LitmusWorld: Driving Customer Centricity through Improvement in Business Processes

Ramesh Natarajan, Co-founder
Unless interaction with a brand is poor, consumers seldom make the effort to reach out to brands and share their experiences. At a time when the social media has evolved into a strategic business tool to strengthen brand image, negative feedback on the wall can significantly hamper this effort. Moreover, it is also crucial for brands to reach out to the consumers as soon as the transaction is initiated, whilst one's emotions and experience are still raw. The mobile-first approach and data penetration are making customers respond more than ever before. This culminates in the need for a single platform to Measure, Act and Improve processes through contextual conversations that deliver actionable insights in real-time.

Headed by seasoned technocrats, the tech startup has built an enterprise SaaS platform now leveraged by over 125 brands across 12 countries. The platform allows enterprises to initiate contextual conversations with customers and employees on processes that drive business value. Business leaders thereby gain actionable insights that can be leveraged to make agile decisions to deliver great experiences. Providing further insights, Ramesh Natarajan, Co-Founder LitmusWorld explains, “The platform fundamentally enables enterprises to improve the customer journey by quantifying the experience. This could be through measuring NPS or the LitmusWorld scale. The experience score serves as a benchmark for the enterprise to improve upon.”

With the belief that the internal and external customer should be viewed through the same lens, LitmusWorld has integrated the platform with both customer experience(CX)and employee experience (EX)solutions. While over 126 million conversations continue to help business leaders drive customer centricity, leaders are gaining insight into key processes managed by the enterprise. The platform has also gone beyond the primary stakeholders to create
conversations with vendors, agents, distributors, investors and citizens. These conversations capture actionable insights on a real-time dashboard that gives the touch point owner complete visibility of the business. Kotak Bank, Eureka Forbes, Bata, Titan, TATA Sky, and Reliance Digital are some of the leading brands dramatically improving customer experience leveraging the LitmusWorld platform. "Retail is all about taking new leaps of faith. Being iterative, constantly looking at new things that are out there and placing enough new bets, LitmusWorld is one great bet that we placed and it has played out very well",affirms Darshan Mehta, CEO, Reliance Brands Limited.

The platform fundamentally enables enterprises to improve the customer journey by quantifying the experience

The 'Always On' approach to drive continuous employee conversations across their life-cycle is a breakthrough offering to some of the largest enterprises across 12 countries today. This helps them measure the pulse of an employee and create development plans based on the same. “eNPS through LitmusWorld has really helped us to understand the pulse of an employee because we get to know what actions we need to take, whether it is from a HR perspective or the respective HOD. Due to this, we have a lower attrition rate as it has made employees stick to the company. From last year to this year, we are 50 percent down in our attrition,” states Shalini Vohra, CHRO - Croma. Entry,Pulse, Employee Opinion, 360 degree to Happiness mood-meters are some of the various employee conversations that can be initiated.

Khushaal Talreja, Marketing Head LitmusWorld adds, “Improving customer and employee experience has always been a key boardroom agenda. With LitmusWorld, they are now empowered with quantified results that clearly indicate where they stand with immediate improvement opportunities on a real-time dashboard.” Incepted in 2015, LitmusWorld is committed to delivering ‘Client Success’, a mantra they practice across the 125+ brands they work with. The emerging startup is soon expected to expand its presence across the Middle-East, South-East Asia and the USA.