Agility that drives customer centricity

Building a customer centric organization

Immediate positive impact on business

Rapid deployment

Business agility without replacing existing ecosystem

Re-alignment of legacy systems

Too much risk

Huge costs & dedicated resources

Less speed of delivery

Out right replacement

uniserveTM our digital transformation platform enables customer centricity

Sources: Ernst & Young, Altimeter and Other Industry Insights

How customer experience will impact you?

The journey of customer centricity

People will forget what you said, people will forget what you did, but people will neverforget how you made them feel

seek alternatives

are dissatisfied with products and servicea e d ssat s ed t p oducts a d se ce

leave because of the treatment they receivedleave because of the treatment they received

begin doing business with competitiong g p

move away

ACQUIRE

ANALYSE

360o view ofcustomer

ENGAGE

EXPERIENCE

Digital, 50% faster customer onboarding

40% reduction in customer acquisition costs

100% compliance to KYC

Reports & analytics for stakeholders

Billing and metering accuracy

Analytics based on product, department and geography

Faster turnaround time for B2B & B2C customers

Digital campaign management

Rule based alerts and notifications

Consistent Omni-channel engagement

Digital, interactive and targeted communication

Unified platform for all stakeholders

5%

14%

9%

68%

4%

Next leap of customer centricity - agility to streamline processes, analyze customer information and deliver consistent omni-channel experience

Customer centric business

PeopleCustomer-centric

culture

Process 360O view of

customer

TechnologyStrong data

management

Brand High brand

recall

Customer segmentation

Based on analytics

Service delivery Relevant & consistent

across channels

Customer lifetime value management

1

2

3

5

6

7

4

Digital Transformation

Purely data-driven architecture prohibits different departments from accessing the business content

1 5

2

3

4

Many systems are band-aided and guarantee business silos

Compliance and regulatory concerns abound

Ever increasingmaitainance

& staffing costs

Limitedfunctionality

limits innovationand growth

Imperative of modernizing legacy environment