Customer and operations

Transform companies, build resilience and drive long-term value creation for our clients

We enable businesses to realise their potential by integrating strategic acumen and digital services. Our customer and operations team aims to transform companies, build resilience and drive long-term value creation for our clients . We assist clients in unearthing value from multiple facets: operations, procurement, service delivery, supply chains, and more.

Why KPMG in India

list_alt

We have been trusted advisors to c-suites across sectors and at different stages of maturity.

playlist_add_check_circle

We have deep understanding and expertise in customer and operations, which allows us to bring a 360-degree approach to solving complex problems.

groups

We bring together a cross functional multi-disciplinary team, across KPMG in India and KPMG member firms globally for clients.

group_work

We believe in working along with the client’s team and getting things done.

assignment

We enable the client as we move along the project to develop the required capabilities and skills.

auto_graph

We will not just show the way, but collaborate with you on the journey, and help implement.

library_add_check

We have a ready repository of KPMG in India’s frameworks, tools, methodologies that are leveraged during project delivery.

How can we help?

KPMG in India's C&O - Commercial team helps companies enhance both topline and bottom line across sectors

Growth strategy and revenue

Growth strategy definition and implementation

Location assessment/government incentives

Sales revenue enhancement

Channel transformation

Customer experience excellence

Marketing and media excellence.

Plan

Sales and operations planning redesign

Inventory management

Customer delivery performance improvement

Lead time reduction.

Source

Direct material cost reduction

Indirect spend reduction

Media cost reduction

Procurement benchmarking/transformation.

Make

Productivity improvement

Quality loss reduction

Cost reduction

Manpower enhancement

Digital/I4.0 enabled manufacturing.

Deliver

Supply chain excellence

Logistics cost reduction

Warehouse design and management.

Our Offerings

Innovative sustainable approaches for propelling the growth agenda for forward-thinking businesses

CX-centric front, middle, and back-office transformation, enabling holistic commercial success for businesses

Marketing spends advisory across online and offline channels to drive effectiveness and efficiency improvement to drive better ROI for business

Help organisations move towards better profitability by looking at the P&L; collaborate with clients to implement the potential benefits while driving change and sustenance of the same

Drive growth and profitability by creating agile, resilient and sustainable supply chains

Manufacturing transformation through tailored strategies, leading practices, and innovative approaches enabled with optimum technology for sustainable growth

Enable procurement function transformation by incorporating leading practices for cost efficiency, technology enablement and process enhancement

Driving growth with Customer and Operations trends

Personalisation and seamless brand experience

Manuj Ohri

Partner and Co-Lead, Customer & Operations - Commercial

KPMG in India

mail

In these transformative times, Bharat is witnessing a surge of digital-native consumers with rising expectations for personalisation and seamless brand experience. AI is enabling companies to meet these demands through unprecedented levels of hyper-personalisation and intelligent operations from sensing and forecasting to real-time optimisation.

As consumer interactions shift to vernacular, AI-driven conversations through virtual assistants and influencers will redefine engagement. To thrive, businesses must embrace a consumer-first mindset, strengthen data and analytics, foster agile AI integration, and prioritise collaboration over isolation; balancing speed with strategic focus.

India Insights

Our insights is your gateway to thought leadership and in-depth reports. Explore our curated collection of valuable content, where we delve into complex business challenges, share industry trends, and provide actionable insights.