What to do to EXCEED Customer Expectations – A contest @ ASCENDERSTECH

 

The competition was about the best doable suggestions regarding Exceeding Customer Expectations. The inputs kept flowing in one after the other till the deadline on 31st August 2013. After a close scrutiny & a discussion on everyone’s suggestions (the best of everyone’s suggestions were read out and appreciated), the results were announced during tea time. Our CEO Dr. Thiru gave away the prizes.

The Contest Details

Some of the Incredible Inputs :

Implement TQM (we will be the first organization to implement TQM in HRO division among other MNCs or among our competitors) – Anitha R.

Gaps between achieved output and desired output – Anitha R.

Take time out to truly find out what customers want – Udayasri

Hone basic acting skills to maintain cheery persona even with difficult customers – Udayasri

Look & listen for subtle clues about customers’ current mood, patience level, and personality etc. to keep customer interactions positive – Udayasri

Reduce the customer’s work – Bala

While setting expectations, under promise so that we deliver well before they expect – Bala

Be accountable. If you make a mistake, admit it, apologize and make up for it – Sathish Kumar

Be generous. Reward the client with unexpected benefits. – Sathish Kumar

Customer satisfaction should be treated as the Organization Goal – Murugesh

In this fast changing market, we should be able to refresh the customer’s wants – Murugesh

We must constantly update or customize the product and service to adapt to the local markets of different regions – Murugesh

We should proactively ask questions and get clarifications – PVR

We should use online/digital communication technologies such as skype to source suitable candidates while maintaining effective communication standards – Cherian

We have to provide real solutions quickly and also have a clear understanding of the customer’s requirements – Supriya

Acknowledgements/ responses have to be mandatorily be done on a timely basis – Supriya

Use positive communication techniques – Anitha C.

Give each customer individual attention; it’s a great way to make them feel special & valued – Anitha C.

Speed is everything, especially when a customer is requesting something that’s time – sensitive – Mujeeb

Have a clear understanding with the customer about what your role is & isn’t. Both the vendor & the customer should know when the project gets over and how success will be measured – Mujeeb

The more work one does on the customer’s behalf, the more valuable & indispensable you become – Mujeeb

The more problems we solve for the customers, the better – Mujeeb

We have to learn to be open to new & fresh approaches: if we snap to a solution assuming their situation is “just like” others you have come across, it’s turns them off – Mujeeb

 

Take an extra step (customers notice when an extra effort is being made and will tell it to others) – Mujeeb

Get regular feedback from the customer; to do this, one needs to actually set reminders – Sumathi

Closures and appreciations to be put up on the AscendersTech BLOG for the customer to view – Bersin

Communicate, communicate, communicate – Bersin

We have to be easily accessible (24×7) & sincerely maintain promised TATs – Swathy

We need to make our customer experience through every touch point within our organization a pleasant one all the times – Dhanasekar

 The Winners

Mujeeb – First Prize

Murugesh – Second Prize

ASCENDERS TECHNOLOGIES – ANNUAL DAY – 19 MARCH 2012

Today marks the start of our fifth year in existence!

The feeling is exhilarating and I’m sure that the small bunch of old faithfuls in our organisation feels the same way. The newcomers have an edge for sure as they have had the luxury of a process in place whereas the old timers went through the rigmarole of settling down in a seemingly chaotic environment and were actually instrumental directly or indirectly in the making of a process based organisation. They have traveled with us in the long and bumpy road and during this journey, have forged close, emotional relationships that will see us till the end destination.  The journey which we had started out with stars in our eyes on March 19th, 2008 still continues and the exuberance with which we began has not diminished over the years!

We wished to become a conglomerate and it is with pride that I announce to one and all, that the first steps towards this goal have already been initiated. In the course of the FY 2012 – 13, we would announce it in more detail.

Our memberships such as NASSCOM, ESC, ERA, TASMIA, TiE still hold us in good stead. Our previous Associate Membership with NASSCOM has been upgraded to a regular membership wherein which we are now entitled to voting rights and various other privileges.

The last year found us shifting base to the reputed NSIC Software Technology Park as we direly needed more space.  This expansion has led to our esteemed membership with STPI. In a bid to accommodate the laudable aspects of inclusivity and diversity, we have also become a corporate member of eWIT (Empowering Women in IT). One of our most prestigious achievements last year was being bestowed with the NASSCOM Emerge 50 Award. This was possible due to the focused and innovative efforts of the AscendersTech team.

Last year saw us expand our technology base as well, in terms of creating new practices, or more specifically, Centers of Excellence in Dynamics Axapta CRM and EPM apart from our existent ERP practice. To make sure that all practices and projects run seamlessly and smoothly, we have also established the much needed Project Management Office and it is doing its job efficiently. The Delivery team has been inducted into the PMO style of delegation and work and we are proud to declare that projects can and will be delivered on time and with the expected quality outputs thanks to the untiring efforts of the PMO.

In this regard, we would like to announce that from 1st April 2012, our Finance Team would be working on the Dynamics Axapta Finance Module thus making our internal Axapta implementation a grand success. We also foresee, in quick succession, the implementation of the dynamics Axapta HR Module.

We have changed our style of Operations stressing on the need to be a lean, trim and strong organisation. The new concept of Account Managers especially in the HRO Division has been introduced and has shown tremendous result in terms of Client Relationship Management and as a consequence, we hope to see profitability as well. We can boast of following the best practices in Recruitment especially where process and speed are concerned. The HRO organisation is by far, the leanest and meanest, as far as business is concerned. The sourcing team has been established with a view to reduce dependencies on commercial portals, strengthen Social Recruiting skills, save time and create elite and specialized skills in Recruitment. We are in the process of establishing a well-oiled and professional Recruitment Mechanism and every Ascenders recruiter is essentially a part of it.

An aggressive Sales team is in place with very focused business goals. We have also for the first time in AscendersTech history, introduced an Inside Sales Team and we are in the process of reaping our investments. The need for each and every Ascender to be a Sales person in his / her own right cannot be stressed enough. It is also in this context that we wholeheartedly reiterate that AscendersTech is a Sales driven Organisation. Our new branding, given the present circumstances, lays claim to this fact.

Our support teams especially HR, Admin, Finance and IT have all been well established and further fortified with the help of experienced stalwarts in the industry.

We have come a long way under the capable leadership of our beloved CEO Dr. Thiru. Our flagship Ascenders Technologies Private Limited has been recognized across states crossing even national boundaries not just for our efficient delivery but also because of each and every Ascender’s realization and acceptance that the our priority is ascending our Customer’s priorities!

Team Ascenders, I give out the call for renewed vigour from you all to continue our exciting journey of Business Excellence as a part of the Ascenders family. Let us together chart out the route to our destiny and always be a part of the celebration that is ASCENDERSTECH!