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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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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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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