Real Champions sweat
Anuj Bhalla, is the CEO and founder of ServiceMob a company that helps to eliminate the poor data problem in the customer service industry. With an experience of over 40 years in the customer base industry he has created the perfect solution for offer seamless solutions to the users.
Founder Anuj Bhalla and Co-founder Marcel Bareera speak about their journey
ServiceMob is a startup based in Southern California. The main aim of the company is to fix the various inefficiencies that are caused while accessing and interacting with different companies. After both Anuj and co-founder Marcel worked in the customer service industry for a combined 40 years, they understood that most modern customers were frustrated by the services provided by most companies.
The main issues where from a common root that was poor and unreliable data assets that hampered the customer service industry.
They found that the only way to eradicate this problem was to reduce the waiting time, use helpful chatbots, and understand the client’s requirements.
That is when serviceMob emerged from MIT. A company built with their combined efforts and with the aid of AI and blockchain technology. They came up with a single reliable analytics solution that helped with the different critical functions in the customer service ecosystem. The system helped with everything from enterprise performance to all the services in-between.
They speak about their inspiration
When Mr. Bhalla was asked where he drew his inspiration from, he answered by saying that: Growing up on the East Coast to immigrant parents, he has to earn love and value by hard work. He also added that his family came to America from India with almost no wealth and many family members relying on them for their success. He grew up with the value that he needs to give back to the community. That type of service leadership helped him overcome all the hurdles in his career.
How Mr. Bhalla and Barrera hope to inspire others
To this question, they replied by saying that the world is shifting towards a service-dominant industry. This is the main reason for providing better services to the customers. The main reason they started the company was that the current service system was frustrating and lacked transparency. So, he came up with a model that could make a difference and keep the customers contented.
The part of his job that he loves the most
He answered this question by saying that “ I love that I can tell a business something about their service operation that they didn’t know yesterday.” He loves that he can change the trajectory of managing the workforce to help improve the customer experience. These insights were a game changer that helped create a better and stronger environment that brought better outcomes.
Mr. Bhalla elaborates about the birth of his story, personal brand, business, or project.
As a consultant, he worked with some of the biggest and most established companies that helped improve the service operations. As the different companies were getting digitized, he saw some untapped potential—both from the operational workforce and customers’ voices.
Especially in his time at MIT, he became opposed to the data problem in customer service. He understood that what companies needed was continuous intelligence on their operations. But unfortunately, the poor data assets and the disparate systems prevented the constant intelligence. That is how he got motivated to set up serviceMob.
Mr. Bhalla explains his brand in one word.
When we asked him how he would describe his company in one word, he explained that he would use one word, which was Efficacy.
As the word’s true meaning is “the ability to produce a desired or intended result,” he said his company’s primary goal is to help clients achieve as an organization. Their main aim is not just to offer customer satisfaction but also to ensure productivity and collectivity.
These services help with better customer satisfaction: better brand promotion and a better and longer economic relationship with recent and existing customers.
What sets serviceMob apart from their competitors
According to Mr. Bhalla, one of the main aspects of his business that sets them apart is their expertise in technology. One of the main reasons they understand their customers is their pain. They thus work to embed that understanding and empathy in the products that help them succeed.
Mr. Bhalla’s vision for the next five years
He feels that better customer service data properties can help create the next wave of progress. According to him, the industry is hindered by poor data properties and outcomes.
It is about ineffective chatbots, unaware service providers, and getting routed by the wrong department on the consumer’s side. From the operations side, poor data predictability, lack of visibility, ineffective end-to-end communication.
Poor customer service is leading to suboptimal service. That is why he envisions data to produce a better foundation. Something that will be better, stronger, and faster.
serviceMob has had various achievements over the years. Here are some of the most significant ones.
- serviceMob was part of the MuckerLab Accelerator and backed by Mucker Capital
- Member of the Stanford StartX Accelerator
- Supported by the MIT Sandbox Innovation Fund
- Winner of the 2019 ISG Startup Challenge
- Winner (1st Place) in the 2019 UCSD Ignite Competition
Links to social media
Links to previous publications
Mr. Bhalla shares 5 top tips to become successful in their industry.
- Investing in integrating systems, channels, and processes to produce an excellent analytic layer to enable transformation and continuous improvement in your operation.
- Always have a pulse on what your customers are telling and what’s important to them, Against an analytic layer,
- Designing metrics that reflect your customers’ priorities as a critical measure of your operational success
- Using analytics, uncover relationships that give an insight into how specific customer experiences in any channel affect key business measures (Sales, Churn Reduction, OpEx Reduction, etc.)
- Leveraging these insights to enable transformation in the business to drive optimal results