Customer Centricity @ Tech Mahindra
Customer Centricity is the first of our five values and we ensure that we live this value through our Customer Centricity Office (CCO). Our customer centric culture spans across the organization ensuring better services, experience and a better value for money for our customers.
Continued focus on customer centricity has propelled Tech Mahindra to be a trusted partner and advisor. It is our priority to understand the problem areas, business processes and strategic business direction of our customers.
CCO works non-intrusively with various teams such as delivery, sales and support functions to elicit the most positive customer responses and outcome. It is our constant endeavour to help customers achieve results in the most urgent, effective way by resolving concerns, if any.
Customer centricity offices track all the critical customer escalations and also consult aid and expedite the necessary actions that are required to close these escalations quickly by working together with the teams.
CCO Modus Operandi
Our pro-customer centric initiatives include meeting customers pro-actively to understand the pulse on the ground, monitoring customer concerns, if any and measuring customer satisfaction through customer survey known as NPS (Net Promoter Score) or CaPS (Customer as Promoter score) via a third party.
Our focus on Customer Centricity via our CCO enables us to be connected with our customers 24/7.