CogentHub

Back Office Management Services

CogentHub provides Back Office Management Services to help companies reduce operational costs while enabling them to increase efficiencies. Optimal operational efficiency is of prime importance in today’s competitive market. We take pride in our deep industry-based knowledge that allows us to support the lifecycle of our client’s customers.

Our back office management services have helped businesses across various domains to increase their customer satisfaction. With our Back Office outsourcing solutions, enterprises can automate their operations as well as electronically manage and route their documents. We follow pre-defined business rules while routing documents in order to generate a quicker turn-around-time while ensuring the accuracy of their existing paper-based processes.

The following are the back office services that we offer at present:

Retail:

Sales support, Account management, Coupon/gift card management, Returns and refund management, Complaint management

Telecommunication:

Service Inquiries, Billing Support, Account Management, Complaint Management, Credit/Spend Management, Procure to Pay, Order to Cash, Record to Report

Airlines:

Refund and Exchange Management with SLA Monitoring, Email and Online Bookings Fulfilment, Itinerary Research, Complaints/ Correspondence Handling, Customer Satisfaction Surveys and E-mail Processing, Schedule Change, Lost Baggage Handling, Member Enrolment, Tracking Member Transactions, Tier Management, Accrual and Redemptions, Points Balancing and Expiration, Membership Control, Partner Management, Reporting, Segmentation and Data Mining/Analyses etc.

Energy & Utilities:

Customer Analytics – Segmentation, Lifetime Value analysis, NPS analysis and more