Ivey Business School (Canada)
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Concentrix Corporation: Improving Customer Persistency for an Indian Insurance Company
Shylu John; Bhavin J. ShahCase IVEY-W25821-EInformation Technologies, Service and Operations ManagementIn August 2017, Concentrix Corporation (CNX) partnered with Photon Life Insurance Company (PLI), a leading insurance provider in India, to support PLI's customer management service. On February 1, 2018, Mohit Khanna, global operations manager at CNX, undertook a promising task to improve PLI’S customer persistency at minimal operational cost. If all policyholders with an approaching due date were to be called, then the number of service agents re...Starting at €8.20
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Cynet Systems: Ready to Leverage Mileage from Human Resource Analytics?
Yogesh Pandey; Atri SenguptaCase IVEY-W31026-EInformation Technologies, Leadership and People ManagementCynet Systems Private Limited (Cynet) was a subsidiary of Cynet Corporation, a technology services firm providing staffing support for US clients. The Cynet team in India was based in smaller Indian cities such as Karnal and Dehradun. When a lockdown was announced in early March 2020 to curb the spread of COVID-19 in the country, the recruiters working for Cynet had to shift to remote work. This was a dramatic shift for the young recruiters, most...Starting at €8.20
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Concentrix Corporation: Analytics to Audit Claims in Customer Management Services
Shylu John; Pradeep Kartha; Raghavendra Graghu; Bhavin J. ShahCase IVEY-9B21D012-EInformation Technologies, Service and Operations ManagementConcentrix Corporation (CNX), a technology enabled global business services organization, supported a transport solutions company with its customer management services. In June 2019, CNX’s global customer services operation manager carried out an assessment and found irregularities in the credit claim process for CNX’s client. The manager needed to reduce the number of irregularities so that CNX’s agents did not create a negative experience for t...Starting at €8.20
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Viom Networks: Transformation and the Next Phase
Atri Sengupta; Yogesh Misra; Maninder SinghCase IVEY-9B16M147-EStrategyBetween 2012 and 2015, Viom Networks Limited (Viom), India’s largest independent telecommunications tower company, transformed its business from a position of near financial ruin to one of sustainable profitability. Viom’s journey demonstrated how suitable initiatives, supported by relevant leadership, can bring about remarkable improvement in a company. When American Tower Corporation (the world’s largest independent tower company) acquired a 51...Starting at €8.20
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MD Solutions: Working from Home
Atri Sengupta; Anuj Gupta; Pankaj SinghCase IVEY-9B16C048-ELeadership and People Management, StrategyIn March 2016, India-based information technology start-up MD Solutions was facing a human resources challenge. Since 2012, the company had offered a three-day-a-month flexible work arrangement to its employees. Because of a family emergency a star performer, and the key person on a high-value project, needed to be relocated to his hometown, which was over 1,000 miles away. The company faced several challenges: how could it devise a new flexible ...Starting at €8.20