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Customer Lifecycle Management

Ashish Madan

Ashish oversees client relations for Aptara’s U.S. customer relationship management (CRM) clients. He has more than 25 years of executive-level experience in business development, customer support, and corporate training. Prior to Aptara, Ashish held senior positions in the media, publishing, and retail sectors, overseeing public and press relations as well as internal communications. He has also worked in corporate advertising and product placement. Ashish holds bachelor’s and master’s degrees in business from the University of Delhi.

Leading Credit Card Issuer

 

One of America’s leading issuers of Visa and MasterCard credit cards, this company primarily services customers who need to establish or rebuild their credit and do not meet the qualifying criteria of other banks. 

Challenge 

To satisfy the needs of an expanding, global customer base, this company sought a partner who could provide bilingual customer service and: 

Healthcare Provider

 

For more than 40 years, this company has provided document management and financial transaction automation to its clients. It is now a global leader in business process outsourcing (BPO).

Challenge

The company’s customer, a Fortune 100 healthcare claims processing company, was not meeting its metrics for 24-hour end-to-end query resolution, and manual processes were inflating per-transaction costs. In addition, claims recycling issues were slowing down its service provision. 

Healthcare Payer

 

For more than 40 years, this company has provided document management and financial transaction automation to its clients. It is now a global leader in business process outsourcing (BPO).

Challenge

The company’s customer, a Fortune 100 healthcare claims processing company, was experiencing inconsistencies in exceptions processing and charts recycling that had led to lagging service metrics and a decrease in service quality. 

Top Consumer Electronics Company

 

This Fortune 500 company has been a global leader in high-tech electronics manufacturing for more than 70 years; more recently, it has become known for the production of TVs, tablets, and smartphones. It has been recognized by the Consumer Electronics Association as a “Top Consumer Electronics Brand.”

Challenge

As the company’s market share grew and inbound support calls increased, its executives realized that even the very best electronic devices can fall short if they are not backed up by knowledgeable, easy-to-reach customer support personnel. 

Large Translation Company

 

One of the largest translation companies in the United States, this organization offers an array of translation and interpretation services for promoting cross­cultural understanding among people who speak different languages. The company’s primary market is healthcare. 

Challenge 

Documents prepared for healthcare clients were noncompliant with a key federal regulation: Section 508 of the Rehabilitation Act, which mandates that all electronic and information technology be accessible to users with visual, hearing, speech, and mobility disabilities. 

Global BPO Leader

 

A global business process outsourcing (BPO) leader, this organization provides back-office financial services and payment processing solutions across North America, Europe, and Asia-Pacific. The firm specializes in financial transaction automation and document management services for organizations seeking greater finance and accounting efficiencies.

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