KARVY

KARVY, is a premier integrated financial services provider,

and ranked among the top five in the country in all its
business segments, services over 16 million individual
investors in various capacities, and provides investor
services to over 300 corporates, comprising the who is who
of Corporate India. KARVY covers the entire spectrum of
financial services such as Stock broking, Depository
Participants, Distribution of financial products - mutual
funds, bonds, fixed deposit, equities, Insurance Broking,
Commodities Broking, Personal Finance Advisory Services,
Merchant Banking & Corporate Finance, placement of equity,
IPO’s, among others. Karvy has a professional management
team and ranks among the best in technology, operations
and research of various industrial segments.|

KARVY consultant is one of India’s premier investment

consultancy firms offering personalized investment planning,
advisory and prompt facilitation services to retail investors,
corporates and institutions. It started in the year 1979 as
KARVY and company and later emerged as a KARVY
consultant to cater to specialized and personal services. The
company has a long track record and history of being
transparent and trust worthy with its customers.

FOUNDERS OF KARVY

 Mr. KUTUMB RAO

 Mr. AJAY KUMAR
 Mr. RAMAKRISHNA
 Mr. VAIDHYANATHAN
 Mr. YUGANDHAR
 KARVY MILESTONES

Karvy has traveled a success route over the past 20 years

and positioned
itself as an emerging financial service giant in which embeds
the confidence
and support of enviable patrons across the financial world.
Patrons are also of diversified fields which includes over 16
million individual investors in various capacities and 300
corporates comprising the best out of the whole lot .Years of
experience of holistic financial services and expertise in this
industry has helped it gain the status it enjoys and cherishes
today.
(Karvy.com)

VISION STATEMENT
KARVY’S ASPIRATION OF ESTABLISHING ITSELF AS AN
INTEGRATED FINANCIAL SERVICES CO IS PROPELLED BYA
VISION THAT IS SHARED BY THE ENTIRE WORK FORCE.
TOWARDS THIS END KARVY IS DEDICATED ITSELF TO:

 HAVING A SINGLE MINDED FOCUS ON INVESTOR

SERVICES.
 ESTABLISH AS A HOUSE HOLD NAME FOR FINANCIAL
SERVICES.
 SET INDUSTRIAL STANDARDS.

MISSION
OUR MISISION IS TO BE A LEADING , PREFERRED, SERVICES
PROVIDER TO OUR CUSTOMER AND WE AIM TO ACHIEVE
THIS LEADERSHIP POSITION BY AN INNOVATIVE,
ENTERPRISING AND TECHNOLOGY DRIVEN ORGANIZATION,
WHICH WILL SET THE HIGHEST STANDARDS OF SERVICE AND
BUSINESS ETHICS.

VALUES

 Trust
 Integrity
 Dedication
 Commitment
 Transparency
 Enterprise
 Hard work and team play
 Learning & innovation
 Empathy and humility

Quality policy
To achieve and retain leadership, KARVY shall aim for
complete customer satisfaction, by combining its
human and technological resources, to provide
superior quality financial services. In the process,
KARVY will strive to exceed Customer's expectations.

Quality Objectives
As per the Quality Policy, Karvy will:

 Build in-house processes that will ensure transparent

and harmonious relationships with its clients and
investors to provide high quality of services.
 Establish a partner relationship with its investor service
agents and vendors that will help in keeping up its
commitments to the customers.
 Provide high quality of work life for all its employees
and equip them with adequate knowledge & skills so as
to respond to customer's needs .
 Continue to uphold the values of honesty & integrity
and strive to establish unparalleled standards in
business ethics.
 Use state-of-the art information technology in
developing new and innovative financial products and
services to meet the changing needs of investors and
clients.
 Strive to be a reliable source of value-added financial
products and services and constantly guide the
individuals and institutions in making a judicious choice
of same.
 Strive to keep all stake-holders (shareholders, clients,
investors, employees, suppliers and regulatory
authorities) proud and satisfied.

The KARVY CREDO

Our Clients. Our Focus
Clients are the reason for our being.
Personalized service, professional care; pro-activeness are
the values that help us nurture enduring relationships with
our clients.

Respect for the individual

Each and every individual is an essential building
block of our organization.

We are the kiln that hones individuals to perfection. Be they

our employees, shareholders or investors. We do so by
upholding their dignity & pride, inculcating trust and
achieving a sensitive balance of their professional and
personal lives.

Teamwork
None of us is more important than all of us.

Each team member is the face of Karvy. Together we offer

diverse services with speed, accuracy and quality to deliver
only one product: excellence. Transparency, co-operation,
invaluable individual contributions for a collective goal, and
respecting individual uniqueness within a
corporate whole, is how we deliver again and again.

Responsible Citizenship
A social balance sheet is as rewarding as a business
one.

As a responsible corporate citizen, our duty is to foster a

better environment in the society where we live and work.
Abiding by its norms, and behaving responsibly towards the
environment, are some of our growing initiatives towards
realizing it.

Integrity
Everything else is secondary.

Professional and personal ethics are our bedrock. We take

pride in an environment that encourages honesty and the
opportunity to learn from failures than camouflage them. We
insist on consistency between works and actions.

ACHIEVEMENTS

 Among the top 5 stock brokers in India (4% of

NSE volumes)
 India's No. 1 Registrar & Securities Transfer
Agents
 Among the to top 3 Depository Participants
 Largest Network of Branches & Business
Associates
 ISO 9002 certified operations by DNV
 Among top 10 Investment bankers
 Largest Distributor of Financial Products
 Adjudged as one of the top 50 IT uses in India by
MIS Asia
 Full Fledged IT driven operations
 INTERVIEW
REGIONAL HEAD : Mr. Himanshu Joshi
Mobile No. : 9305458692
Person contacted : Sujeet Kumar Singh.

Question :- What are the numbers of years of existence in the city?

Answer :- Since 1995, 15 years since then.

Question :- . What are the numbers of branches in the city?

Answer :- 1 regional office, 5 branches, 5 franchise.

Question :- . What is the approximate number of customers?

Answer :- 20-25 thousands.

Question :- How do you target your customers?

Answer- We target customers by maintaining database, by collecting information from
Banks, AMC’s and PAN card department.

Question :- What is your target segment?

Answer- Classification according to the services provided-
Services Target Segment

A) Stock Broking High Income group & middle income group

B) Commodity & Derivatives High Income group
C) Mutual Fund & Debt Low Income group & service class
D) Insurance For all groups

Question :- Why did you choose this segment?

Answer-We chose this segment because of the income level and risk taking ability of
these groups.

Question :- How do you acquire customers?

Answer- We directly contact with the customer on phone or personal visit.

Question :- What incentives do you give?

Answer- We don’t give any monetary benefit, but through services we provide special
preferences in our services.

Question :- What type of information do you collect about customer?

Answer- We collect information about customers on the basis of their Demographic
profile.
Question :- Is there any formal way of maintaining this information? If yes describe.
Answer- Yes, database is maintained; in the database the demographic profile and
investment portfolio are maintained. The investment portfolio consists of stocks, mutual
funds, insurance and other schemes.

Questions:- How regularly do you update information about your customers?

Answer- The information about the customer is updated in every 15 days.

Question :- For what purpose do you use this information?

Answer :- We use this information for various purposes which are given below-

a) To know who are the customers regularly visit the branch.

b) If any new investment has come, who are the customers matching the
investment scheme.
c) To check the prospects for cross selling.

Question :- How regularly do you get in touch with customers through which mode and
for what purpose?
Answer- According to the different services we get in touch with the customers which
are given below-

Services Contact Timing

Stock, Commodities, Derivatives Regularly and within two three days
Mutual Fund, Insurance If a new scheme comes.

Question :- Do customers get in touch with you regularly? If yes through what mode?
And for what purpose?
Answer- No, all the customers do not get in touch with us. They contact us through
phone or by visiting the branch.

Question :- Approximately how many complaints do you get in a month?

Answer- Not answered.

Question :- How long do you approximately take to solve the complaints? What kind of
solutions or what kind of section do you take for different kind of complaints? Is there
any formal way of measuring dissatisfaction? If yes describe.
Answer- According to the services complaints are solved

Services Time to solve complaints

Demat Account 1 to 7 days

Stock, Derivatives, Commodity 1 to 15 days
Mutual Fund 4 to 30 days
Insurance 15 days

Branch related complaints instantly solved.

Question :- Is there any formal way of measuring dissatisfaction? If yes describe.

Answer- No, there is no formal way.

Question :- What are the different touch points your companies have? Which are the
most frequently used?

Answer- Touch points-

1) Website
2) Branches.

Branches are the most frequent touch point.

Question :- Is there any follow up for complaints? On what basis do you identify your
more valuable customers? What special services or incentives do you give to these
customers?

Answer- Yes, If required company calls to the customer.

Question :- How do you identify your more valuable customer on what basis what
special services or incentives do you give to these customers?
Answer- We identify our customer according to these points—

1) Volume of investment ( amount)

2) Frequency of investment

We give special preferences to these customers and we regularly tell them about the new
investment schemes.

Question :- What steps have you taken to retain your customers and to increase his
loyalty?
Answer- We regularly tell them when to disinvest or when to reinvest so they could earn
profit in their investment. This way they feel that they are being taking care off and this
increase their loyalty.
 GAP ANALYSIS
1. Customers expect better response from the company related to their investment
like the instant information about the variability in the share prices. Company
perceives that customer wants only better investment schemes and portfolio
management.
2. Company has some perception about the customers’ expectations but there is no
standard related to these perceptions. So they are not able to deliver the services
properly whatever they want.
3. Personnel are well trained but due to the large number of customers they are not
able to handle the customers’ queries that’s why customers always complain to
the company.
4. Company says that it manages the customer’s portfolio in a better way but
sometimes it does not suggest the customers where to invest and where to divest
because of that customers face losses.
5. Sometimes when company does not tell about any investment scheme to the
customer, if customer thinks that this was a mistake by the company but in realty
according to the company it does not tell to the customer because that investment
scheme does not matches the customer’s risk profile.

SUGGESTIONS
1. Company should have a formal way to know the satisfaction level of the
customers.
2. Company should have software which could automatically update the database of
the customers. Software should be capable of telling the customer which
investment scheme is better for him.
3. Company should develop an awareness program about the investment schemes
available with the company.
4. Company should have a separate grievance handling cell because the customer
base of this company is very large in numbers so it will better for this company.
5. Company should ask customers for the suggestions to improve the services given
by the company, this will increase the loyalty among customers because they will
feel themselves important for the company.