Business Process Services

We partner with enterprises, fueling their growth by our focus on delivering exceptional business process services. We bring together the best in people, process and technology with an extreme focus on delivering value and best in class customer experience. Our methodology involves a holistic view from experts across all possible avenues of business process transformation. This involves bringing forth our operational expertise, domain knowledge and business process automation by harnessing Robotic Process Automation (RPA), Machine Learning (ML) and Artificial Intelligence (AI).

We bring in turbocharged digital transformation for our clients, thus enabling them to grow rapidly while creating ‘wow’ customer experiences. This commitment comes from our disruptive Digital Managed Services model, which allows our clients to reap benefits from Day 1 of operations delivery, thereby transferring the risk of transformation onto us.

Our expertise assists our clients achieve innovative and cost effective business process services while increasing revenue and reducing errors. This is achieved by our fearless commitment to ‘AUTOMATE EVERYTHING™, CLOUDIFY EVERYTHING™ and TRANSFORM CUSTOMER EXPERIENCE™’, even if it means cannibalizing our own revenues through automation and reducing headcount. Equipped with rich operational legacy, visionary delivery leadership, a holistic transformation approach and our Digital Managed Services Model, SMYRNA is uniquely placed to deliver value to our clients.

Customer Experience has never been more important. With born digital competition disrupting most industries and ever more demanding customers, it is increasingly challenging to retain customers. This also presents an opportunity to establish competitive advantage for enterprises. A superior and differentiated customer experience can not only retain customers but ensure steady revenue growth through meticulously customized products. The contact center must no longer remain content with being a cost center and  should make progress towards cost neutrality to become a profit center.

Customer Experience market trends:

• One size does not fit all – customized responses for specific demographics: specifically millennials’ expectations are impacting service delivery
• Digital channels access plays high on customer satisfaction
• Switching to competition is just a click away
• Brand impression is built on the quality of every interaction

SMYRNA provides contact center services like voice, email, chat or social media with automation and digitization at the core by harnessing RPA / ML /AI and a robust ecosystem of telephone, CRM, WFM and other contact center tools to fuel superior customer experiences for our clients.

• No Fear of Revenue Cannibalization
  Being a mid-sized integrated (BPS + IT + Infrastructure) service provider, we have the critical scale, domain depth and size to fearlessly disrupt operations through automation. Very large service providers are unable to take this posture due to fear of revenue cannibalization and lack of agility inherent in their size.
• Our Strategy
  SMYRNA’s strategy is to ‘AUTOMATE EVERYTHING™, CLOUDIFY EVERYTHING™ and TRANSFORM CUSTOMER EXPERIENCES™’ and this ties in with our approach to bring in the latest and greatest technology be it Machine Learning powered customer churn models, Chatbots or Artificial Intelligence in the form of virtual assistants.
• Experience
  SMYRNA has over 20 clients in the customer experience area, in industries as diverse as e-payments, retail, banking, travel and hospitality, background verification, insurance, etc. Our global delivery presence spans every major time zone and geography, with delivery being customized to client needs be it onshore, nearshore or offshore.

As the born digital era catches speed, banks and financial institutions must treat this shift as an opportunity to reinvent the value they provide. The rise of Fintech has challenged the legacy banking business processes that lack organizational agility. Digital transformation is the need of the hour and we have been helping our clients accomplish it. Our commitment to technology along with delivery excellence has enabled us to dislodge multiple incumbents with our fearless approach to process automation without worrying about revenue cannibalization.

• Retail Banking

Retail banking has witnessed its fair share of disruption in the recent past due to the emergence of Fintech and a slow approach to innovation. To remain competitive, banks must deliver customized products and experience, across all channels the customer reaches out to.

SMYRNA has been working with some of the world’s largest banks and financial services firms, servicing them in their business processes services. Our unique approach of harnessing the best talent, technology like blockchain and process automation using RPA, ML, AI, has been paying rich dividends to our banking clients. This expertise backed by our excellent operations talent and analytics helped us in creating a superior customer experience.

• Commercial Banking

With the current operating conditions in the industry in a state of massive flux, it becomes imperative for commercial banks to service their trusted, large relationships better than ever before. Banking institutions must display operational agility and nimbleness to safeguard and enhance the customer experience. Such agility must then be leveraged to create true retention while deepening larger corporate relationships.

SMYRNA possesses capabilities across the spectrum with services ranging from cards to cross border payments in a commercial capacity. With genuine thought leadership across the board, we have even devised a Machine Learning solution for the traditionally complex, cumbersome and error-prone trade finance workstreams. Added to this, our willingness to bring in RPA, analytics and the best operational talent has helped us to deliver great value to our customers.

• Capital Markets

Asset Managers, traders, wealth managers and Financial Institutions, across Banking and Capital Markets are forced to change their business operations, disrupted by regulations, intense competition, continuous threat of substitutes and disruptive innovations. Large banks and financial institutions have realized that adding more people is not the strategic solution to address present and future demand. Operations groups are encouraged to identify creative ways to manage operational stability while reducing cost year on year.

To meet tightened regulatory policies and capital market requirements, banks have been adopting platform-based solutions and automation. Enhancing operations quality and productivity is now an organization wide mandate and not only limited to Quality and IT teams.

SMYRNA’s suite of Capital Markets offerings for operations transformation enables banks and financial institutions to focus on their core strategy and product design, while alleviating their concerns on managing operations. Our solutions help in reengineering and centralizing processing services using lean methodologies, to derive the insights from humongous amounts of data while enhancing customer experience.

Our rich domain expertise, coupled with our Automation First approach, leveraging RPA, ML/AI, NLP, OCR and Analytics enables banks and financial institutions to scale operations while ensuring optimum service delivery.

The healthcare industry faces multiple challenges across all fronts, be it service delivery, business models, regulations, cost pressures and emerging competition from non-traditional players. This underscores the need to bring in business process partners, while keeping the customer experience at the heart of all operations. It is imperative to leverage data, analytics, Machine Learning, Artificial Intelligence, mobile and population health management platforms.

SMYRNA’s Business Process Services help in reducing administrative costs, meeting regulatory compliances and enhancing the patient experience. SMYRNA’s experience with healthcare services and cutting-edge digital transformation stands us in good stead to assist our clients. We have leveraged automation extensively through our healthcare clients whether it claims adjudication or revenue cycle management. With our extensive domain talent and our 8+ years of experience working with Payers and Providers, we are in an excellent position to drive future proof digital operations while helping our clients elevate customer experience and maintain cost competitiveness.