Mayen - Company of the Year - Business or Professional Services

Company: Mayen, Istanbul, Turkey
Entry Submitted By: Business Awards Consulting
Company Description: Mayen is a customer service point providing services for more than 15 years to corporate brands through all channels that their end customers can reach them. Mayen has become the fastest growing organization in Turkey for the last 7 years. Mayen has more than 3700 employees and 12 locations. Headquarter is in Istanbul. Arvato CRM Turkey has changed its company brand name to Mayen on August 2020.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Company of the Year - Business or Professional Services - Large

Nomination Title: Mayen

Since 2004, Mayen provides innovative end-to-end customer experience solutions for clients in a variety of sectors, includinge-commerce, retail, banking & finance, telco, airline & travel, IT & high-tech, media & entertainment, energy and utilities.

Mayen is a customer service point that provides service in all channels by which final customers can access to the corporate brands. In addition to the technology-based service production, call center services, Mayen managed to become the organization to grow fastest in the last 6 years with its

- Digital transformation vision,
- Service quality and perfection,
- Skills to provide different solutions for flexible customer needs.

Mayen has been growing twice as fast as the industry's growth rate with a compound average annual growth of 35%. According to its scale of exported services provided abroad Mayen is the sectoral leader for last four years in Turkey.Mayen awarded by the Turkey Exporters Assembly as the ‘Biggest Service Exporter’ of its sector.

Instead of being contended with providing the customer service in the highest quality for its customers, Mayen aims to find the better in its operations every single day and contribute to the business of its customers with process improvements as its main strategy.

With its R&D center, Mayen implemented high-technology products, technological services and custom-made software all unique in the industry in 2019 and 2020, thus supporting the growth of customers and providing better service. MVoC (Mayen Voice of Customer), CJM (Customer Journey Mapping), HANT (Call Reason Quick Scan) and an innovative learning and development platform combining many other business functions together: Maylantis are just several examples of innovative new tech-products.

Mayen also helps businesses to initiate or grow their digital workforce with RPA (Robotic Process Automation) technology. Mayen's software robots backed by a combination of technologies and custom-made software helps accomplish repetitive task effectively without any man-labor or human judgment needed. Software robots simulate computer actions exactly the same way they are accomplished by humans.

MVoC offers to Mayen’s customers systematic collection and in-depth analysis of incoming communications using a workflow-based tool. While it provides understanding of customer demands also it helps customers' organization to become agile, put opportunities into actions and improve the holistic customer experiences.

Customer Journey Maps, clearly demonstrate the steps in which the customers interact with the company. CJM also helps companies prioritize their decisions on how and where to improve brand loyalty and product/service awareness.

Innovative Disaster Recovery on Pandemic:

Thanks to its high technological infrastructure and experience gained from home-agent project started long before the pandemic, Mayen managed to switch all of its operations to home agent model order in only 2 weeks after the first case was announced in Turkey, implementing an extraordinary disaster recovery.

-customer service strategy aiming to exceed customer expectations
-technological products, software development and business intelligence capabilities
-and passionate employees.

Numerical results also confirm this success.

Despite the challenging conditions of Pandemic as well as high inflation and rapid value loss of Turkish Liras Mayen increased its revenue by 48% and Full-Time Employee Headcount by 16,4% in 2020.

Succesfully converting to Home Agent working model in 2020, it is seen that Mayen achieved more successful results in performance and business metrics compared to the pre-pandemic period. Besides the growth in its current operations, Mayen gained 16 new customers in this period.

Corporate customer experience research conducted every year to measure the satisfaction level of Mayen corporate customers and to identify development areas that are disrupted. Mayen increased its NPS by 8%reaching as high as 69 in 2020, despite the pandemic conditions. While overall customer satisfaction score reaches as high as 88%.

Knowing that excellent customer service cannot be accomplished without highly developed and engaged employees, Mayen prioritizes employee engagement in all its operations. There was an increase of 27% on employee satisfaction survey compared to the previous year.Mayen alsopositively discriminates women, 3 in 5 employees are women.

One of the most important criteria of excellence in outsource customer service providers is the loyalty of corporate customers. With its approach beyond the expectations in customer services, Mayen has loyal customers; longer contract durations, higher customer tenure far front of the industry.

Due to word limits, Mayen's innovative products and services and its achievements in 2020 cannot be mentioned in detail in this document. Additional documents have been created to inform our esteemed jury members.

Apx1- Video-Mayen Differentiated Solutions
You can find a summary of the innovative and many of them unrivaled applications that Mayen has brought to the industry in this document.

Apx2- Video: CJM- Customer Case-An International e-Trade Company
Mayen improves the service processes of many of its customers with its CJM (Customer Journey Mapping) product. You can find a customer example of this in this video.

Apx3- Document: 2020 Results& Accomplishments
You can find the prominent business results of Mayen in 2020 and sample business cases from customers in this document.

Apx4- Document: Customer Cases about Mayen Robotic Process Automation Solutions

Apx5- Presentation: Mayen Product& Services Details
This presentation includes details about Mayen and services and products Provided

Apx6- Mayen Trailer Video
Video with detailed information about Mayen