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Business and Professional Services

Helping clients improve their business process with scientific methodologies

KPO / analytics HR & recruitment Architecture planning & interior

What We Do

Customer needs assessment
Customer journey mapping
Time motion and productivity studies
Service benchmarking
Customer NPS diagnostic
Market potential assessment
Concept evaluation
Market trends analysis
Voice of customer
Partner identification
Vendor selection
Digital maturity study
Customer intelligence

Customer needs assessment

What are the key services required by customers?
What are the key purchase criteria across different product / services categories?
What are the product / service offerings customers are aware of and currently using?
What is the frequency of usage and use cases across product / service categories?
Are there any product / service offerings not available to customers? If yes, why?
What are some of the unmet needs across existing products / services and reasons thereof?
What are the digital products / services currently being used?

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Customer journey mapping

What are the main touch points in customer journey across different product / services categories?
How does the customer journey originate (digitally, own sales team, agent, etc.)?
How is the experience with the customer support across different service providers?
Who are the key influencers for purchase decision for the customer?
What is the level of dependence on the personnel across different touch points?
What are the specific pain points and areas for improvement across touch points?
What is the level of satisfaction on different touch points during the journey?

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Time motion and productivity studies

What is the typical time taken across various steps for the process in reference?
How does the time mapping vary with personnel, time, geography etc.?
What is the typical industry benchmark for times taken across the process steps?
What are the key improvement areas for the client and how can process time be standardised?
What are other industry best practices to boost productivity and optimise time?

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Service benchmarking

Who are the key service providers in the market and what is the position of in reference provider?
How does service provider compare against competition on product offerings?
What is the degree of competitiveness of prices offered by the service provider?
How does the typical timeline and reliability of service compare against competitors and other market players?
How does service providers’ customer service fare with respect to the competitors?
What is the degree of customer satisfaction / NPS for service provider with respect to market?

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Customer NPS diagnostic

How likely is the customer to promote respective product / service?
How does the NPS vary across regions and products and how does it compare with key competitors?
What are the key reasons for a customer to be a promoter / detractor?
What are the improvement areas across product / service categories?
What is the level of stickiness across product / service categories?
What are the triggers that would make customers shift to another product / service?
What are the relative strengths and weaknesses that have the highest impact on NPS?

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Market potential assessment

What is the market size of the products / services?
What is the market segmentation across geographies, customer types and demographic factors?
What is the degree of organization in the market and who are the key players?
How is the market expected to grow in the next 5 years?
What are the key drivers of market growth and what is their degree of stability?
What are the key risks to market size and growth and what is their degree of impact?

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Concept evaluation

What is the expected benefit of strategy to the business?
What is its value proposition to the customer?
What is the customer likelihood of product / service adoption?
Who are the key competitors in the similar product / service?
What are the current whitespaces in competitors’ offerings and levers for value creation?
What can be the potential competitive moat for product / service launch?
What is the typical monetization model for the product / service in the market?
What can be the key metrics for evaluation of success of concept launch?
What are other national / global parallels for launch of similar concept?

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Market trends analysis

How has the market potential for the product / service changed in the last 5 years?
What have been the key drivers / inhibitors of growth and what is their likelihood of persistence?
How is the market expected to change in the next 3-5 years?
What could be the key influencers for market growth for the 3-5 years?
What are levers of value creation in the forecast market?
What key trends have been observed in other parallel products / services?

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Voice of customer

What is the customer’s feedback on product / service?
What is the customer’s perception of brand of service provider?
What are the unmet needs of the customer while using product / service?
What do customers like about the product / service?
What is their opinion on competitor products / services?
What are the factors driving stickiness for the customer usage of select product / service?

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Partner identification

Who are the potential partners with capabilities in the required space?
What should be the prioritization order for partners based on their capabilities and potential synergy?
What are the expected benefits in the short and long-term arising from partnership?
What can be the potential roadblocks for partnership?
What will be the cultural impact of partnership on the organization?
What are value creation levers by utilising synergy between partners?

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Vendor selection

What is the checklist for evaluation of vendor for the required product / service?
Who are the scale players providing the required product / services?
How does cost of products / services provided by shortlisted vendors stack against each other?
How reliable is the supply from the shortlisted vendors?
What is the quality level of products / services provided by the vendors?
How do other customers from the vendor perceive its products / services?
How stable is vendor’s supply chain to ensure uninterrupted supply?
Is vendor’s supply chain compliant to all regulatory requirements?

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Digital maturity study

What is the degree of adoption of digital products / services?
How does degree of digitization compare against competitors / colleagues?
Have the intended benefits of digitization been realised?
What is the turnaround time for deployment of digital solutions?
What is the customer’s perception of digital solutions [for B2C]?
What is the competition’s maturity in digital solutions and where does client stack up against it?
How can effectiveness and efficiency of digital solutions be increased?

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Customer intelligence

What are the key customer segments using reference products / services?
Why do they prefer the reference products / services?
What is their perception of competition providing similar products / services?
What is the customer stickiness for reference products / services?
What drives customer stickiness for reference products / services?
What is the customer sensitivity to prices, discounting, product quality and brand value?
What are the current whitespaces for customers?

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Connect with our Business and Professional Services Experts

Madhur Singhal

Mentor

Aryaman Tandon

Mentor

Amar Choudhary

CEO, Intelligence & Insights

Related Case Studies

Digital audit of a leading FMCG company

Objective

A top FMCG company wanted to benchmark its organization wide digital maturity with respect to competitors

Methodology

Shadowed key personnel across IT, finance, HR, supply chain, and sales and distribution functions (N = 40) to map processes
Identified usage of technology and digital solutions across the value streams and created workflows
Conducted time-motion study to evaluate variability in manual tasks for key personnel (N = 40) across functions
Conducted primary conversations with competitors’ current and ex-employees (N = 5) to benchmark time taken for critical processes and tech intervention across processes
Conducted deep secondary analysis to discover means for waste reduction and draft financial proposal and deployment plan for 20% manhours savings

Impact / Outcome

Client understood relative standing in digital maturity with respect to competitors
Detailed plan of deployment of quick-win, inexpensive tools for efficiency and accuracy improvement

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Need-based segmentation for leading service provider

Objective

A leading financial services provider intended to conduct needs-based segmentation of the existing customer base to launch newer services and increase their share of wallet

Methodology

Set-up 5 membered team of seasoned professionals in financial data management to derive segments from available customer data
Identified 50 critical attributes of purchase behavior serving as proxy / indicator for needs
Quantified purchase behavior data for customers (N = 10,000) for feeding into clustering algorithms
Synthesised output from algorithms with qualitative insights derived from senior management interviews (N = 10) to arrive at 5 customer segments

Impact / Outcome

Identified 5 key customer segments with differentiated needs for offering design and targeting by the client
Created dynamic dashboard for regular update of customer attributes basis new data addition

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Framework for vendor selection for HR services in consumer goods company

Objective

A multinational consumer goods company wanted to onboard a vendor for delivering assessments for skill evaluation for current and potential employees

Methodology

Conducted market scan and shortlisted 5 assessment solution providers with capabilities and past experience in the consumer goods space
Drafted metrics for assessing service providers capabilities and fitment for client’s needs
Scored shortlisted service providers on metrics and identified 3 winners
Conducted N = 15 interviews with senior management and delivery teams of service providers to qualitatively adjudge capability required for the client
Drafted RFP (Request For Proposal) in standard template and solicited proposals
Scored proposals on financial, quality, reliability and service parameters to identify best service provider for client’s needs

Impact / Outcome

5-year contract signed with the chosen service provider
Client received framework for vendor evaluation capable of being used universally

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Journey mapping for new-age corporate workplace design

Objective

A real-estate conglomerate intended to design a new-age corporate workplace with ample avenues for rejuvenation. It was desired to map the typical journey of office-goers to understand behavior, needs and pain-points

Methodology

Conducted in-depth interviews with urban planning experts (N = 5) to gain perspective into typical parameters and considerations for urban center design
Observed 5 urban workspaces with >3 buildings for 10+ days to map end-to-end journey and identify patterns amongst officegoers
Shadowed long-time employees (N = 15) to map needs and pain-points
Interviewed employees (N = 10) to understand preferences for modes of recreation
Benchmarked design, amenities and provisions across 3 other corporate hubs in India to understand best practices