Introduction
At the heart of Brains Trust's success lies our ability to deliver tailored management and business consulting services. We specialize in providing strategic counsel, optimizing operations, and crafting transformative solutions that empower organizations to not only survive but thrive in the competitive modern environment. Our expertise spans a multitude of industries, allowing us to offer nuanced insights that are both industry-specific and globally applicable.
The cornerstone of our existence is deeply embedded in the triumphs of our clients. Brains Trust adheres to a client-centric approach, recognizing the uniqueness of each organization. We engage in close collaboration with our clients, delving into the intricacies of their businesses to co-create solutions that are not only effective but also sustainable. Our enduring commitment to building lasting partnerships is reflected in the enduring relationships we maintain with our clients.
Consulting Bouquet
At Brains Trust India, we believe that exceptional customer experience is not an outcome—it’s a strategy. Our consulting in this space begins by decoding the voice of the customer through qualitative and quantitative diagnostics, journey mapping, and persona profiling. We help organizations identify experience gaps across touchpoints, channels, and internal processes that influence satisfaction, loyalty, and advocacy. Our unique strength lies in integrating customer empathy with business logic to design service blueprints that are both emotionally engaging and operationally sound.
Where we add significant value is in transforming customer experience from a tactical initiative to a cultural imperative. We work with leadership and frontline teams alike to embed a CX mindset, align systems and KPIs, and drive behavior change across functions. Through training, process redesign, and measurement frameworks, we enable organizations to become truly customer-centric—enhancing retention, driving differentiation, and building lasting brand equity.
Brains Trust India empowers organizations to transition from intuition-led decisions to insight-driven action. Our analytics consulting is grounded in a pragmatic approach that begins with understanding the business problem—not just the data. We help organizations define the right questions, collect and structure relevant data, and apply the most appropriate analytical tools to derive actionable insights. Our interventions range from foundational analytics literacy to advanced decision science models depending on the organization’s maturity.
What makes our analytics consulting impactful is our focus on application. We ensure that insights are translated into decisions, not just dashboards. By building data culture, democratizing analytics, and integrating it into day-to-day operations, we help clients build internal capability, reduce dependency on external analytics teams, and embed data thinking across verticals. The result? Sharper decisions, predictive planning, and measurable performance gains.
Inefficient processes silently erode productivity, morale, and customer satisfaction. At Brains Trust India, our process improvement interventions are designed to help organizations identify bottlenecks, eliminate redundancies, and drive efficiency with purpose. We use proven methodologies like Lean, Six Sigma, and process re-engineering—but always adapted to your organizational context. Our diagnostics combine ground-level mapping with stakeholder interviews and data-backed analytics to uncover root causes, not just symptoms.
Where we truly differentiate is in ensuring adoption and ownership. We co-create solutions with cross-functional teams, ensuring practicality and buy-in. Our interventions not only result in cost savings and cycle time reduction but also build a culture of continuous improvement. Whether it’s improving service delivery, reducing rework, or accelerating time-to-market, we help organizations unlock hidden value through smarter, leaner processes.
At Brains Trust India, we treat business audits not as compliance checks, but as opportunities for strategic introspection. Our comprehensive audit frameworks assess performance across functions—be it operations, HR, customer service, marketing, or finance. We look beyond financial metrics to uncover alignment gaps, inefficiencies, capability issues, and missed growth opportunities. Our audit approach is collaborative, respectful, and insight-rich, often surfacing blind spots that internal teams may overlook.
The real value we bring is in turning findings into focused, actionable roadmaps. We don’t just highlight issues—we co-develop solutions and guide execution. With a sharp balance of strategic thinking and operational detail, our audits empower organizations to make informed decisions, mitigate risks, enhance governance, and unlock potential across departments. Our clients view us not just as auditors—but as catalysts for recalibration and renewal.
Brains Trust India supports organizations in crafting clear, agile, and future-ready strategic plans that align with both ambition and capability. Our process begins with a deep-dive diagnosis—external trend analysis, internal capability review, stakeholder inputs, and opportunity-risk mapping. We facilitate strategic visioning, help define meaningful objectives, and work with leadership to identify strategic choices and focus areas. The emphasis is on making strategy not just aspirational, but actionable.
Our key differentiator lies in implementation alignment. We help organizations translate strategy into structure—through operating models, KPIs, communication plans, and change management support. Whether you’re planning a diversification, digital transformation, or institutional restructuring, we ensure that strategy moves from slides to systems. Our strategic planning interventions equip leadership teams to anticipate the future, respond with agility, and execute with clarity.
Change is no longer an event—it is a constant. At Brains Trust India, we help organizations navigate change with purpose, clarity, and resilience. Our approach begins with understanding the change drivers—be it digital transformation, structural reorganization, leadership shifts, or cultural reinvention. We then assess organizational readiness, identify resistance patterns, and design structured change frameworks that include stakeholder communication, leadership alignment, capability building, and feedback loops.
What sets us apart is our ability to blend strategy with empathy. We don’t just roll out change plans—we enable mindset shifts and behavioral adoption across levels. Whether it’s preparing the top team to lead change or enabling frontline employees to embrace it, we support the human side of transformation. Our change management consulting ensures that organizations not only survive change—but emerge stronger, more aligned, and future-ready.
Retaining customers is no longer just about satisfaction—it’s about designing memorable, consistent, and differentiated experiences that create emotional connection and brand trust. Brains Trust India partners with organizations to develop end-to-end customer retention strategies grounded in behavioral insight, data analytics, and experience mapping. We identify root causes of churn, segment customer journeys, and design interventions that deepen engagement and lifetime value.
Our strength lies in aligning loyalty strategy with operational systems, frontline behavior, and customer feedback loops. From building loyalty programs to creating ‘wow moments’ at key touchpoints, we work across functions to embed customer retention into the organization’s DNA. The result is not just higher retention rates, but stronger customer advocacy, reduced acquisition costs, and a brand community that grows organically.
In today’s talent-driven market, attracting and retaining high-quality talent requires more than competitive salaries—it demands a compelling, authentic, and differentiated Employee Value Proposition (EVP). Brains Trust India helps organizations define, refine, and activate their EVP by deeply understanding what employees seek and what the organization uniquely offers. We translate this into clear messaging, internal alignment, and external communication that resonates with potential and existing employees.
Our consulting doesn’t stop at messaging—we align EVP with culture, employee experience, leadership behaviors, and HR practices to ensure authenticity and consistency. We help organizations become true talent magnets by strengthening their reputation as purpose-driven, growth-oriented, and employee-first employers. The outcome? A stronger employer brand, reduced attrition, better candidate-fit, and increased engagement across the employee lifecycle.
Culture isn’t what hangs on walls—it’s what drives behavior when no one is watching. At Brains Trust India, we partner with organizations to decode, define, and design cultures that align with their strategy, brand, and future goals. Using a blend of diagnostics, focus groups, and behavioral observation, we help identify cultural strengths, misalignments, and areas of drift. From there, we co-create value frameworks, behavioral anchors, and rituals that embed culture into everyday actions.
Our approach goes beyond workshops and vision statements—we work at the intersection of leadership, systems, and people practices to activate culture at all levels. Whether you’re a startup scaling fast, a legacy organization reinventing itself, or a growing enterprise seeking cohesion, we help you institutionalize values that not only inspire—but endure. A strong culture becomes your invisible engine—driving trust, collaboration, innovation, and long-term performance.
Brains Trust Differential
While many firms apply off-the-shelf models, we start with a blank page and a listening ear. Our engagements are rooted in deep discovery—understanding the client’s environment, culture, goals, and constraints—before crafting any solution. This ensures every recommendation is relevant, resonant, and real.
Our exposure to multiple industries—ranging from BFSI, real estate, and pharma to education and logistics—enables us to connect ideas across sectors, bringing fresh perspectives to entrenched problems. At the same time, we honor industry-specific nuances, ensuring grounded, sector-aligned execution.
We don’t just leave you with a strategy deck—we walk with you through execution. Whether it’s implementing a process change, embedding a culture initiative, or driving customer-centricity, we ensure on-ground activation through tools, training, facilitation, and review systems. Our goal is impact, not just insight.
At the heart of our consulting is a strong focus on people. We blend business logic with human insight—engaging stakeholders, building buy-in, and enabling behavioral shifts. Our empathy-led methodology ensures change is not imposed, but embraced—leading to sustainable transformation.
We combine our consulting with learning, facilitation, analytics, and research capabilities. This allows us to deliver 360-degree solutions—e.g., linking a strategy recommendation to a training journey or embedding a new culture framework through capability-building interventions.
Unlike large consulting firms that often operate with rigidity, we are agile and responsive. We adapt swiftly to feedback, adjust in real time, and co-create solutions with client teams. Our clients see us as thinking partners—not external advisors.
We operate with integrity, discretion, and a long-view perspective. Our goal is not a short-term engagement, but a sustained relationship where we grow with the client. Many of our consulting partnerships span years—testimony to the trust we build.
Glimpse Used Cases
Client
A leading Mumbai-based real estate developer specializing in premium residential projects.
Problem:
Despite delivering high-quality housing, the client faced declining Net Promoter Scores (NPS) and inconsistent customer feedback—especially during the post-sales and possession stages. Customers cited lack of communication, confusion during documentation, and delays in issue resolution.
Intervention:
Brains Trust India conducted a comprehensive CX audit across pre-sales, sales, and post-sales touchpoints. We facilitated journey mapping workshops with internal teams, conducted customer empathy interviews, and identified key service breakdowns. A new customer experience blueprint was developed—defining service standards, communication protocols, and escalation workflows. We trained front-line teams in empathy-driven interactions and set up a CX metrics dashboard.
Impact:
Within six months, NPS improved by 24 points. Customer complaint resolution time reduced by 40%, and post-possession satisfaction scores went up significantly. The client also saw a 15% increase in referral-based inquiries in the following sales cycle.
Client:
A regional non-banking financial services (NBFC) firm with a large retail customer base.
Problem:
The company was experiencing high customer churn, especially among digitally savvy customers. Customer service calls were increasing, yet satisfaction scores were dropping. The CX team lacked visibility into root causes.
Intervention:
Brains Trust India deployed a CX analytics framework to assess customer interaction data across channels—calls, app usage, feedback forms, and branch visits. We identified friction points in the digital onboarding process and lack of resolution ownership across service teams. Our intervention involved restructuring the CX governance model, redesigning digital journeys for clarity and ease, and implementing a Voice of Customer (VoC) loop to continuously capture insights.
Impact:
Churn reduced by 18% within two quarters. Customer support call volumes dropped by 30% due to improved self-service tools and clearer digital communication. The redesigned onboarding experience led to a 40% increase in completed digital applications within the first month of launch.
Client:
A premium Indian fashion retail brand operating across metros with a high-net-worth customer base.
Problem:
The client had invested heavily in branding but lacked a distinct, consistent in-store experience. Store managers had differing interpretations of service excellence, leading to uneven customer experiences and missed upsell opportunities.
Intervention:
Brains Trust India conducted mystery shopping and customer persona analysis to define expectations. We worked closely with leadership to create a Brand-aligned Customer Experience Framework—articulating the desired emotional and service experience. A CX playbook was developed, along with immersive experiential training for store managers and front-line staff across locations.
Impact:
Post-intervention audits showed a 35% improvement in service consistency scores across stores. Upselling success rates improved by 22%, and repeat customer visits increased. The client was able to confidently position itself as a service-led premium brand, differentiating itself from competitors in a crowded market.
Client
A mid-sized consumer electronics company with a pan-India distribution network.
Problem
The company relied on intuition and historical trends for sales forecasting, resulting in frequent stock-outs in high-demand zones and overstocking in others. There was no structured analytics capability within the sales function.
Intervention:
Brains Trust India conducted a data maturity assessment and helped establish a centralized sales analytics function. We integrated historical sales data, seasonal variables, and regional trends to build a predictive sales model. We also trained the sales leadership on interpreting dashboards and planning inventory based on demand patterns and profitability insights.
Impact:
Forecast accuracy improved by over 35%, leading to a 22% reduction in stock-outs and a 17% increase in regional sales effectiveness. The company saved ₹1.2 crore in inventory holding costs within the first two quarters post-implementation.
Client:
A private-sector life insurance provider with a wide product portfolio.
Problem:
Despite extensive marketing spend, the client was struggling with poor conversion ratios and low ROI on campaigns. They lacked clarity on which segments to target and how to personalize their outreach.
Intervention:
Brains Trust India conducted a data audit and led a customer segmentation exercise using demographic, behavioral, and transaction data. We built customer personas and designed segment-wise communication strategies. A campaign performance dashboard was introduced to track effectiveness, and A/B testing was deployed across messaging variants.
Impact:
Marketing ROI improved by 31% within the first quarter. Lead-to-policy conversion rate improved by 18%, and campaign costs reduced due to smarter targeting. The client adopted our segmentation framework as part of their enterprise-wide CRM strategy.
Client:
A large pharmaceutical manufacturing company with over 4,000 employees across India.
Problem:
The HR team lacked visibility into key metrics such as attrition drivers, employee engagement trends, and productivity by function. Decision-making remained gut-driven, and HR reporting was fragmented.
Intervention:
Brains Trust India partnered with the HR leadership to design and implement a strategic HR analytics dashboard. We consolidated data from HRMS, PMS, and employee surveys to generate insights on attrition patterns, hiring effectiveness, and engagement scores. We also conducted workshops to build internal data interpretation skills among HRBPs.
Impact:
The company saw a 25% reduction in attrition in key talent segments, faster hiring cycles in high-turnover roles, and improved alignment of HR initiatives with business needs. HR’s credibility as a strategic partner strengthened significantly.
Client:
A national third-party logistics (3PL) provider servicing FMCG and pharmaceutical clients.
Problem:
The company was experiencing escalating costs and delayed deliveries due to fragmented workflows, manual scheduling, and siloed operations across regions. Client satisfaction and SLA adherence had dropped significantly.
Intervention:
Brains Trust India conducted a detailed process diagnostic using time-motion studies, workflow mapping, and cross-functional interviews. We identified key inefficiencies in route planning, inter-departmental coordination, and escalation handling. Our team redesigned the core logistics workflow, automated load allocation using historical data, and implemented a unified SOP across all hubs. Training sessions were conducted to enable adoption of new protocols.
Impact:
Turnaround time (TAT) improved by 28%, operational costs dropped by 18%, and SLA compliance increased from 74% to 91% in four months. The company also saw a 22% reduction in customer complaints, boosting client retention rates.
Client:
A medium-sized precision engineering company supplying parts to the automotive sector.
Problem:
The company faced frequent rework, production delays, and wastage on the shop floor, leading to missed delivery deadlines and dissatisfied clients. There were no formalized lean practices or structured process controls.
Intervention:
Brains Trust India introduced Lean manufacturing principles through a pilot improvement initiative. We mapped the value stream, identified non-value-added activities, and restructured the workflow layout. A visual management system was implemented, along with daily production monitoring dashboards. Line leaders were trained on root-cause analysis (RCA), problem-solving, and quality checkpoints.
Impact:
Rework reduced by 40%, on-time delivery improved by 30%, and material waste dropped by 20%. The client reported a ₹38 lakh saving in operational costs within the first year and was able to expand business with their top OEM client.
Client:
A reputed real estate developer with multiple residential and commercial projects across India.
Problem:
The client’s sales cycle was inconsistent, with long lead conversion times, data duplication across CRM systems, and poor coordination between marketing, telesales, and site visit teams. As a result, conversion ratios and campaign ROI were declining.
Intervention:
Brains Trust India conducted a process maturity assessment and redesigned the lead-to-sale pipeline. We introduced standard operating procedures (SOPs) for each stage of the sales journey, integrated CRM touchpoints, and implemented an escalation matrix for delayed leads. Weekly review templates and dashboards were introduced to improve visibility and accountability across teams.
Impact:
Lead response time reduced from 72 hours to under 24 hours. Conversion ratio improved by 19%, and coordination across functions became seamless. Marketing campaigns saw better ROI due to improved feedback loops and lead tracking, with a 25% drop in cost-per-conversion.
Client:
A well-established textile manufacturing and export firm based in Gujarat with operations across production, design, and global sales.
Problem:
Despite strong market demand, profitability was stagnating. The leadership lacked visibility into operational leakages, margin drivers, and cross-functional accountability. Internal controls existed but were outdated and inconsistently applied.
Intervention:
Brains Trust India conducted a full-spectrum business audit covering operations, procurement, finance, and workforce utilization. Through stakeholder interviews, process mapping, and data analysis, we identified inefficiencies in vendor selection, high scrap rates, and a lack of integrated cost tracking. We provided a structured audit report with risk exposure, inefficiency hotspots, and a prioritized improvement roadmap.
Impact:
The company was able to reduce production-related losses by 16%, renegotiate better terms with key suppliers, and introduce a new cost center model that improved budget ownership across departments. Gross margins improved by 9% in the following two quarters.
Client:
A mid-size consumer goods company with national distribution of packaged food products.
Problem:
Sales were growing, but profitability remained under pressure due to high channel costs, unclear performance benchmarks, and limited visibility into distributor ROI. Leadership needed an objective review to recalibrate the sales engine.
Intervention:
Brains Trust India conducted a focused audit of the sales and distribution function. We analyzed channel-wise performance, trade spends, secondary sales data, and credit cycles. Sales processes were benchmarked against best practices, and distributor management protocols were reviewed. A performance dashboard and a territory-level profitability model were developed.
Impact:
rade spend efficiency improved by 21%, non-performing distributors were replaced, and average territory-level contribution rose by 14%. The company restructured its incentive program and was able to channel marketing investments more effectively.
Client:
A mid-sized pharmaceutical company with over 1,000 employees across India.
Problem:
Following a leadership transition, the company experienced cultural dissonance. The earlier leadership was paternalistic and relationship-driven; the new management introduced a more aggressive, KPI-driven style. This led to employee resistance, increased attrition, and growing distrust between leadership and teams.
Intervention:
Brains Trust India conducted a Culture Health Assessment through focus groups, anonymous surveys, and leadership interviews. We identified key fault lines—such as lack of psychological safety, poor interdepartmental collaboration, and perception of eroded values. We co-created a Culture Reset Framework with leadership, which included rearticulation of core values, creation of behavior anchors, and a leadership development initiative to drive cultural alignment. Cultural ambassadors were appointed to role-model the new behaviors.
Impact:
Within six months, employee engagement scores improved by 27%, voluntary attrition dropped by 18%, and cross-functional collaboration increased, as reflected in joint project outputs. The new culture narrative helped unify the organization, bridging the gap between legacy and modern leadership styles.
Client:
A regional financial services company offering micro-lending and retail finance solutions.
Problem:
While the company had built a robust operational backbone, it lacked a consistent customer-first mindset. Internal processes were rigid, employees were task-focused, and there was a disconnect between stated customer values and actual service behavior on the ground.
Intervention:
Brains Trust India launched a Customer-Centric Culture Transformation Project, starting with a diagnostic to assess cultural gaps. We helped leadership define what customer-centricity should “look like” in everyday behaviors across roles. Key levers like service rituals, feedback loops, and recognition frameworks were redesigned. We also ran experience immersion labs for frontline and back-office staff to internalize customer impact. A culture scorecard was introduced to track adoption.
Impact:
Customer satisfaction scores increased by 19%, first-time issue resolution improved by 35%, and frontline staff reported stronger alignment with customer goals. Internally, the cultural shift fostered pride and accountability, contributing to higher team morale and a boost in internal NPS.
Client:
A logistics and warehousing company formed by the merger of two regional players.
Problem:
Post-merger, the two organizations struggled with conflicting cultures—one was highly process-oriented and hierarchical; the other, entrepreneurial and informal. The result was internal politics, communication breakdowns, and low trust levels across merged teams.
Intervention:
Brains Trust India conducted a Culture Integration Mapping Exercise, identifying the core cultural traits of both legacy firms. We facilitated integration workshops with leadership to define shared values and a unifying purpose. A set of new cultural behaviors were created, supported by internal communication campaigns, aligned policies, and leader-led storytelling. We embedded culture checkpoints in onboarding, performance reviews, and leadership dialogues.
Impact:
Cross-entity collaboration improved, internal conflict incidents reduced by 40%, and employee satisfaction surveys reflected a 22% improvement in perceptions of fairness and trust. The cultural integration accelerated post-merger synergy, enabling smoother operational alignment and a successful joint go-to-market strategy.
Client:
One of India’s top tyre manufacturing companies with a national footprint, multiple plants, and a global export base.
Problem:
Despite consistent demand and capacity expansion, the company faced escalating operational costs, delayed order fulfillment, and growing inter-departmental friction. Core manufacturing and supply chain systems—particularly production planning, inventory management, and order processing—were operating in silos with legacy practices. There were inconsistencies in process execution, and the leadership lacked visibility into systemic inefficiencies. Employee feedback also revealed growing frustration over duplication of effort and unclear ownership across processes.
Intervention:
Brains Trust India was engaged to conduct a comprehensive Systems Audit and Process Improvement Initiative. The assignment began with a multi-layered diagnostic that included process walkthroughs, system mapping, time-motion studies, and stakeholder interviews across functions—production, procurement, dispatch, quality, and finance. Key inefficiencies were identified in areas such as material planning, inventory controls, plant scheduling, and documentation workflows. Brains Trust restructured key processes using lean principles and introduced SOPs with clear handoffs, defined KPIs, and digitization points. Change enablement workshops were conducted to align teams and build process discipline.
Impact:
Cycle time from production to dispatch reduced by 21%, and inventory holding costs dropped by 17% through better planning and real-time tracking. The number of inter-departmental escalations fell by 30%, and system usage compliance improved significantly across plants. By creating process clarity and streamlining execution, the company experienced improved plant productivity, higher internal alignment, and better service levels to dealers and distributors. The initiative also laid the foundation for a future ERP optimization roadmap.
Client:
A renowned architecture and interior design company with offices across major Indian metros, known for high-end commercial and residential projects.
Problem:
As the firm scaled operations and expanded project portfolios, it began facing internal friction and delivery delays due to lack of standardized workflows. Teams across design, project management, procurement, and finance were working in silos with varying expectations and inconsistent communication. Internal handovers were unstructured, accountability was blurred, and dependencies were poorly managed—leading to missed deadlines and client dissatisfaction. The leadership recognized the need for process discipline and greater internal customer-centricity to enable seamless project execution.
Intervention:
Brains Trust India was brought in to conduct a Process Improvement and Culture Alignment Initiative. We began with a deep-dive diagnostic involving workflow mapping, stakeholder interviews, and project lifecycle audits. The core insight revealed that each function was focused on its own efficiency without considering downstream impact. We facilitated collaborative workshops to reframe each function’s role in terms of “internal customers.” We redesigned the end-to-end project delivery process, instituted cross-functional SOPs, defined service-level expectations (TATs, handover formats, approvals), and introduced internal SLAs. A visual RACI matrix was created for key workflows, and managers were coached on driving accountability without friction.
Impact:
The firm experienced a 28% improvement in internal TAT compliance, significantly reduced rework, and faster project closure cycles. Interdepartmental escalations decreased, and team feedback reflected greater clarity, mutual respect, and ownership. With well-documented SOPs and a shared mindset of serving “internal clients,” the organization built process maturity while preserving its creative agility. Client satisfaction scores also improved as projects moved more predictably from concept to completion.
Client:
A leading full-service advertising agency managing the national brand campaign for a prominent automobile manufacturer in the hatchback segment.
Problem:
The agency had commissioned a large-scale consumer research project across urban and semi-urban India to assess brand perceptions, feature preferences, and purchase triggers for its client’s new hatchback model. While the data had been collected successfully—comprising both quantitative surveys and qualitative feedback—the agency lacked the internal analytics capability to distill meaningful insights, identify patterns, or translate findings into creative strategy. They needed a consulting partner to interpret the data rigorously and connect it to actionable marketing decisions.
Intervention:
Brains Trust India was engaged to lead the analytics interpretation and insight extraction process. We began by cleaning and structuring the data across multiple formats and sources. Using statistical tools and segmentation analysis, we identified key drivers of consumer choice, mapped brand recall across demographics, and benchmarked the hatchback model against competing brands on multiple emotional and functional dimensions. We further layered in sentiment analysis from qualitative interviews to create nuanced consumer personas and psychographic profiles. The findings were synthesized into a brand insight dashboard, along with a narrative framework for the campaign development team.
Impact:
The insights helped the agency reposition the campaign from “practical and affordable” to “aspirational yet attainable,” targeting a younger audience seeking first-time car ownership with style. Key messaging pillars around fuel efficiency, smart tech features, and urban mobility were refined based on data-backed preferences. The campaign achieved significantly higher engagement rates post-launch, and the brand reported a 13% lift in top-of-mind recall within the target segments over two quarters. The success also led the agency to integrate Brains Trust India as a recurring insights partner for future automotive briefs.
Client:
A leading luxury real estate developer in Pune, known for high-end residential and mixed-use projects catering to the upper-middle and affluent customer segments.
Problem:
Despite strong product quality and premium positioning, the developer faced inconsistent customer feedback during post-booking and possession stages. Leadership suspected that customer touchpoints—especially during documentation, construction updates, and handovers—were effort-intensive and emotionally disconnected. However, there was no structured mechanism to measure Customer Effort Score (CES) or Customer Satisfaction Index (CSI), and existing processes lacked standardized SOPs for customer-facing interactions.
Intervention:
Brains Trust India conducted a comprehensive customer experience audit through qualitative interviews, quantitative surveys, and on-ground observations. We mapped the entire customer journey—from booking to possession—identifying key friction points and experience breakdowns. A CES and CSI framework was developed and deployed across current customers and recent handovers to quantify perceived effort and satisfaction. Based on the findings, we facilitated stakeholder workshops and co-created customer-facing SOPs for key functions including CRM, site sales, construction updates, and handover protocols. The SOPs embedded empathy-driven language, response TATs, escalation paths, and service checklists.
Impact:
The newly introduced CES and CSI tools provided a structured feedback mechanism that helped the client track customer sentiment at every critical milestone. The CES scores improved by 32%, and CSI saw a 25% increase over the next two project cycles. With standardized, customer-friendly SOPs in place, customer complaints reduced, handover delays decreased, and brand referrals increased. The project also led to the creation of a Customer Experience Charter, now used across the organization as a reference point for all client interactions, helping the developer strengthen both trust and premium positioning.
Client:
A leading pharmaceutical company with a pan-India field force and a diverse portfolio spanning chronic and acute therapeutic segments.
Problem:
The company’s sales performance was being tracked using outdated, volume-driven metrics that did not reflect market dynamics, territory potential, or the evolving role of medical representatives (MRs). Incentives were misaligned with desired behaviors, such as relationship-building, doctor conversion quality, and new product adoption. Field force morale was dipping due to perceived unfairness in performance evaluation, and leadership lacked actionable data to manage productivity and capability gaps effectively.
Intervention:
Brains Trust India was brought in to redefine the sales metrics framework. We began with a sales effectiveness diagnostic that included data analysis across regions, shadowing MRs, and interviewing sales managers, product teams, and business heads. We benchmarked best practices in pharma performance measurement and designed a balanced sales scorecard that included quantitative KPIs (e.g., call productivity, conversion rate, Rx lift, secondary sales) and qualitative dimensions (e.g., territory coverage quality, new product traction, relationship depth). We also introduced role-specific metrics for first-line managers (FLMs) to ensure accountability for coaching and field execution.
Impact:
The new metrics framework created greater transparency, fairness, and alignment between effort and reward. Sales managers reported improved visibility into field performance and skill gaps, enabling more targeted interventions. Within two quarters, the company saw a 14% improvement in new product uptake, better territory penetration in underperforming zones, and a 21% increase in field force engagement scores. The framework was subsequently integrated into the CRM system and adopted across all business units as the foundation for performance evaluation and incentive design.
Client:
A leading Indian hospitality group with a portfolio of upscale hotels and resorts across key urban and leisure destinations.
Problem:
As the brand expanded into new geographies and diversified into wellness, experiential travel, and sustainable operations, its legacy Vision and Mission statements began to feel outdated and disconnected from its evolved identity. Internal stakeholders—across operations, marketing, and HR—struggled to align their efforts around a common direction, and customer-facing teams lacked a unifying narrative to articulate the brand’s purpose. Leadership recognized the need to revisit and redefine the organization’s core identity in a way that was future-ready yet rooted in its service philosophy.
Intervention:
Brains Trust India was engaged to lead a Vision-Mission Redefinition Exercise. We began with a discovery phase involving leadership interviews, employee listening sessions, and competitor benchmarking to understand brand perception, values, and strategic intent. We facilitated a series of co-creation workshops across verticals to articulate the brand’s essence, differentiators, and future aspirations. Using structured frameworks and storytelling exercises, we helped refine the Vision (aspirational future) and Mission (daily promise and purpose), ensuring they were clear, authentic, and emotionally resonant. We also worked closely with the internal communication team to craft narratives and visual representations of the new statements.
Impact:
The new Vision and Mission statements were rolled out across properties, digital channels, and onboarding programs. Leadership reported stronger strategic alignment, while employees expressed a renewed sense of purpose and clarity. Guest-facing teams began referencing the brand promise more confidently, strengthening service delivery. The redefined statements now serve as the compass for decision-making, brand expression, and organizational culture, helping the company move forward with unity and intention.
Client:
A well-established overseas manpower consulting firm with operations in India and the Middle East, specializing in skilled and semi-skilled placements across sectors like construction, healthcare, oil & gas, and hospitality.
Problem:
As the organization scaled rapidly to meet growing international demand, it faced growing internal inefficiencies. Operations were heavily reliant on individual expertise rather than standardized systems. There were no clearly defined workflows for key functions such as candidate onboarding, documentation, client coordination, or compliance tracking. Departments functioned in silos, leading to miscommunication, process duplication, delays, and increased error rates. Leadership recognized the need for a comprehensive, organization-wide intervention to professionalize operations and prepare for global expansion.
Intervention:
Brains Trust India was engaged to lead a 360-degree systems and process transformation project. We began with a full-spectrum organizational audit—mapping every function from candidate sourcing and client acquisition to visa processing and deployment. Using workshops and stakeholder interviews, we co-defined core workflows and decision points. This was followed by the design of functional SOPs across recruitment, sales, HR, legal, and finance functions. We created process documentation, RACI matrices, escalation protocols, and checklists. A system integration plan was drafted to link manual and digital processes for tracking and efficiency. Resource alignment was achieved through role redefinition and process ownership assignments.
Impact:
The engagement resulted in a fully standardized operating model across offices, reducing operational ambiguity and strengthening compliance. Turnaround time from sourcing to deployment was reduced by 24%, and internal coordination improved significantly. Teams gained clarity on responsibilities, and the organization became process-driven instead of people-dependent. This enabled the leadership to delegate more effectively, scale operations confidently, and position the company for accreditation and global partnership opportunities. The SOPs and system maps now form the backbone of onboarding, audits, and performance reviews.
Client:
A leading Indian garment manufacturer and retailer with a strong presence in both domestic and export markets, offering men’s and women’s fashion across multiple categories and formats.
Problem:
While the company had a strong product and design capability, it faced persistent issues in production planning, merchandising coordination, and order fulfillment. Internal teams—design, production, supply chain, and retail—worked in functional silos, with poor communication and undefined handover protocols. Frequent internal misalignment led to production delays, inventory mismatches, and lost sales opportunities. Leadership recognized the need for process standardization and cultural transformation to strengthen internal collaboration and responsiveness.
Intervention:
Brains Trust India was brought in to lead a comprehensive process improvement initiative with a focus on enhancing internal customer-centricity. We began with a functional workflow audit, mapping how internal teams interacted at key value-chain junctions—design to merchandising, production to warehousing, and retail to planning. Using diagnostic interviews, data analysis, and pain-point mapping, we identified process bottlenecks and communication gaps. SOPs were designed for inter-departmental coordination, defining clear roles, handoffs, timelines, and service expectations. We introduced the concept of “internal customer service” through customized workshops, helping teams view each other as value-chain partners rather than isolated functions.
Impact:
Process compliance and efficiency improved across planning, production, and retail support functions. Internal turnaround times (TATs) for design approvals, production schedules, and store replenishments reduced by an average of 26%. Inter-team escalations dropped, and internal satisfaction (measured via post-project surveys) rose significantly. The organization developed a stronger sense of cross-functional ownership, resulting in smoother season rollouts, better stock alignment, and faster response to market demand. The new SOPs and service mindset are now embedded into onboarding and functional reviews, laying the groundwork for scale and agility.
Client:
A large third-party logistics (3PL) provider with pan-India operations, servicing clients in retail, FMCG, pharmaceuticals, and e-commerce with warehousing, distribution, and freight solutions.
Problem:
As operations scaled rapidly across locations, the organization faced growing inefficiencies in coordination between core teams—warehouse operations, transport, customer service, and billing. Service commitments were often missed due to unclear ownership, informal workflows, and fragmented communication. Internal delays in documentation, handovers, and escalations resulted in poor client experience and frequent cost overruns. Leadership recognized the urgent need for process discipline, cross-functional collaboration, and internal customer orientation.
Intervention:
Brains Trust India was engaged to lead a Process Improvement and Internal Alignment Project. We began by conducting a diagnostic of key value chain processes—order receipt to dispatch, inventory reconciliation to billing closure—across key distribution centers. Using workflow audits, root-cause analysis, and stakeholder interviews, we identified systemic inefficiencies, redundant steps, and missing SOPs. We then co-developed standardized operating procedures (SOPs) for cross-functional workflows, with clearly defined inputs, outputs, ownership, TATs, and escalation protocols. To embed a mindset of internal customer centricity, we ran function-specific workshops to help teams see how their performance impacted downstream colleagues, creating a service mindset within operations.
Impact:
The initiative led to a 32% reduction in process turnaround times across key functions such as order dispatch, invoice generation, and delivery reconciliation. Coordination between warehouse and transport teams improved significantly, reducing internal escalations and missed timelines. Internal NPS (Net Promoter Score) scores—used to measure inter-departmental service quality—showed a notable uptick. The organization not only achieved greater operational efficiency and cost control but also strengthened internal accountability and service orientation, directly improving end-customer experience and contract renewal rates.
Client:
A fast-growing, venture-backed online poker platform catering to a rapidly expanding user base across India and select international markets.
Problem:
As the platform scaled, it struggled to personalize user experience effectively. While data was being collected across transactions, game behavior, and support interactions, there was no structured approach to customer classification or segmentation. All users were treated uniformly—resulting in missed cross-sell opportunities, ineffective loyalty programs, and inconsistent player retention strategies. Additionally, customer-facing functions such as onboarding, grievance handling, and loyalty support lacked formalized SOPs, leading to inconsistent service quality and delayed resolution.
Intervention:
Brains Trust India led a data-driven customer classification and process design initiative. We began by auditing and organizing existing user data—demographics, gameplay frequency, transaction value, engagement behavior, and customer service history. Using clustering techniques and behavioral segmentation, we created a robust Customer Classification Framework, categorizing users into defined personas (e.g., casual players, high-value spenders, competitive pros, churn risks). We then worked with the marketing and CX teams to map customized service strategies for each segment—ranging from targeted bonuses and communication to differentiated support pathways. In parallel, we designed and implemented SOPs for customer-facing functions, defining resolution TATs, escalation matrices, and service protocols based on customer tier.
Impact:
The classification model enabled the platform to launch personalized engagement strategies that resulted in a 22% increase in active player retention, a 17% lift in average player revenue, and significantly improved responsiveness to high-value players. The newly introduced SOPs brought consistency and accountability into customer interactions, reducing resolution time by 36% and improving player satisfaction ratings. The platform now has a scalable, analytics-backed service infrastructure that supports growth while delivering differentiated user experiences.
Client:
A top-tier telecom operator with millions of prepaid and postpaid customers across urban and semi-urban markets in India.
Problem:
The client was experiencing a significant increase in customer churn, particularly in the prepaid segment. Traditional retention campaigns based on general offers and bulk messaging were proving ineffective. While customer data was available across usage, recharge behavior, service complaints, and app interactions, it wasn’t being leveraged to predict churn or profile high-risk segments. The business needed a solution to proactively identify customers at risk of leaving and to design targeted interventions.
Intervention:
Brains Trust India was engaged to design and deploy a Churn Analytics Model. We began by consolidating data across key customer touchpoints: recharge frequency, call drops, port-out requests, app usage, support tickets, and competitor port-in analysis. Using machine learning algorithms and logistic regression, we built a predictive model that assigned churn probability scores to customers based on behavioral indicators. We then conducted customer profiling—grouping at-risk users into behavioral cohorts such as price-sensitive switchers, low-engagement drifters, and high-complaint deflectors. These profiles informed segment-specific retention strategies, from targeted offers to personalized outreach.
Impact:
The churn model achieved an accuracy rate of over 85%, enabling early identification of customers at high risk of defection. Targeted retention interventions based on the model reduced churn by 19% over the next two quarters, while improving ROI on retention campaigns by over 30%. The profiling framework is now embedded in the client’s CRM system, powering ongoing segmentation, loyalty strategy, and customer value enhancement efforts. The project also helped shift the organization from a reactive to a proactive, data-driven approach to customer retention.