Strategic Business Consulting

Business Process Management

This is usually the starting point for our clients for becoming a process-driven organization rather than a people-dependent organization. This is very relevant for clients who have fragmented, undocumented, and people-dependent processes.

We help define and document the existing processes and help them build the right process controls to drive compliance and efficiencies. Business Transformation consultants do an assessment of the current processes and work with the client to create the Standard Operating Procedures (SOP) for the processes in scope. The SOP contain clear working instructions, roles & responsibilities, communication plans, an escalation matrix, and performance evaluation metrics. Depending on client requirements, the scope may include process standardization or digitization.

Digital Transformation

Clients sometimes have multiple disconnected or overlapping software in their technology ecosystem. This could happen due to a fragmented procurement process or decentralized decision-making in the organization, or due to M&A activities.

Transformation Consultants review the client technology ecosystem and create a gap report with current challenges and recommendations. We also create the dataflow maps across the processes in scope and identify further opportunities for automation. Our clients are thus able to lower their software subscription costs, improve their digital security measures, and identify further
opportunities for digitization.

Customer Experience Management

In the event that a client is facing a high customer churn rate, or wants to standardize the customer experience
with the brand at all the customer touch points, the Business Transformation team helps them by providing a customer experience management solution designed to drive greater customer lifetime value.

Transformation consultants map the entire customer journey for the client, identify all the touch points and perform an assessment of the gaps at each touch point. Based on the challenges identified, we provide change recommendations to the clients and provide support for the implementation of these changes.

We also help with the implementation and execution of customer feedback program (NPS / CSAT) to ensure continuous improvement in customer experience. The customer feedback collection can be based on NPS / CSAT surveys using multiple channels along with ensuring action on relevant feedbacks. The changes are then communicated back to the customers to increase their brand experience and customer loyalty.

Risk Advisory

Most of our clients deal with sensitive information such as clients’ personal information or financial, medical, or legal data. This requires having strict data security and regulatory compliance controls to prevent regulatory and financial, information security and reputational risk.

Business Transformation consultants provide risk advisory services that involve helping our clients become compliant with the best industry process standards like ISO, Data Privacy, SOC2, and HIPAA. We do a process audit to identify relevant risks like quality gaps, information security threats, or operational risks. We then work with clients to create a risk mitigation plan and an audit plan for post-implementation maintenance. This helps our clients to reduce their liabilities, protect the business and ensure continuous compliance.