Gearing Up For New Consumer Needs
The industry is moving towards automation but sometimes even the robot needs to be trained, much like a human. “In the past 18 months, there have been several instances, where the customer was furious with airlines for uninformed cancellations or when they were not being refunded or any connected chaos in the travel sector. Companies had to face the backlash, and it cost them many potential customers,” recalls Bhupesh Tambe, Managing Director, EbixCash Global Services, as he looks back at the challenges that have changed the travel sector in many ways.
A Call for Change
During Covid times, companies faced incessant challenges and a large part of this was prompted due to delays in decision making. Tambe observes, “Most decisions, which should have been taken in a maximum timeframe of four months for conversion, had taken six months or more.” This very trait indicates a need for change.
“The pain points of a post-Covid world have been about the lack of understanding customer’s needs and wants. No one could have imagined that situation but to get the upper hand now, we have worked on revamping our existing processes, keeping in mind our customer’s experiences in the recent past,” says Tambe.
EbixCash has pushed forth its growth agenda, while constantly keeping people front and centre in decision making. Some of these leaders are now part of the company through its acquisition strategy. The company added to its list of 26 acquisitions done since 2017 when it acquired a 70 per cent stake in Tambe’s BPO company, AssureEdge Global Services.
Grow the Base
On the BPO front, its primary agenda at present is to cross an employee base of ten thousand people in India. Tambe is determined to train these employees by tackling advisory issues on customer grievances, irrespective of the department they would be working for.
Tambe feels that the acquisition was a win-win for both the companies as EbixCash, complementing each other’s strengths. “Growth is all about speed and agility, and collaboration served this to us on a platter.”
The acquired company serves pre-sales and post-sales support for the BSE Ebix insurance platform, besides providing an end-to-end fulfilment solution to banks on lending, wealth management, asset management and credit card processing solutions for banks and financial institutions.
