CRM

EFFECT,CHALLENGES and CHANGES BY SERVICE

SEECTOR COMPANIES DUE TO COVID

SAKSHI SHARDA
20192341
 EFFECT OF COVID 19 ON SERVICE SECTOR
•  From call centres to hotels to airlines, India’s key services industries have come to a standstill during
the coronavirus outbreak, dragging the economy into possibly its worst recession on record.
• Businesses providing services of everything from technology to travel and trade were the first to be
hit when the government took unprecedented steps to lock down a nation of 1.3 billion people to stem
the pandemic’s spread.
• Services emerged as the key employment growth engine before the crisis hit, with the sector even
outperforming agriculture and industrial expansion when the economy was slowing last year. The
lockdown though has forced businesses offering services like ride-hailing, food delivery, hotel
bookings and real estate to cut jobs in recent weeks. About 122 million people were out of jobs in
April alone, according to estimates by the Center for Monitoring Indian Economy Pvt.
• With economic output set to fall enormously in the first half of 2020, it is clear that the recovery to
pre-COVID-19 levels of GDP is going to be very slow,
 CHALLENGES FACED BY SERVICE SECTOR

The task is uniquely challenging for industries that rely heavily on in-person interaction, including
a wide swath of sectors from banking and insurance to hospitality, telecommunications, and
industrial services.
• Physical distancing, reduction of nonessential operations, and limited contact are fundamental in
protecting human health—and raise fundamental challenges about how these organizations can
continue to reach customers and meet their expectations.
 NEW CHANGES ADOPTED

• Organizations are responding quickly. Several near-term actions are especially important to
safeguard lives, support work-from-home (WFH) measures, and manage service expectations
from both customers and partners. These practical steps are crucial for near-term effectiveness
and the minimization of distribution in operations.
• Largest software exporter TCS's Chief Executive and Managing Director Rajesh Gopinathan
explained that over the decades, IT companies' model was based on employees trooping-in to
cubicles often in specially erected or hired campuses for work, but the lockdown resulted in a
quick shift to the WFH model.
 WHAT SERVICE ORGANIZATIONS SHOULD
DO NOW
• Protect your people and customers
• Stabilize a suddenly virtual workforce
• Manage service-level expectations and contracts
• Rapidly assess demand and match supply
• Enhance the virtual workforce
• Begin the digital scale-up to the next normal
THANK
YOU