Customer management solution from 24/7

24/7 Customer, a business process outsourcing services provider, has announced its plans to extend enhanced value across the customer lifecycle with the availability of Customer 360, an offshore-based integrated customer lifecycle management (CLM) framework.

This framework will focus on the single most crucial asset of an organisation, the customer base, and will integrate all customer-centric processes of the organisation.

"24/7 Customer will redouble its focus on customer related processes to deliver enhanced customer satisfaction. Our teams take full ownership of client processes, ensuring seamless delivery and enhanced customer experience. This is the first time a BPO company is focusing on a community rather than a vertical," P V Kannan, co-founder and CEO of 24/7 Customer, said.

According to him, this approach will addresses the inherent drawbacks of traditional models that are largely transaction-based and focus on short-term business objectives like an outbound campaign to attract more customers or a customer support programme for a new product.

"CLM offers a holistic view of all customer interactions and provides powerful customer insights that help organisations plan and shape their customer interaction and experience," Kannan added.

Customer 360 comprises a portfolio of services that span customer interaction services, back office services and customer analytics, with the latter enabling businesses to understand and respond to customer needs better and faster.

It will integrate both direct and indirect interactions of a customer along the entire lifecycle from prospecting to acquisition to service to retention while also delivering valuable insights through value added analytics.

According to Shanmugam Nagarajan, COO and co-founder, 24/7 Customer, "Customers are the most important asset for any organization - an asset that any organization would strive to protect and grow. Customer 360 will delivers the dual advantage of effective and efficient business processes for customer management."

The company also believes that this announcement may begin a new trend where BPO providers will increasingly focus on specific areas of expertise.

24/7 Customer handles over 30 live programs for Global 1,000 firms, with over five million transactions handled per month.