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Portfolio of Services

People Transformation

Customer experience is all about people. People ensure customer experience. People buy customer experience. We believe in delivering long term sustainable solutions stemming from a scientific need analysis approach. We develop custom curriculum based on in-depth analysis with an aim to achieve your organization’s business objectives.

Each situation is unique and we will assess your needs to determine the best method through a blended learning solution to achieve your learning objectives. Our training philosophy is to ensure that our particpants leave their training experience not just motivated but also apply the skill and experience the same at work place.
Key emphasis on post training as on the training itself.

The key to a successful learning initiative with desired impact is planning and research. Learning Need Identification starts by defining the business objectives for any intervention. We identify learning needs i.e. Information, Comprehension, Skills, and Performance, and match them to create engaging and impactful interventions, keeping the business objectives in mind.

We develop customized curriculum based on in-depth people and process studies with an aim to achieve your organisation’s business objectives. We adopt a consultative approach towards each client and their unique objectives. We work with you to develop a learning strategy stemming from your organisational goals and construct metrics to analyze the intervention’s performance. We take a base case scenario for people competence and then create customised courseware with an aim to help your organisation’s team members achieve the desired competence and fulfill their training goals.
Each situation is unique and we assess your needs to determine the best method through a blended learning solution. Our talented and experienced instructional designers help you to move beyond a simple mix of delivery modes to a more relevant, cost effective and learner-centric blend of instructional strategies. We develop solutions on a broad spectrum of delivery formats ranging from instructor-led classes to web based courses , and much more, depending on your needs & budgetary requirements.
Our training philosophy is to ensure that our participants leave their training experience not only motivated, but also confident to apply those learnings at their work place. Our training methodology is based on adult learning theory, and our highly engaging facilitators provide real-time feedback, coaching and support during the training. Our pool of highly passionate facilitators are committed to your business goals and will make an impact with every intervention that they deliver.
We put as much emphasis on what happens after the training as on the training itself. In training, what gets measured gets learned. The most critical ingredient of any training plan is measurement. Training without measurement is like swimmimg in an ocean with your eyes closed – you have no way to track your progress or do any course correction. We track, analyse and report the impact of our training interventions at multiple levels based on the Kirkpatrick model.

Process Transformation

Whatever business you are in, you cannot avoid the “process” of doing business. We understand the challenges of implementing processes and having a structured approach to selling. We work with you to help make it happen in your environment for your customers.
Consumers expect buying experience and service that is consistently of high quality. We help provide tools that will enable you fulfil your brand promise and improve the efficacy of your operations at the same time.
Sales. After Sales. Process. When it comes to channel partner’s performance, we analyse everything. Our range of services are designed not only to improve people and processes, but help foster long- term customer loyalty as well, hence creating a sustainable competitive advantage for our clients.

Our extensive technical writing capabilities coupled with our industry experience allows us to create new procedures or revise old ones. We have in-house development capability for all your design and documentation needs. Our team of coaches and trainers are well trained to then deliver interventions for smooth and efficient implementation of these Standard Operating Procedures at your channel partner premises.

We understand the challenges of implementing processes and structured approach to selling. We work with you to help make it happen in your environment for your customers. We believe that a sucessful salesperson needs the support and guidance of a good coach. Because our facilitators and coaches are themselves successful sales professionals and sales leaders, we believe in working with your team on field that leads to lasting success. We go beyond the classroom to help our clients apply classroom learnings where they count – with their customers and sales people.

We help provide tools that will enable you fulfil your brand promise and improve the efficacy of your operations at the same time. Our customised Audit Solutions help you monitor and enhance various aspects of business operations i.e. Infrastructure, People and Processes. We provide tools that help you ensure your organisation and channel partners consistently implement the highest quality standards thereby enhancing the delivery of your products and services and improve the perception of your brand. We have domain experts who create audit programs that take both quantitative and qualitative inputs to identify and suggest immediately actionable measures that increase key business metrics.

Mystery Shopping is the most effective way to measure performance of your business vis à vis your operating standards for Sales, Aftersales, Delivery and overall brand experience. We develop and execute mystery shopping programs that measures real experiences, from real customers, during real transactions. This is the best way to gain critical customer knowledge and monitor customer experience on ground. We work closely with our clients to monitor their front line staff who were earlier incentivized solely on sales to develop systems for incentives on the basis of sales and customer experience.

Depending on our client’s needs, we adopt different approaches to enhance the bottom line, like:

  • Standards-based initiatives – We develop and help implement Standard Operating Procedures for Sales, Aftersales, Marketing and HR for your network. We also offer ongoing support, including custom training, on-site coaching, and other aids to improve performance, increase profitability, and foster long term profitability.
  • Overall performance improvement – To improve your channel partner’s overall processes, we initiate actions that look at the channel partner’s operations at a variety of levels, aligning the channel partner with your goals, and improving communication between departments.

Enablers

We create enablers with a focus on tools and resources, skills and knowledge to improve your Customer Experience and hence company profitability. We approach overall dealership performance improvement from a big – picture view to address your organisation’s overall strategy for success.
Regardless of your channel partner’s size, we develop customized human resource solutions that will meet the unique needs of your business and ultimately directly reflect in your bottom line. The philosophy of Skill Contests & Certification is to reward talent in your network for excellence, create a positive competitive spirit amongst employees and to keep training relevant to your needs.
No matter how well the program is designed, participants may forget as much as 75% of what they have learned within just one month of training.

We approach overall dealership performance improvement from a micro aspect to address your organisation’s overall strategy for success. Focusing on customer retention and creating brand preference, we look closely at each area of your dealership operations, including:

  • Sales Processes
  • Service Processes
  • Human Resource
  • Management
    Facility
  • Customer Satisfaction

Regardless of your channel partner’s size, we develop customized human resource solutions that will meet the unique needs of your business. We develop HR Solutions with an aim to reduce attrition, improve productivity, boosting employee morale and train employees on the importance of being at the professional forefront at their respective workplaces. We focus on helping you create practices, policies and procedures that are effective in attracting, retaining and developing talent for your network.

The philosophy of Skill Contests & Certification is to reward talent in your network for excellence, create a competitive spirit amongst employees and to keep training relevant to your needs. Self-learning is the most powerful tool that helps in retention of knowledge gained during trainings. Keeping this in mind, we design and develop various kinds of Skill Contests and create level based Certification programs to ensure participants go back to the learning mode and refresh on the knowledge and skill required for their day-to-day activities.

No matter how well the program is designed, participants may forget as much as 75% of what they have learned within just one month of training. In order for participants to acquire new skill set, they need to remember what they have learned. Recall and adoption of learnings is one of the key challenges. From learning activities, to the use of acronyms, that help participants on the job – everything is designed to promote recall and adoption.

Technology Solutions

We believe that our technology expertise clubbed with subject matter knowledge will help deliver scalable, cost effective modern day learning interventions for you. Our web-based learning solutions combined with our instructional design services create highly effective trainings that can be delivered to learners at their point of need.
We can work with you to ensure that the right information is presented in the right way and at the right time, to act as an aid to the sales process and engage the customer through smart phones or tablets.
Mobile learning is playing a pivotal role in helping people improve the way they do business as organizations continue to look for more efficient ways to interact with their employees.

Our web-based learning solutions combined with our instructional design services create highly effective trainings that can be delivered to learners at their point of need. If you are looking for an E-learning solution tailored to your learner’s specific needs, our custom e-learning services help you fulfil your requirements. Our team is competent to create all types of e-learning courses which are SCORM/AICC compliant and any level of interactivity from presentations, product simulations, flash based e-learning courses and HTML based courses.

We can work with you to ensure that the right information is presented in the right way and at the right time, to act as an aid to the sales process and engage the customer through smart phones or tablets. We help to provide your people with just-in-time sales information through mobile or tablet technology. We create apps that increase productivity of your sales people, as it helps them prepare for calls and meetings, and also to engage the customer directly through the app during the meeting on a host of content including documents, videos, tools etc. We develop apps in IOS, Android and Windows environments.

Mobile learning is playing a pivotal role in helping people improve the way they do business as organizations continue to look for more efficient ways to interact with their employees. Mobile tablets are an efficient tool to communicate important information and bring portable functionality to learning. We optimize the user interface and content for mobile tablets to deliver a modern learning experience that is comfortable to view and understand. The touch screen functionality makes it easy to interact with learning activities. Our mobile applications allow employees to become more interested and focussed on the training content than ever before