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HYDERABAD, Dec.19

SERVION Global Solutions Ltd, a business response solutions provider that helps organisations optimise customer experience through a suite of contact-centric technology products, services and consultancy, is targeting the growing industry sectors such as banking and financial services, telecom and outsourced services.

The Managing Director and CEO, Servion, Mr N. Raghunandan, told a select group of journalists on Thursday that the company, which has built up its consultancy business over a range of products, was enhancing its scale of operations through systems integration and consultancy services.

The company, which received initial round of $3 million funding from the Citicorp Finance (India) Ltd and TDA Capital Partners Inc, has recorded revenues of about $10 million last year, and is set to touch revenues of about $12 million this year despite the general slowdown in the IT spending, Mr Raghunandan said.

The company is targeting a total turnover of about $50 million by the year 2005. Servion, which had developed a range of contact centre solutions for enhancing customer experience, has converted this expertise into re-usable modules covering both inbound and outbound applications.

These products have now been offered through a per-seat, per-port licence model, which includes some of the global corporations such as Samsung, United Utilities, Hughes Telecom and Citibank, he said.

The Chennai-based company, with about 300 employees worldwide, has recently reached a customer base of 200 enterprises spread globally. Of the $50- million revenue projection, about $20 million will come from the US and significantly a big part of this will be from the licensee approach, he explained.

Citing a quote from Siebel founder, Mr Raghunanadan said that though there is no market for customer relationship management (CRM) software, the focus world over is on the market for CRM where both enterprises benefit from loyalty of customers and customers in turn benefit from improved efficiencies with less human interface.

Therefore, focus of a company like Servion is on offering business response capability enhancing strategy that builds on the existing systems by addressing business challenges. The challenge for Servion consultants is to build a new service culture that helps adopt to the constantly changing business applications.

The company was in the process conducting road shows to interact with industry on the benefits of these applications, he said.

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