Hyderabad: Prione Business Services Pvt. Ltd. (Prione), a joint venture between Catamaran and Amazon, won the Recognition for Active Customer Engagement at the ‘Confederation of Indian Industry (CII) Award for Customer Obsession, 2020’ ceremony. Prione has won this award for the second consecutive year. The results were announced at the virtual event hosted by CII. The award was distributed by Ms. Leena Nandan, Secretary, Department of Consumer Affairs. This award recognizes customer centric organizations, where the customer is at the centre of all that they do.

Established in 2016 by CII, this award was created to promote a Customer Obsession Culture among Indian Industry. Based on the requirements of the “CII IQ Excellence Framework (Framework) for Managing Customer Experience”, it encompasses 7 categories which are further elaborated through 6 sub categories based on two broad dimensions: Processes and Results. The programme also helps organizations understand the various elements that can help them deliver superior customer experience, across the value chain, at all stages of the customer life cycle: emotional, rational or physical.

Speaking on the win, Sandeep Varaganti, MD and CEO, Prione, said, “At Prione, customer obsession forms the core of everything we do and how we do it. We always start with the customer and work backwards. The past year, especially considering the impact made by the pandemic, offered us several opportunities to enable and empower small and medium businesses in India’s fast-growing digital economy. We are happy that we have been able to continue our commitment to ensure customer service excellence and play a big role in accelerating the digital transformation journeys of SMBs. As an organisation consisting of highly motivated teams, we take pride in receiving this award by CII again which further validates our customer obsession as we strive to keep pushing the bounds with customer delight.”

The applicability of the award was assessed based on size, sector, business model, products & services offered and other relevant information including strategic advantages and challenges. A comprehensive, rigorous assessment process was designed in line with internationally practiced assessment processes. The assessment process involved submitting a detailed application document as per the Model Criteria. Based on the outcome of the macro level assessment clearance, an onsite assessment was carried out to further assess the maturity of practices and performance, in line with the requirements of the Framework.