Next Generation Customer Services

With increasing commoditization of products and technology, manufacturers are seeing their traditional value differentiators being eroded. The focus is now on customer experience and the fulfilment of digitally savvy ‘consumer’ expectations. Manufacturing customers today expect a personalized approach across all touch points – be it sales, order fulfilment or after-sales service. This has put immense pressure on manufacturers to invest in a completely integrated supply chain, as well as digitized customer interaction infrastructure. Delivering consistent customer delight across channels, product groups and geographies also requires process rigor backed by agent expertise.

WNS’ next generation customer services are delivered through a global, multi-language, cross-channel interaction hub to support processes across the manufacturing value chain. Our comprehensive services cover sales and renewals, procurement, order management, fulfilment, after-sales, integrated supply chain management, as well as social Customer Relationship Management (CRM). From across 30+ delivery centers, and in more than 30 languages, WNS customer services have helped manufacturers achieve enhanced sales revenue, optimized product delivery, and increased service and satisfaction levels.

The WNS Advantage

Customer Interaction Services (CIS) is an important part of WNS’ offerings, and it drives a significant proportion of our revenue. Our reach and scale of operations give us the breadth of expertise and efficiency needed to deliver real business impact.

Domain Expertise: Our customer interaction offerings are backed by a strong leadership team with a minimum of 15 years’ average experience in the domain. The collective learning and expertise of our team translates to strong operations rigor, including expertise in handling spikes caused by seasonality and disruptions. The teams also display excellence in ‘sales through service’, delivering enhanced revenues.

Customer-focused Approach: WNS ensures a constant focus on the client’s business objectives and leverages multiple value enablers and accelerators to deliver them. Our tested and proven EnABLE methodology ensures accelerated transition timelines to minimize disruption. Our Value Innovation Program takes a bottom-up approach, ensuring ongoing business process improvements in tune with strategic objectives to deliver on key revenue, return and control metrics. Finally, our flexible and innovative engagement models demonstrate our commitment to a partnership approach.

Analytics Expertise: WNS’ CIS is supported by the latest digital tools to support functions such as scheduling, speech analytics, CRM, knowledge management and social media analytics. Our customized analytical models help derive customer segmentation, loyalty drivers as well as customer lifetime value, fueling ongoing improvements in channel management, brand management and promotions, as well as customer acquisition and retention.

"WNS had become an integral part in my former company to achieving our goals in diverse areas, hence when I initiated a global transformation process in Celebi, I re-connected with WNS to capitalize on their expertise and solution driven flexible business proposition.”

Onno C. P. Boots

Group CEO, Celebi Aviation Holding