Doing it all for the Customer via IP converted Technology Platform, OpsbudsRju

Customer experience is something that is not restricted to the mouse clicks on a website. Experience is still a huge part of the offline shopping experience that several ecommerce sites still strive to replicate online. Big brands including Allen Solly, Esprit, the Future Group etc try to constantly engage with their customers through traditional CRM (Customer Relationship Management) essentially based on a database of customers walking into their stores.

After two decades of experience in CRM with companies like Motorola, PTC, BPL, K.K.Cariapa discovered that the frontline executives in stores are a great storehouse of experience understanding customer’s likes, dislikes and preferences due to their constant everyday interactions with customers. But the current CRM systems in place do not explore ways to engage with the frontline executives to enhance customer experiences.

Leveraging this insight, in 2006, K.K.Cariapa decided to create an intellectual property (IP) that helps map the customer experience and provide vital inputs to the frontline in simple actionable terms, to positively impact the immediate next customer interaction. Though the idea was conceived in 2006, the team built several models that were lost through the validation process and they finally came up with their current patent pending model that maps customer experience all the way to emotional acuity, a huge influence on purchase decisions. This has now been converted to a technology platform called OpsbudsRju.

“The idea is to map the customer experience across all touch points, analyse them and provide actionable insights including models of customer experience and its impact on company’s financial results to all stakeholders in real time enabling them to correct/enrich the customer experience right then,” explains K.K.Cariapa.

Since the platform supports the operational capabilities of companies, Cariapa and team decided to call themselves – Opsbuds (short for operational buddies). Targeted on any company (B2B & B2C) with a huge customer base, Opsbuds is currently equipped to support companies in the telecom, retail, healthcare, hospitality, entertainment, banking and insurance sectors.

Apart from K.K. Cariapa, their team comprises of veterans from diverse fields such as telecom, retail, healthcare etc. They also have specialists from various sales & services industries, market research and being a systemic solution provider and a product for businesses, team Opsbuds market their platform by connecting with head honchos and senior professionals to show them how they can more efficiently and effectively redeploy their current customer satisfaction monitoring budgets.

“There isa lot that can be done to understand customer behavior and provide an enriched experience. We found a gap and trying our best to plug it,” concludes K.K.Cariapa, Co-Founder, Opsbuds

For more information, take a look at Opsbuds