Industry
Cnetric has expertise across varied Industry verticals including Retail, Manufacturing & Distribution, Telecom, Healthcare & Pharmaceuticals, Financial Services, Government & Education.
Retail
Ecommerce is being reborn with cutting-edge technologies like voice commerce, exclusive pop-ups, Augmented Reality-enabled shopping, online-to-offline (O2O), headless commerce and progressive web applications (PWA), etc. Smart mirrors, video games, and live streams have transformed the ecommerce landscape. The future of ecommerce looks promising with technological breakthrough and changes in consumers’ preferences.
Customer experience is the top priority for any brand, even more important than pricing. A poor experience will cause customers to switch brands in the blink of an eye. In an era of omnichannel engagement and multiple avenues of shopping, you must optimize every aspect of user experience from website design to load time and payment options. Headless systems that have decoupled architecture can help you deliver a great experience anywhere a customer wants to engage like voice or social commerce. Aside from the popularity of mobile shopping, consumers are catching up with the new trend of social shopping with its varied aspects such as groups, communities, recommendations, discussions and selling products and services online. With group shopping facilities, it is possible to secure group discounts for bulk selling. Voice assistants & voice search are rapidly gaining momentum and becoming consumers’ preferred choice while shopping online. Cnetric’s expertise can help you harness these omnichannel opportunities and deliver a delightful experience that retains customers.
AI-enabled ecommerce automation is bringing revolution across ecommerce industry, primarily by eliminating human error in managing multiple stores, streamlining cross-border commerce and top-rated shopping experience. Hyper-personalization is booming with mobile voice-related searches – most of these are locally-based. Localization is going to rule in this decade to deliver tailor-made product recommendations at the right time and place.
AI is extensively employed in digital self-service tools, such as on websites, apps, or via chatbots. AI-powered chatbots answer customers queries extremely fast and can provide better customer service post sale. With the ecommerce industry moving towards omnichannel marketing, AI provides personalized suggestions and support, driving greater sales. Cnetric can help you delight customers with an AI-powered, omnichannel shopping experience.
Our satisfied clients
Include leading global fashion and FMCG brands such as JustGroup, Coles, Luxottica, David Jones, Myer, KMart, KingPower, Officworks, Kroger, etc.
Manufacturing & Distribution
The manufacturing and distribution industry has struggled with challenges brought about by manual processes, legacy applications, and outdated systems. Buyer engagement has also suffered from a lack of visibility across the value chain, leading to over/under production, increased costs, and reduced productivity of resources. Around the world, companies in the manufacturing and distribution industry are seeking to implement digital transformation initiatives to better serve partners and customers, with the following priorities receiving the greatest attention (source IBM):
- Operational resilience (88%)
- Wellbeing/ working environment (83%)
- Supply chain integrity & resilience (75%)
- Supply chain visibility (71%)
- Improving operational efficiency (65%)
Enabling Digital-first operations in Manufacturing & Distribution:
We can supercharge the digital transformation initiatives for your manufacturing and distribution brand through capabilities such as;
- IIoT and Smart Manufacturing: Incorporating IoT devices into Industrial use cases is helping enterprises more effectively monitor device usage and wear and tear and appropriately assign preventive maintenance efforts to prolong device life and protect capital investments. Additionally, modeling physical device actions in a digital environment helps optimize and tune usage for better productivity
- Employee Engagement Apps: Custom mobile applications that track and guide activities, streamline processes and facilitate interactions help employees approach their tasks with greater confidence and success.
- B2B & D2C Commerce: Whether selling through to your wider distribution network or engaging with end-customers directly, utilizing modern eCommerce architectures and frameworks helps organizations deliver seamless and personalized experiences to drive revenue and loyalty.
- Supply Chain Visibility: Supply chain disruptions globally are delivering shipments and deliveries, causing losses and unsatisfied customers. Leveraging supply chain visualization tools, businesses can identify potential risks and agree on optimal courses of action to minimize business impact.
Our satisfied clients
DKSH is a leading distribution and market expansion enterprise in Southeast Asia with a presence in over 33 countries and distributing product lines ranging across CPG, performance materials, healthcare and more. We helped DKSH set up a B2B eCommerce solution that helped them engage with their buyers across Southeast Asia. We developed extended sites for each country business unit (eg. Thailand Healthcare, Vietnam CPG, Australia performance materials etc). which allowed those units to engage with their specific buyers through catalog entitlement, differentiated pricing and loyalty programs. The solution has been rolled out to 8 business units.
Telecom
Telecommunication companies face a number of challenges. Rolling out new Internet protocol (IP) based services, costs control, and customers retention are some of the major roadblocks that need to be addressed with immediate effect.
Telecom Industry Challenges
Amidst several challenges ranging from deregulation, competition, expansion through new networks, changing market needs and the advent of 5G, telecommunications industry has undergone a massive transformation in the last few decades. Apart from these, the industry has been facing certain other obstacles such as operational inefficiency, poor service quality, no marked differentiations in the services, high customer attrition rate, etc. Encompassing customer-centricity in the business model will go a long way in designing service bundles solely serving customer’s perspectives.
Embracing Digital Transformation Revived the Telco Industry
To circumvent the pressure from different angles, telecom industries are going through wide-scale digital and IT transformation across the BSS, OSS and Network layer to build the foundation to move to the next level i.e. 5G and beyond. Digital commerce has flourished primarily to tackle B2C and B2B business models with respect to targeting customers across all possible channels and touch-points.
In this flourishing digital age, it is easy to reach customers through various digital channels for customer acquisition, customer service, marketing and sales, etc. RedHat OpenShift and OpenStack and standards like ONAP are the latest cloud-based technologies that significantly investment cost and provisions for virtualizing the network layer.
Cnetric’s Solutions to These Challenges
Business Integration Solutions
Cnetric can address business integration requirements across the enterprise including Application Integration, User or Portal Integration, Trading Partner Integration and Data Integration. Besides B2C and B2B ECommerce, Cnetric consultants have been engaged in several telecom integration projects worldwide and have expertise in:
- CRM, Order Management and Billing process integration
- Self Care and Online Provisioning
- Service Order Management and Service Activation
- Work Order and Workforce Management
- Billing and Mediation Data Integration
- External Service Provider Integration
- Product Catalog Management
- Single View of Customer
- Convergent Billing
Deployment Models
Cnetric offers a flexible deployment model for the onsite and offshore consultants on a T&M or fixed bid basis to support implementations from the start of the project, designated phases or mid-stream including:
- Full Life Cycle Project Implementation
- Solution Scope & Architecture
- Implementation Support
- Post-Implementation Support
- Product & Custom Application Development
- Onsite Mentoring & Training
- Value Added Solutions
Cnetric’s Portfolio
Centric’s long journey of working with diverse clients has been a glorious chapter. We have extensive experience in handling telecom projects involving middleware technologies for supply chain and ecommerce applications spanning across B2C and B2B channels.
Our satisfied clients
We have a proven track record of successfully implementing BSS/OSS transformation projects at Vodafone and Telstra in Australia, O2 in Ireland, Hutch Telecom and Airtel in India and the America Movil group companies namely Claro Colombia and Claro Argentina.
Healthcare & Pharmaceuticals
Digital solutions are transforming operations even in the healthcare industry. The healthcare industry is moving from being Physician centered to being Patient-focused, moving from isolated individuals to socially connected users. This transition from sick-care to a focus on health and well-being is paving the way for healthcare going from low to high engagement. It no longer has limited accessibility, rather it is now convenient and available 24/7 as having now moved to virtual consultations through mobile apps. Patients are benefitting from this transformation, and doctors are also seeing the results through increased efficiency, improved quality of care, reduction in errors, and cost savings.
Digital transformation initiatives in healthcare have delivered measurable benefits:
- 50% less time spent by nurses on filling out forms
- 118% increase in patient satisfaction
- 20% increase in time spent by a doctor with patient
- 41% increased data exchange with other care providers
Enabling Digital-first operations in Healthcare:
We enable a whole new way to operate your healthcare brand through digital initiatives such as;
- Digital Patient Engagement: Health and wellness portals and mobile apps which offer virtual appointments, access to digital test reports, wellness information, and more so that patients can receive speedy diagnostic advice for healthy living. These can incorporate chatbots for live updates, answers, support & guidance.
- Electronic Health Record: Single repository to record patient and doctor data with fewer errors. Secure storage ensures there is no misuse of data while allowing authorized individuals to be able to access critical information when required.
- B2C/B2B eCommerce: Making medication and equipment more easily available to customers at lower costs, while delivering cost savings to medical institutions through the implementation of eCommerce capabilities for both B2C and B2B use cases.
- Virtual enablement: Inspire a culture of continuous learning by providing healthcare professionals access to key material related to their field across any device. Ability to offer live streaming virtual as well as scheduled sessions based on convenience.
Our satisfied clients
Roche is one of the leading pharmaceutical companies globally. Cnetric implemented an online web store that supports both B2B and B2C requirements internationally, with the ability to register specific buyers, create requisition lists and create quick orders and a real-time pricing check with Roche’s back-end SAP system. The online order placing facilities handle upwards of 300 orders per day.
A healthcare startup in India is seeking to disrupt the traditional consultation model by offering virtual video consultations on the web and mobile to make healthcare more accessible.
Banking & Financial Services
Banks Are Relying On Hyper-Personalised Experience
Digital transformation has changed the landscape of retail banking. With a view to differentiate and deliver outstanding services encouraging loyalty and customer satisfaction, retail banks should apply advanced analytics on data consolidated from disjointed systems across the organization to set up connected consumer intelligence. Banks should study and leverage data on customers’ behavioral patterns, goals, sentiments and propensities across all digital and physical channels at every stage of the customers’ journey. With hyper-personalization, achieved through Connected Consumer Intelligence, contextual targeting at the appropriate time and space allows the organizations to build sustainable customer engagement and loyalty with the firm.
Creating Connected Consumer Experiences
Customers look for experiences that surpass traditional boundaries and there is a shift towards connected experiences. TCS’s CI&I Banks allow customers to go through connected consumer experiences delivered by utilizing customer insights at an individual level. With its implementation, retail banks are able to engage in intelligent customer conversations, ameliorate customer on-boarding experience, tone down attrition and dormancy and enhance value to customers.
Grow and Retain Newly Acquired Customers
With advanced Machine Learning algorithms factoring in the customers’ pattern of transactions and interactions, the next best actions and offers are suggested and recommended products are displayed. These personalized suggestions tailored based on customer history have a stronger chance of winning over customers. In addition, CSAT scores help to detect and address negative experiences and improve any issues identified. This ensures a greater success rate in your hyper-targeted campaigns and suggestions that will attract and retain new customers.
Increase Direct Loan Originations
Accurate customer persona will provide demographic, value, product white space, multiple product profiles and account activities, enabling the bank to have intelligent interactions with customers who do not have a mortgage account with flag-star and help drive conversions. This also enables banks to retain existing mortgage customers, upsell checking-only customers, drive more direct to consumer mortgage loans and provide next best offer or product to buy.
Customer & Marketing Analytics
Customer analytics provide a complete 360 degree view of customers, customer base view, digital persona, customer scores, behavior & propensity modeling, experience alerts, next best offer, etc. Marketing analytics aid in event-based marketing, next best action and dynamic customer segmentation. These capabilities help fine tune efforts to deliver tailor-made and relevant offers and recommendations that target customers’ needs.
Excellence in Next Gen Customer Engagement
CI&I deliver advanced customer stratification capabilities to make targeted and contextual recommendations for customers. It accomplishes primarily 3 goals:
- Establish a foundation for enterprise-wide customer insights in terms of customer transaction views, customer behavioral insights by overlaying Machine Learning analytics, analyzing customer insights and iteratively learn and fine tune insights across channels as a driver for business decision support.
- Providing real time insights and context-driven recommendations to help customers fulfill goals by optimizing campaigns with persona-based stratification, improving up-sell with product affinities white space analysis, increasing customer stickiness through event-based marketing and life event & life stage detection and contextual recommendation.
- Consistent and customized experience delivery on broader life style & consumption context by developing customer profile with insights from emails, social, text and speech, creating customer journey maps for hotspot detection & care, building an eco-system of partners to provide a connected journey experience & recommendations on broader consumption context.
Our satisfied clients
Include Standard Chartered Bank and ANZ Bank where Cnetric engaged with the banks to provide IBM middleware and SOA solutions around IBM Process Server and IBM Integration Broker software.
Government & Education
Widespread Adoption of Digitisation in Government and Education Sectors
With the rising demand for online services, government agencies have been rapidly deploying new applications across citizen services, e-governance and related services to embrace online engagement with participants. With an aim to transform citizens’ lives, all levels of government bodies of local, state and federal nature are turning to technology. From deploying the concept of IoT-enabled smart cities to automation, government agencies are prepared to enter the next phase of innovation and implement sophisticated technologies to drive wide-scale automation and efficiency. This has led to several digital transformation projects that span portal, commerce, middleware technologies. Cnetric has been involved in a number of such Government projects across the globe.
Edtech has been a buzzword for quite some time and has picked up enormous momentum recently. From interactive whiteboards, front-facing projectors, customized learning experiences, voice-to-text and text-to-voice transcription technologies to Internet of Things the shift is inevitable. It broadens the scope for continuous experimentation and feedback to improve. It also enables the availability of massive volumes of resources through media integration, live annotation and gamification and more that improve learning outcomes. Cnetric can help you harness digital innovation for edtech.
Collaboration with Government Agencies
Cnetric has successfully implemented projects for the HR ministry in India for managing scholarship programs funded by the central government, portals for department for health services and WorkSafe in Australia, and citizen services applications in Singapore. Cnetric has vast experience working with government agencies globally to help the both state and county based agencies in several areas including portal and commerce, cloud transformation, application modernization and middleware.
Rise and Boom of the Edtech Industry
Augmented Reality and Virtual Reality are providing students with realistic learning experiences where they can choose their learning setting. This allows first-hand experiences of certain undoable events, and other scenarios. Personalization and gamification allow individually tailored programs that make learning faster, engaging and fun. Artificial Intelligence and chatbots are causing stir in the edtech industry, with chatbots and applications that have Natural Language Processing (NLP) solving complex problems with instantaneous feedback and scoring capabilities. Smart campuses operated through IoT, facilitate a highly customizable learning ecosystem through connected devices into a single network.
Collaboration with Educational Institutions
Having worked with several educational institutions such as NESA in Australia and IIE in United States, Cnetric has garnered expertise in implementing portal and ecommerce applications in the education sector. Cnetric has successfully deployed ecommerce portals on cloud to sell and market curriculum, books and accessories for the Board of Education, as well as built student and participant portals to manage university scholarship programs across the globe. The technology prowess in best of breed tools and technologies enabled Cnetric to deliver these projects successfully in short-timeframes at an economical cost leveraging an onshore and offshore delivery model.
Our satisfied clients
Cnetric has worked with Educational institutions such as NESA in Australia and IIE in United States to enable their digital transformation.
Our industry experts can help you with innovative digital solutions that can drive customer engagement and growth for your industry.
Learn more about our design thinking workshops that can help you understand how digital technology can help you leapfrog the competition.