Shriram understands that the path to tangible results starts and ends with customer experience. He orchestrated a series of digital initiatives that created easy-pay channels for customers, leading to 30% percent improvement in on-time payment of electric and gas utility bills and increasing revenue collection by $200 million annually. For another client, he reduced contact center average call handling time by 50%, improving productivity by 100%. He also led an initiative to revamp a utility’s e-Bill platform, motivating 30,000 customers to switch to paperless billing.
A deep technologist who is laser-focused on the customer, Shriram is passionate about building high-performing teams and empowering them with insight needed to improve the customer journey. To promote a culture of information sharing, he willingly shares his experiences in areas ranging from utility value streams to technology industry trends to delivery models. He is also an active participant in recruiting, which he views as foundational to creating high performance teams.
He joined West Monroe in 2021 after spending nearly a decade with Cognizant. He holds a bachelor’s degree in technology and an MBA from the top engineering and business school in India. He is also a certified Project Management Professional and Scrum Master.
He is captivated by drones and spends significant time flying them with his son. He aspires to have a FAA drone pilot license someday. He speaks three languages and understands five; including Hindi, Bengali and Telugu.
He helped an ailing music label increase sales by $3 million by introducing a novel digital app for its customers, guiding the idea from inception to implementation.
In a previous role, he championed Soles4Souls campaign, a not-for-profit that accepts gently used shoe donations, repurposes them, and makes them accessible to children in developing nations.