For any services industry it is important to seamlessly integrate with its customers. To do this it is essential for a company to design its technology keeping in mind customer requirements. Otherwise technology can become a hindrance instead of an advantage.

The thing about technology is that while it is often the cornerstone of the customer service experience, the end user rarely comes face to face with it. It is the puppeteer behind the scene, an intangible.

In the BPO industry, where technology is the bedrock on which all other components of the business rest, it is no different. So while the customer demands quick, efficient, always-on service, they have no interest in the network that makes it possible, in the firewalls that protect their data or in the multiple redundancies that have been implemented to ensure uninterrupted service.

At Manpro we provide business process solutions to companies offering a customer service experience that is at par with the best in the world, is not just a choice, it is a business goal. And technology provides the framework that allows processes and people to guarantee this customer service experience.

So what exactly does a global customer experience mean?

Take, for example, the requirement of being able to get through to your helpline the first time you try. Translating those into service level deliverables in terms of technology would mean capacity and bandwidth.

High availability of the network with minimal call drops from a technological perspective would mean network resilience, while good voice quality would be dependent on a well-tuned and well-configured network.

Lastly, as a customer you would like your query resolved in the least possible time, which transcribed would mean low latency networks. All of this, while ensuring sanctity of the data would mean network security.

This is when we determined that we had to put in place a robust, cutting edge technology framework and architecture that ensured Confidentiality, Integrity, Availability (CIA) and Security to all clients and their customers at all times.

Customer confidentiality

We can provide customer acquisition, customer retention and customer service solutions for global companies in the bookkeeping, general accounting, due diligence audits & compliance audits, internal controls & system development, inventory system development, bank and other reconciliation, MIS reports, Accounts Payables/Receivables, Budgeting & Scenarios etc.

All of this means that unless our technology provides the highest level of data security and confidentiality, companies and their customers will not trust us.

So how does our technology ensure this? As a safeguard, this confidential information is split into separate databases so that sensitive data and other details are not linked on the same table. This linking happens only through a software programme.

In most cases, this type of information doesn't even pass through our system. Instead, it remains on the client's own database servers, where we use 'thin client technology' to access it remotely.

The computer keys we press in India are treated as input by our client's system, and the output from that application can be redirected to our monitors here in India. Currently, a majority of our clients operate on the thin client technology, in which actual customer data never goes offshore.

Customer security

Our company’s policy ensures that information systems are protected against unauthorised access and confidentiality of information is assured and it is a part of our service level agreement.

Our comprehensive security practice covers physical security, network security, applications, desktop and voice & data security. What it means is that clients are ensured of global standards of information security and data protection.

Security for us is a continuous process -- the framework incorporates the global standard from the Deming's Cycle, of a systematic Plan, Do, Check, Act, template that is based on a clearly crafted security calendar. Essential elements of this calendar are audit surveys conducted by both external auditors as well as internal auditors.

The audit reports are then shared with all our clients. Security briefings at induction, regular refresher courses, and customized briefing updates for our specialist staff such as guards and system administrators - also form an integral part of the calendar.

Thus, our goal in every project is to align our technology initiatives with the business processes of our customer's and advance their overall mission. Needless to state -- understanding that mission and how our customers operate, is critical in making technology a tool for customer service and not an end in itself.