IGT’s Customer Experience practice works with our clients to enable delightful digital experiences for customers, employees and partners. With our expert team, we engage with our clients in a consultative manner by focusing on the design, engineering and total experience of their product and services.
We work with our clients around the world to conceive and deliver delightful, innovative and effective design solutions. At IGT, we focus on understanding end user’s needs and expectations, in terms of different activities customers are trying to do and the outcomes they are trying to achieve, and help design solutions that positively impact perceptions, customer loyalty, brand value and market share. We work collaboratively & strategically with our clients to give shape to their vision. Our bouquet of services helps our global clients across the processing foundational research, conceptualization, design strategy and engineering of the solution.
Digital Engineering - Services & Solutions
Our service offerings include consulting / advisory & delivery services to our clients to improve synergies between business & technology. We help organizations solve their toughest software development challenges, making it possible to deliver innovation faster, smarter, more efficiently, and securely. Our experienced specialists & consultants also work closely with our client’s teams to support their Digital & Cloud Transformation journeys. As a part of these services, we help assess & modernize how the client organizations Engineer, Integrate, Test Release & Operate systems.
We help support client organizations accelerate technology deliveries to achieve faster ROI & business value. IGT works collaboratively with client teams to provide digital transformation services including Lifecycle Transformation, Coaching & Advisory services leveraging industry leading best practices including CMMi, PMI, Lean, TMMi, Agile / Scaled Agile (SAFE) TestOps. We support transformation programs across delivery methodologies including traditional Water-fall, V-Model, IT Service Management (ITIL ITSM) as well as the latest methodologies & frameworks including Agile, Scrum, Scaled Agile, TestOps, DevOps, Kanban, DevSecOps.
Customer experience is the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier organization's employees, systems, channels or products. The evolving enterprise needs and consumer behaviors demand organizations to be agile and take a design-first approach with emphasis on fast phase of execution. IGT works with our clients to deliver extraordinary experiences with services & product innovation. Our services in this area are crafted leveraging Design Thinking principles and include Design (UI / UX / CX / Service Design) as well as Customer Relation Management (CRM) services & enabling Omnichannel engagement.
Engineering & DevOps
Meeting the challenges of today’s digital economy requires organizations to increase their responsiveness to business needs. For technology leaders, this means accelerating the development and maintenance of applications without sacrificing quality. In addressing the challenges of a fast-paced digital world, traditional application development methods have evolved & adopted to leverage DevOps and enterprise Agile frameworks as well as automation across the lifecycle. IGT has over 2 decades of experience working with leading global organizations across a broad spectrum of technologies. We provide flexible, cost-effective engineering services including architecture transformation & design, application development & maintenance, IT Service Management as well as managed solution delivery services.
Quality Engineering & Assurance
As enterprises look at digital technologies as a source of competitive advantage, they demand quality—at speed and scale. This means that they must rethink how they build and test applications, moving away from testing as a standalone function at far end of the development cycle to embedding quality throughout. With 20+ years of enterprise solution delivery experience across geographies, our expert professionals bring a range of diverse skills across QA, Automation, Continuous Testing, DevOps and Agile to multiple clients globally.
Cloud is becoming a vehicle for next-generation digital business, that allows organizations to leverage the scalability, flexibility & the vast integration options available to deliver cutting edge solutions. Whether it is a Cloud Shift or a Cloud First approach basis business needs, IGT works with global business organizations across their Cloud Transformation journey including advisory/planning services, optimization, multi-cloud environment managed services, cloud security management, application modernization/re-architecture strategy, hybrid & digital infrastructures, cloud optimization, cloud computing, IaaS, PaaS, SaaS and more.
To stay future-ready & relevant, the enterprise platforms, solutions and applications must be up-to-date, aligned to organizational objectives, and able to respond quickly to evolving market needs. However, this also means that organizations need to work with partners who understand platform & service management and have experience in delivering solutions & supporting real-time workloads. IGT has 20+ years of enterprise platform experience enabling our clients to deploy, run and modernize their IT landscapes efficiently, quickly, and cost-effectively - platforms supported include Microsoft, AWS, Google Cloud, Oracle, IBM Mainframes (System Z), Salesforce, ServiceNow & Opensource platforms such as OpenStack.
Strategy and Consulting
The digital technologies available today offer multiple opportunities to power sustainable growth by leveraging industry expertise and contextual business knowledge - this can help power solutions to align to the organization's strategic vision & help thrive amidst disruption. As digital strategy consultants to our clients, we help them identify opportunities & support across their digital transformation journey so as to shape & retain their competitive advantage. We collaborate closely with them to assess their industry and current offerings, existing technology ecosystem and gauge their competition, and create strategic solutions, either across the entire business or elements of their business and operating models.
30% improvement in customer engagement via CRM digital transformation & Omni-channel enablement
Customized CRM Covid-19 contact tracing solution to increase efficiencies by over 50%
15% improvement in customer satisfaction scores by re-designing & implementing global airport transit lounge booking solution
Customer Experience Modernization for a National Flagship Carrier
IGT's state-of-the-art CRM helped a leading airline in India resolve 25k+ cases daily and run targeted marketing campaigns and increase its revenue.
Creating Omnichannel CX for Cargo Customers of a leading airline in North America
IGT helped achieve 80% improvement in process efficiency by creating omnichannel customer experience solutions