News



Concierge service which works

There is a long tradition that "concierge" is just one of the points of the service agreement for owners of privileged bank cards. Some kind of bonus which you can or you cannot use. Sincura Russia (the Vipservice holding company with a license from the British concierge company The Sincura Group) has been destroying stereotypes about such services for two years now, surprising and gaining trust.

“When we started working with Freedom Finance Private, in addition to us, the bank connected another company to customer service - they divided flow of new customers between us in half in order to compare the result,” says Denis Alekseev, head of the Russian division of Sincura. “We immediately asked the bank for possibility of direct contact: after concluding a contract, a client received a notification from us specifying a convenient time for getting to know each other, that is, not intrusive “ringing”, but conversation when it is comfortable for a client. It disposes, it makes it possible to calmly discuss all preferences, and to understand the features. Big advantage for the future: when an emergency request arises, the concierge will no longer work “blindly”, and the client, in turn, will be “enchanted by magic”, because he/she will receive exactly what is desired. And, you know, our respected competitors did not offer this. And even when the bank, in our example, asked them about this, they politely refused. Can you imagine? As a result, Freedom Finance eventually chose to partner with us to promote their new premium product. Because the bank received feedback from customers who, after a welcome call, began to actively use our services.

The Sincura Russia project by Vipservice started in an extremely difficult period for all types of business in general - in the year of the pandemic, and, despite this, it was able to go the way of successful formation. It was facilitated by the British standards, stability of the holding, and an extremely carefully selected team of employees who subtly combine a high level of empathy, flexibility of mind and ability to work in a "protocol" format, unique "hybrid" of both creative and highly organized staff.

“If the concierge service really works, then it will be profitable for banks. They get access to the life-style of their customers, such targeting and depth that they cannot determine on their own, and at the same time, the opportunity to create a new product, a different billing,” continues Denis Alekseev. “Banks are also interested in our B2C model, some of them are considering the possibility of selling Sincura Russia packages to their clients in the “white label” format.”

But when the "union" of banks and concierge services is already familiar, then Sincura Russia has reached a completely new level by starting to work with corporations. In any large structure, there is a need for a B2E format based on the need to retain high-quality top-level personnel. “We greatly relieve the administrative staff by taking on non-standard tasks, mainly related to the personal needs of top management. We help managers not to “burn out” at work and not to be tormented with worries about their family — we are trusted to maintain life-work balance. When a person has more opportunities, and with them desires, then in parallel, time for their implementation is reduced - the concierge helps in situations of qualitative change in consumption. In addition, our service allows us not to inflate the staff for personnel who would solve such additional tasks in the company: we work 24/7, without vacations and sick days, and we have a number of competencies that simply cannot be combined in ordinary hired personnel, ”explains Denis Alekseev: “And how loyalty to the company increases among employees of this level! And this is already within the framework of the HR strategy. That is, concierge services are not just tickets for a private screening or a table in a restaurant where there are “no seats” – it is a very effective tool in capable hands.” It should be noted that such services by corporations have become even more in demand today, since a lot of external conditions have changed due to sanctions: companies are not always able to find solutions for new tasks. And the concierge service can - Sincura Russia receives good feedback from the first persons, and along with them new customers and business.

Another “non-standard” direction chosen by Sincura Russia is a collaboration within the Vipservice holding with the Corporate Business in the form of new BusinessTravel packages. “It is a unique product! Everything "in-house" - no other supplier has it at all. Imagine a model where everything is “seamless” in accounting, everything is in a single document. Others will have several legal entities, persons, respectively, and increase all types of documents at once, which is colossal advantage and convenience,” sums up the head of Sincura Russia: “Both winning tenders and possibility of increasing cost - ordinary BT structures do not have such an argument in their arsenal. At the same time, having all the capacities of Vipservice, we are launching additional services: and assistance in matters of relocation of business and employees, and financial and legal support of real estate transactions around the world and other similar services, especially in demand today.”

“We have just won a tender and signed an agreement with a dynamically developing Bank, part of a communications and digital giant. For Sincura Russia, it is a great motivation. The future belongs to such ecosystems, and it has already arrived; it is a different format and thinking. Therefore, our strategic goal is not just to provide concierge services to privileged clients of this Bank, but become business partners of the ecosystem in the life-style direction. And we are ready to be creative at joint sessions and then broadcast the brand philosophy in our contact zone. We are able to enrich the Bank knowledge about their customers so that it, in turn, has the opportunity to form the next best offer.”

Today, Sincura Russia sees its mission in strengthening reputation of concierge services in structure of preferred banking packages.

 

Denis Alekseev, Background information

September 2019 – Managing Director, Premium Services UK Ticket House, Vipservice Group Director of Concierge Business Sincura Russia
August 2017 - October 2018 - Sberbank CIB, Private Wealth Management, Head of Image Products Department
August 2014 - August 2017 - PJSC Sberbank, Central Office, Project Director (VIP segment)
July 1997 - October 2012 - American Express, Concierge team leader


Implemented cases:

  • Launch and development of American Express concierge service in Russia
  • Creation of affiliate program for clients of Sberbank Pervyy
  • Preparation of project for creation of internal concierge service of Sberbank
  • Launch of Sincura business in Russia, gaining market share

Ratings:

  • American Express Rings of Reward and Recognition Level 2

Event speaker:

  • Sberbank Pervyy Academy
  • MGIMO and ICN Business School Conference “International Market of Luxury Products: Marketing Strategies, Adaptation and Globalization”
  • PA Area Forum

 

 

 

 


11.08.2022