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Business and Professional Services

Helping clients improve their business process with scientific methodologies

What we do

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? 
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? 
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?  
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?
 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? 
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? 
 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?
  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?  
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?  
 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?  
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? 
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?
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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Why 1Lattice?

Tech Enabled

Tech Enabled

Quality of Insights

Quality of Insights

Reliability of Outcomes

Reliability of Outcomes

Cost Effective

Cost Effective