“An analytics driven business consulting & product innovation company offering tailor made solutions”
QDegrees Services Private Limited CX, Our Second Nature
Our Journey So Far of… …Creating Happy Customers “Our vision is to shape people's experiences, seamlessly blending technology, research & insights… ”
How we have evolved…. 2013
2016 QUALITY ASSURANCE
• Empowering businesses to enhance customer lifecycle
• Customer Journey Mapping, VOC & Research
2022 PRODUCT INNOVATION
CONSULTING
70+ Delighted Clients
Confidential
2019
• Developing world class AI based IT products
200+ Ongoing Projects
www.qdegrees.com
DIGITAL TRANSFORMATION • Enterprise level application development & consulting
6 SaaS Products
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What We Do…
CX TOOLS CUSTOMER JOURNEYS
CUSTOMIZED SOLUTIONS
STRATEGY & TRANSFORMATION
VOICE OF CUSTOMER
AUTOMATION, AI & ML
CX MEASUREMENT (NPS, CSAT, CES)
PROCESS RE-ENGINEERING
BENCHMARKING
QUALITY ASSURANCE
CRM OPERATIONS
MARKET RESEARCH
Measure
Develop
Improve
Deploy
Industries We Cater To…
Telecom Confidential
BFSI & Fintech
Health & Fitness
Entertainment
E-Commerce
Education www.qdegrees.com
Automobile
Utilities
Real Estate
Mining 3
Our Offerings in Field Services Stock and Infra
Mystery Shopping
• • • •
CX & Interaction quality Customer Journey mapping Branding & Infrastructure People & Process
• • • •
Pre- Launch Audits Launch readiness Fire & Safety Audits Stock management
Process & Compliance
• • • •
Collection Process audits Due-Diligence Legal Process audits Branch/Center audits
CRM Services
• • • •
350+ Inhouse Employees Confidential
Sales enablement process Customer relationship & Upsell Governance & Quality Stock & Inventory management
2500+ Freelancers
Market Research
• • • •
Personal Interviews (CAPI) Focus Group Discussions Market Survey & Voice of Customer Data Collection
Coverage of 430+ Cities www.qdegrees.com
Training & Certification
• • • •
Training at stores, branches & Fleets Health & Safety training Product & Process Training Certifications
In-House developed Tech applications 4
Our Product Suite…
Beta Phase Tools
Tyre Data Capturing Confidential
Field Service Management
Debt Collection Compliance Audit
Field Engagement & Analytics App
Asset Management App www.qdegrees.com
Campaign Management CRM
NPA Collection CRM
User Experience Testing App 5
Mystery Shopping Avenues Customer Experience across Channels
In Person
• • • • •
Telephonic
• •
Retail Stores Service Centers Branches Kiosks Restaurants & Cafe
•
o o o o Confidential
Online
• • • • •
Tele-Sales processes Response to advertisements IVR Functionality
Instant Feedback & reporting Issue identification & resolution Holistic Journey Mapping Digital platform
o o o o
Mobile Application Website Shopping Portals Chat & Email Support Social Media Handles
Hybrid
• • •
Coverage of more than one channel Query on Web and visit in-person Sales & service
Multimedia Integration Real time validation & feedback Opportunities Overall CX Improvement
www.qdegrees.com
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Sample Phygital Journey - Issuance of Cheque Book (As an illustration) EXPLORE
COMMUNICATIONS
HANDOVER
Raising Query
SMS /WhatsApp
Courier
Net banking
Filling form
Email
Call Center
Confirmation
App Notification
STAGES
CONSIDERATION
Mobile Banking
Touchpoints
PROCESSES
Initial users
Mature user Bank Branch
Checkpoints
Clicks
Steps
Guidance
Clicks
Steps
Content
Wait time
TAT
Tutorial content
Wait time
TAT
Timelines
Customer satisfaction Measures
•
Ease of accessing the channel Effort in terms of clicks & steps in the journey
• •
First timer experience Was the experience better than before
• • • • •
Confidential
Digital platform interface Ease of searching the required tab Ease of talking to staff Overall steps in the process Customer effort score
www.qdegrees.com
TAT
Frequency
Professionalism
Professionalism
•
In-person
IVR/ Call
• • • •
Relevant communication Correct information Optimum frequency Repeat communications
• • • •
Delivery within-in TAT Overall Experience Overall customer efforts Surrogate NPS /CSAT
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Key Features of the Audit Platform 10- Analytics based on Customer Requirement 01- Dynamic Audit Sheet/
09- Integrated Training need
Forms
Identification module for training & certification of auditee
02- Calibration module to align
08- Representation of issues with
OA, Agent and QC
picture collages
03- Geo tagging of all audit
07- Interactive Dashboards to
locations
see audit progress, trends
04- Audit tool can be used only on
06- Rebuttal Exercise
one device & mandate selfie with outlet for audit initiation
05- Real time red & green alerts Confidential
www.qdegrees.com
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Why Us… Pillars We Stand By
“R.I.S.E”- Values we live by
RESPECT
ALWAYS INNOVATING
PASSIONATE PEOPLE
INTEGRITY
CUSTOMER FIRST CULTURE
SIMPLICITY
ENHANCED DIGITIZATION
EXCELLENCE
Memberships & Certifications
CROSS INDUSTRY EXPERTISE
Force That Drives Us Strong team of 550+ CX professionals spread across India, UAE, Africa & SE Asia PAN India field execution capabilities
Inhouse developed Technology Solutions
Confidential
www.qdegrees.com
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Our CX Associations - Mystery Shopping
Confidential
www.qdegrees.com
10
Used Cases- Mystery Audits Confidential
www.qdegrees.com
11
Impact Story- Wait time Analysis at Branch Banking Client (1 of 2) Gauge and improve the service wait time. Objective
Mystery audits were done at XX branches across India and Quarterly improvement was to be measured Methodology
Strategy Activities
Confidential
Governance
• Joint visits & calibration on the audits • Amendments in the audit parameters/checklist • Audit Execution • Identification of key scenarios • Capturing time and motion for each journey step • Bifurcation of visit time to peak and off peak hours • Identification of key journey break points across branches
Waiting time at state & segment level Insights
Operations
• Average wait time at National level • Wait time deviation across branches • Wait time during peak & Non peak hours
Wait time trend analysis
Other Analysis
• Impact on wait time due to ATM issues • Time & motion analysis • Impact of unmanned desk • Scenario wise wait time trend • Audit type (Enquiry/Request) wait time analysis
www.qdegrees.com
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Impact Story- Wait time Analysis at Branch Banking Client (2 of 2) Highlights (QDegrees)
Actions
• • • •
Real time alerts Weekly reports mentioning gaps at people, process, system & Infra level Monthly TNI’s Joint presentation to the stakeholders
Key Issues
Improvement
Confidential
• ATM issues resulting in bank walkins • Lack of staff availability after lunch in branches • No proactive assistance at branches resulting in high customer wait time at rural branches
Engagement (Corporate Team) • Refresher sessions basis the TNI • Process & System Corrections
Actionable
Adherence (Auditee) • Consecutive audits were done to gauge improvement
Improvement (Quarterly)
• Immediate response to ATM issues • Realignment of staff roster post lunch for better management • Rigorous mechanism to attend customer within 5 minutes of entrance
www.qdegrees.com
• ATM functionality improved by 8% resulting in reduced footfall • The wait time at branches improved by 15% • Desk manning improved by 10% in the off peak hours post lunch
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Mystery Audit Summary- Retail Touchpoints - Supermarket Chain Mystery Audits were carried out to across retail stores to, • • •
Observe and Experience Customer Journey Identify the Strengths/Scope of Improvement/Challenges in CX Churn out the Insights and actionable to improve the Customer Experience
Actionable
Parameters Checked & Compliance • • • • • • • • • •
Pitching of membership plan Customer data to be captured System could not identify basis Mobile number No display of exchange and refund policy Storage & Handling of Perishable products Inconsistent Amenities Inconsistent SOP at Exit Improper or No instore VM for locating products Adherence to dress code by Staff Price tagging of products- Old and new tags were placed together which created confusion for the customers • Hygiene maintenance at fruits/veggies sections • Product placement and Rack cleanliness
Confidential
www.qdegrees.com
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Service Experience Audits - Consumer Durable Key Objectives
Key Parameters
Observe customer journey at various touch points to enhance and evolve customer experience
Major Gaps identified
Infra & Asset readiness
Part availability, Asset & Infra
Visibility , Customer Comfort & Brand value , Availability of spare
To identify effectiveness of service experience and customer retention
Ambience
High level Process and Training level
Display , Hygiene , Basic requirements
Ease of Service experience , Knowledge , Effectives/clarity of the communication
Digital Adoption
Identify customer expectations to go beyond basic along with Sales v/s Service experience
Digital
67
Retention
18
Registration , Follow-up , Progress update , Conversion and auto awareness
Infra & Assets
People and Process
Digital
•
•
•
• •
Confidential
35
Staff
Proactive Identification of point of Service Failures
Availability of spares drive – improvement of 34% - 55% to 89% Brand value – improvement in adherence from 81% to 94% Improvement in customer comfort from 86% to 95%
132
• •
Knowledge and Communication – improvement from 61% to 92% Change in process around communication , follow-up process Reduction in repeat visit for service circa by 35%
www.qdegrees.com
•
Change in the communication process with digital adoption of information process – Registration , communication and follow-up Clarity on the progress of service process along with proactive communication in change in TAT (if any) 15
Kitchen Audit Step Wise Journey - Cloud Kitchen (1 of 2) Industry- Food Service | Client- Cloud Kitchen Brand | States Covered: 8 | Audit Frequency Monthly | Vendor Facility Audit Frequency Fortnightly
Premises
Personal Hygiene
In-Warding
Dry Storage
1
2
3
4
Pest Control
Holding
Cooking
6
9
8
7
Packaging
Tasting
Dispatch
Delivery
3 11
12
13
10 Confidential
Cleaning & Sanitization
www.qdegrees.com
Storage Perishable
5
Documentation
14 16
Executive Summary- Key Impact of Audits (2of 2)
Immediate Redressal
Strategic Opportunities • Temperature tool calibration • Color coding of Vegeterian & Non-vegetarian utensils • Sanitation record maintaining process implemented • Area wise cleaning checklist process • Gas leak alarm maintenance process
Confidential
• Garbage bag disposal • Replacement of broken bins • Uncovered & damaged drain repair • Marking of emergency exits • Exhaust hoods and drain cleaning • Appropriate size of gloves were made available • Water dripping from Walk-In fan • Damaged pressure cooker handle for replaced
www.qdegrees.com
Key Issues • Wire & switch board insulation • Fungal infested chheddar cheese sealed packet found in the chiller • Perishable vegetables received and stored in room temperature • FIFO process not followed • Veg and Non-veg observed in the same chiller • Unsorted rice & peanuts • Incorrect chiller temperature reording
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Lets Connect…
Registered Corporate Office: Jaipur
B-9, 1st Floor, Mahalaxmi Nagar, Behind WTP South Block, Jaipur-302017
Project Office: Bengaluru
1114, 3rd floor, 14th Main Rd., next to Max show room, 3rd sector HSR Layout, Bengaluru-560102
Call Us at:
Write to us:
Name- Rajesh CB Mobile: +91-9529919820
[email protected]
Confidential
Project Office: Pune
Office# 4, 3rd Floor, Lalwani Plaza, Sakore Nagar, New Airport Road, Viman Nagar, Pune, Maharashtra 411045
Connect with us digitally Website: www.qdegrees.com LinkedIn: https://www.linkedin.com/company/qdegrees-services Twitter: @QDegrees www.qdegrees.com
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