Virtuos

A two-pronged pace layered strategy was implemented for one of the leading Online Travel Agency (OTA), in which Virtuos created lean, integrable layers as a part of a mid-term to long-term digital strategy. The pace layers were further divided into teams, processes, and technology. Harnessing ‘Systems of Insights,’ select modules were implemented to streamline the contact center operations first, and then these modules were extended to each LOB. This allowed the OTA to successfully introduce new processes, optimize existing processes and realize business outcomes parallelly.

Virtuos helped a leading pharma company to design their digital transformation roadmap using PLUS by introducing an integrated, phased approach to connect multiple technology layers. The immediate requirements like inventory management, case management, and customer data management were put under ‘System of Records’ and relevant hook-points were provided to introduce ‘Systems of Differentiation and Innovation’ like social engagement, customer communities, and customer behavioral models, all structured as a part of a well-thought-out digital transformation strategy.

Virtuos partnered with a leading Non-Banking Finance Company (NBFC) in their CX transformation initiative. Virtuos took an incremental approach where the customer interactions with the organization were streamlined, based on the immediate needs identified, followed by customer engagement solutions for providing seamless customer experience on Mobile and Web channels. Virtuos strategy helped the NBFC in transforming the CX by creating a robust and extendable digital experience platform, which gives an integrated experience to the customer by bringing data from >10 systems of records, thus creating a one-stop-shop for all customer needs.