Tech Mahindra Business Services Group
BSG Tech mahindra

Business Transformation Services

Organizations these days strive to transform their business and getting aligned with changing customer needs. BSG Consulting Group offers customized services spanning the full life cycle, right from the initial set-up to continual improvement. The team has extensive experience in varied domains & diverse backgrounds like Contact Centers, Telecom, IT, BFSI, Travel, Social Media, F&A, Customer Interaction Services. Consolidate market positions and to expand into new segments and geographies. Moreover, globalization, digitization, shift in economic growth regions, changes in energy costs and adoption of newer technologies across industries are changing the dynamics of business faster than ever before. These changes in marketplace dynamics call for changes in business strategy and models.

Tech Mahindra’s Business Consulting Group help you come up with an operating model that delivers the desired business outcome at all scales. Our operating models are simple, flexible and resilient, helping you grasp business opportunities while also optimizing cost and productivity.

  • Robotics Process Automation
  • Contact Center Assessment & Gap Analysis
  • Connect Store Assessment & Gap Analysis
  • Data Analytics
  • Speech Analytics as a Service
  • Customer Behavior Study
  • Business Process Designing
  • Business Process Re-engineering
  • Performance Management /Improvement Services
  • Educational workshops
  • Consulting in implementation of Six Sigma/ISO/COPC/SAS
  • Service Desk Consulting on ITIL Framework
  • Business & Industry Benchmarking

BSG Consulting Group leverages it’s highly regarded intellectual property built over the years to provide solutions to customers – practices, platforms and tools like Contact Center Evaluation Tool on COPC Guidelines, iSTRIVE for instilling Six Sigma culture within an organization, mASTER approach for seamless Transition, etc.

We also use strategic planning, business process re-engineering, change management framework, etc as appropriate to our customers’ situations/challenges

Value Delivered

Our Consulting team has a proven track record of helping our customers reap huge benefits from our consulting activities. Some examples of value-adds delivered so far are:

Robotics Process Automation solution deployed for Canada’s largest communications company which yielded below business benefits

  • 24% reduction in Average Handle Time (AHT)
  • 90% reduction in manual steps in set scenarios
  • 80% automation of validation process
  • Reduction in manual errors in process execution & faster support services

For a leading Telecom Service Provider, we helped automate the incident management based on its Artificial Intelligence Platform for Business & IT Operations to address the service center inefficiencies.

Value Delivered:

  • 80% reduction in mean time for overall diagnosis & repair
  • 80% incidents resolved with least time
  • 40% lower operation costs
  • 40% higher utilization of existing resources
  • Creation of best-in-class processes leading to savings of over 5.5 million Rands for a leading Insurance player in Africa.
  • Transformation & Streamlining of Supply chain Operations for a UK Based Healthcare and Life sciences Major
  • Identified inefficiencies and digitization opportunities for one of the Top4 banks in Australia with an optimization opportunity of AUD 35 MN annualized.
  • Insights and Action planning for significant reduction in the sudden spike of billing related calls for a leading Telco in USA.
  • Contact Center Evaluation on COPC standards for multiple clients across different industries like Chemicals, Banking, Insurance, Telecom, etc.
  • IVR Re-designing for multiple clients across different domains leading to reduced contact center volumes & improved C-Sat.
  • Creation & Implementation of Call Center Metrics for a leading Telco in Korea.
  • Recommendations given for converting bank walk-ins to contact center calls for a leading Bank in Zambia.

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