales Force, Zoho, Microsoft, SaaS
Scalable, Secure, Integratable
Best-in-class service features

7. Customer Loyalty, Engagement & Win-back

Customer Segmentation

Customer AON, Behavior, Revenue, Territory, etc. based segmentation
Up/cross selling programs
Engagement-Based Loyalty Program
AI based Personalized 1:1 Engagement & Omnichannel Campaign Automation
Revenue & ROI enhancement
Increased engagement with AI & Deep data analytics led segmentation

8. Retail Operations and Customer Experience

Store experience

Franchise Business set-ups in COCO, COFO, FOCO & FOFO models
Operational SLAs, processes, queue management systems, Front Desk Operations
Employee Training on quality
Competition Benchmarking
Assessment & governance
Domain experts led planning, execution & governance
Cost efficiency
Process improvements

9. Collection, Credit and Risk Analysis

Credit & Recovery

Dunning & Return Mail Tracking
Pre-Litigation Mediation
Debt Recovery and Sales
Collection & Communication Management (Zero/ Flow Bucket)
Vintage Recovery & Arbitration
Credit Score Analysis
Litigation services
Digital platforms enablement
Simplified & transparent process
Banking, NBFC, Automotive & Telecom Specialization

modes of customer experience

cyber security training

Team has vast experience in conducting OWASP* training for developers and technologists and cyber-security training for security agencies, government departments, educational institutions, and business organizations. Though all the organizations which store customer data and other important information require this training, it has a critical role in the following category of organizations.

Government Departments/ Agencies

Law Enforcement, Investigative Agencies, and agencies managing public utilities, urban planning, finance, transportation, healthcare at the national, regional, or local government level.

Critical Industries/ Businesses

Oil & Gas, Petroleum & Petrochem, Power, Automobiles, BFSI, E-Commerce, Utilities, Supermarkets, IT & ITES Companies, and Medium to Large Corporates in other sectors.

Education & Research Institutions

Universities, Medical Colleges, Technical Training Institutes, Research centers, Schools with large student bases.

ERP | coverage and modules | desktop & mobile app

1.

PRE SEED

▪ Start up owners
▪ Friends and family

2.

SEED

▪ Personal Savings
▪ Crowdfunding
▪ Grants
▪ Angel investors
▪ Bridge loans
▪ Incubators

3.

CRM - summarized

▪ Angel investors
▪ Venture capital
▪ Bank loans
▪ Crowdfunding
▪ Accelerators

4.

GROWTH

▪ Private Equity firms
▪ Hedge funds
▪ Last stage VC’s
▪ Management buy back
▪ IPO
▪ Merger & Acquisition

5.

EXIT

▪ Venture Capital
▪ Corporate Venture loans
▪ Bank loans
▪ Government loans

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Customer Success Consulting