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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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IKEA: Becoming a Circular Business - Teaching Note
Matthew Wilson; Kerstin HeilgenbergTeaching Note IVEY-W27343-EService and Operations Management, StrategyTeaching note for product W27342.Starting at €0.00
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Concentrix Corporation: Analytics to Audit Claims in Customer Management Services - Teaching Note
Shylu John; Pradeep Kartha; Raghavendra Graghu; Bhavin J. ShahTeaching Note IVEY-8B21D012-EInformation Technologies, Service and Operations ManagementTeaching note for product 9B21D012.Starting at €0.00
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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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Supplement to InfoVision (A): Technology Transfer at Georgia Tech
Fleming, Lee; Quinn, James; Thursby, MarieCase HBS-607085-EService and Operations ManagementSupplements the (A) case. An abstract is not available for this product.Starting at €8.20
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IKEA: Becoming a Circular Business
Matthew Wilson; Kerstin HeilgenbergCase IVEY-W27342-EService and Operations Management, StrategyGlobal furniture giant Inter IKEA Systems B.V. (IKEA) announced its intent to become a circular and climate-positive business by 2030. In order to achieve these goals, the company had to find ways for consumers to cycle end-of-life products back to its facilities. IKEA was implementing this process—known as reverse logistics—via international sell-back and leasing programs. It was unclear, however, if the company’s efforts would be enough to make...Starting at €8.20
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Concentrix Corporation: Improving Customer Persistency for an Indian Insurance Company - Teaching Note
Shylu John; Bhavin J. ShahTeaching Note IVEY-W25822-EInformation Technologies, Service and Operations ManagementTeaching note for product W25821.Starting at €0.00