• Mapping typical lifecycle & major events
• Analyse opportunities for Proactive Service Management, define desired processes needed based on outcomes
• Identifying gaps in Member Profiling & Data capture, and define steps & processes needed to enrich Data
• Study existing CRM & other allied systems for ability to support Data Capture & Analytics 
• Define Outcomes OR Measures for new processes
• Define roadmap for implementation & pilot design

People Capability building & restructuring

• Development centres
• Assessment centres
• Skills training
• Team building
• Project management
• Performance management system

• Mystery dining
• Up-sell & cross-sell training
• Frontline training

• Detailed pre-launch audit & assessment all Telecom processes ( as well as key inter-function linkages) including mystery audits, testing & competition benchmarking
• Establishing key metrics for the Service Operations teams focussing on Cost efficiencies
• Proposal evaluation for the call centre & technology outsourcing
• Budgeting & forecasting
• Optimization of the existing call centre & walk-in performance on key metrics

• Established performance & quality framework for the Contact Centre
• Optimization of call centre processes and technology and road map for future initiatives
• Best Practice implementation
• Training of key resources for contact centre management

• Project SENSATION : Retail Service Quality improvement program
• Mystery shopping
• Point-of-Sale Audits

• Competition Benchmarking
• Process design and documentation

• Market research : Territory potential
• Competition benchmarking
• Improving retail experience
• Customer relationship model for repeat business
• Improve visibility and reach

Funcity, India(Part of Landmark Group, UAE)

• Customer life cycle management
• Customer retention program
• Revenue optimization
• Customer segmentation

• Mystery dining
• Guest retention
• Up-selling & cross-selling
• Frontline training

• Service audit - Experience & Standardization.
• Recommendations on service improvement, standardization & technology deployment