Offering big data insights from millions of customer interactions, a process analytics solution from Nice Systems has helped iYogi enhance its global delivery
By KTP Radhika
Based out of Gurgaon, iYogi is a global technical support firm that provides support services to consumers and small businesses and is present in 16 countries. Founded in 2007, the company has grown from a small startup to a midsized one that deploys more than 5,000 people, delivering tech support to millions of customers worldwide round the clock, in just over the last six years.
The nature of the company’s operations often requires agents to use multiple channels of communication with the same customer over the course of an interaction. As iYogi’s business grew and the number of clients started to increase, it became increasingly challenging for them to collate information from various data points at the same time measuring performance and driving productivity. Managing the overall process was another pain point for the growing company. These challenges impacted the operational efficiency and overall performance of the team.
That was the time when the management decided to deploy analytics solutions to get better insights in to their day to day data inflow. Says Sarvesh Goorha, CIO, Security and Infosystem, iYogi, “It was clear to us that an off-the-shelf solution would not work for our business and we would need a highly customized tool.” After doing a market research, the management decided to opt for Nice System’s process analytics solution to help improve operational efficiency and enhance customer experience, through big data insights and analytics. Nice process analytics provides automatic capture and analysis of all managed processes and also helps in forecasting, scheduling and real-time management of tech experts.
“Nice team’s ability to understand our business and their capability to implement a tool that would be highly customized to our requirement, prompted us to choose their product,” comments Goorha. The implementation took a little over six months. iYogi completed it with the in-house engineering staff along with assistance from Nice. Describing the process Goorha says, “As with other implementations, we faced challenges in making sure that various parts of our business participated in the discovery phase of the implementation. It was important for us to educate our teams on the importance of participation early on to make sure that the whole thing would successfully fill in all the gaps that existed.” However, the vendor provided all the support and the whole process went off smoothly.
Numerous benefits
In order to gain customer loyalty, businesses must be able to resolve customer issues quickly and effectively, and this often demands a collaborative effort across frontline service agents and technical experts. The process analytics solution offered iYogi detailed insights across the organization to enable effective workforce management that includes all service-level agents. The single biggest factor that has been a game changer, is the improvement in productivity. Through accurate collation of data from all channels and touch points, the company is now able to measure every aspect of their operations more accurately than ever before. This allows them to reward behavior that is desirable and take corrective action where ever the service levels are not in line with expectations. “We were able to swiftly identify and remediate issues in some of our processes. We were pleasantly surprised to learn that some of our teams were being far more optimally utilized than what our previous measurements suggested. At the same time, it also made us reassess the efficiency of a few of the processes that we formerly thought were running at above average efficiency,” claims Goorha. This helped the company to validate and improve our service level by giving us a better control over our operations.
The company was also able to ease its work-flow management through the process analytics solution. Previously, change requests would tend to cascade into a high negative impact on their productivity, as it caused a snowball effect of modifications required down the line in process. With the new solution, iterative changes have also become easier to implement. “One benefit that we had not anticipated when we started rolling out the implementation was its effect on employee morale,” expresses Goorha A sense of fair play and a level playing field is very important to keep the workforce motivated. Across all silos, managers have observed that performance measurements now are in closer alignment to what employees themselves expect. This has resulted in a win-win situation, where the company enjoys more productivity, through happier employees, who in turn are more focused on keeping the customers happy.
Future goals
With increasing pressure on Indian companies due to the challenging global economic conditions, it is no longer business as usual. Moreover, there is evolving pressure from countries that have been able to provide similar services due to lower wage bills and other advantages. Similarly, with the grim economic environment and political climate in Europe, there is a greater focus towards insourcing. “Our ability to dominate our space strongly depends on the strength of our service automation platform and the embedded best practices it contains to drive net promoter scores from our customers. The solution has helped us perform and deliver better and more efficiently than ever before. We are also exploring some interesting offerings from Nice which fall in line with our broader strategy,” explains Goorha.
Now, the company is working to extend its portfolio capability to deliver new, improved services to its customers with better support of IT. “We are planning to expand to multiple geographies in the near future and are also looking at new customer segments, including the BYOD and SME markets to reach a wider audience with better support of IT,” sums up Goorha.
