SINCURA CREDIT CARD CONCIERGE SERVICES
SINCURA CREDIT CARD & PREMIUM BANKING CONCIERGE SERVICES
By using a premium credit card or banking services, clients earn rewards and access to special benefits in return for your loyalty. But as banks fight for attention in the competitive reward card space, concierge services are now becoming the norm.
With this valuable card perk, the client can have someone else do the heavy lifting involved in luxury. We can locate a hard-to-find gift, make dinner reservations, access sold-out tickets or even conduct research for their next international trip. Personal concierge assistants will do the legwork, reservations or other related transactions with your card. It enhances your clients’ experience, makes them feel like royalty, and elevates your product and client satisfaction. It helps entice new clients and keep existing ones.
You don’t need to hire a new concierge team, spend years forging industry relationships,. or build elaborate system; you can outsource the operation to The Sincura Group who can operate a white label service under your name and deliver a professional and market-leading concierge service. Our award winning card services are based on the following principles to ensure we repeatedly come out as the best concierge on the market worldwide.
• Having the best response times to client requests
• Having the best feedback and client experiences
• Having the best access from sold out tickets to hard to get reservations
• Having the best senior staff with expert knowledge, from ex Maître-D’s at Michelin restaurants to broadsheet Travel writers.
• Having the most advanced technology and behaviour algorithms so you can understand your clients.
• Being the best priced concierge service on the market
• Offering a fully global service to support your clients 24/7, 365 days a year, anywhere in the world.
SINCURA CARD SERVICES CASE STUDY: REVOLUT CREDIT CARD
Revolut is a digital banking card which, since its launch in 2015, has seen over 8 million customers join its service. In 2018 Revolut introduced a top tier “Metals Membership”; included in this package was a concierge which was created, built and managed by The Sincura Group.
With a dedicated concierge team split between the UK and Australia to provide 24/7 support, and ground-breaking technology to offer a truly personal experience tailored to the client’s profile, the service proved a huge success.
While other concierges boasted that they will acknowledge a request within 3 hours – we didn’t believe that’s was good enough. On average it took less than 2 minutes for a client to receive an email acknowledging that their request has been received, viewed, loaded and allocated to an expert to start working on. We closed over 50% of requests within 10 minutes, 80% within 3 hours and 99% within 1 business day. In fact, in the same time that other concierge services would take to reply to your message we would have the clients sat in their restaurant enjoying their meal organised by us. We openly publish the Revolut feedback as we are so proud of what our clients are saying about us. We are the only concierge confident enough to do this and be judged by our clients. You can read the comments people leave for us – click below to see more.
Our algorithms and behaviour systems helped us understand the requests coming in from clients, and foresee future trends. We also offered full reporting, from client activities and behaviour trends to focus areas for future strategies and promotions. By being powered by Sincura, Revolut Concierge is the only card concierge in the world to offer access to numerous events including Glastonbury Festival VIP hospitality, Avengers: Endgame film premiere and fan screening, Hamilton in London, Cannes Film festival VIP packages and to be donated a complimentary private box at Wembley for use to entertain clients. amongst other things. Plus they can run the concierge with a fraction of the staffing requirements or expenses of another concierge.
The contract ran up until November 2019, when Revolut’s expansions meant that they were launching in Asia, areas currently not currently covered by The Sincura Group concierge. We maintain a fantastic relationship with Revolut and are happy to provide references of our service with them if required.
WHY CHOOSE SINCURA CARD SERVICES?
We hold an unparalleled reputation in the industry, heightened by the fact that we were voted London’s Concierge Company of the Year., The Sincura Group maintain excellent client retention with many of our members joining us as unhappy members of rival concierges.
By using Sincura as your chosen concierge service you will save over £500,000 a year for contracts of over 100,000 clients. That’s the cost of a substantial London office, and the savings only get bigger as your numbers increase. We can offer these prices as we don’t have shareholders to report to, we don’t have company debts to pay back, we are not running the company at a loss, we don’t pay our owners hundreds of thousands of pounds of salary each year, and we run the lightest service due to our technology and staffing. What takes over companies hundreds of concierges takes us a quarter of that – and the results show that we still consistently come out as the number one concierge on the market for clients feedback, retention, and quality of service.
• Our friendly and highly skilled team are hand-picked from the industry as experts in their fields..
• We have a multilingual team operating in English, French, Spanish, Russian, Scandinavian, and Polish to name a few.
• With our unique contacts and the weight of the clients we represent we hold unrivalled access across the globe from the best tickets to priority reservations.
• We provide you an insight into your clients that no-one else can.
• The Sincura Group already provide services for some the most prestigious corporate clients in the capital and have a tried and tested model that works.
Most concierge companies use off-the-shelf Customer Relationship Management system such as Salesforce to manage their client requests. We decided to do things differently, to develop our own systems, systems built for our requirements rather than us working to the systems’ requirements. They took 4 years to develop and constantly evolves to our needs. Our technology team is headed up by our director, Tony Baxter, who has installed a strong emphasis of Sincura being a technology driven concierge. Tony started writing code at the age of 8 on his father’s BBC Micro and after studying computing, maths and finance at University he joined software house Logica as an architect for Fastwire, the world’s fastest Swift messaging system as used by Bank of England and processing 200 financial messages per second / 5million per day.
After setting up his own software consultancy at the age of 22, he won IT contracts with Nomura (strategic data management), UBS (change the bank technology), DrKW (repo desk technology), Finansbanken, Norway (front office technology), RZB (front office technology). He then joined the Credit Suisse Asset management team to implement data and behaviour modelling strategies before finishing his IT career at Lehman Brothers. Since founding the Sincura Group it has always been his vision to bring the same strategies used by the major banks to the concierge industry, to both understand and predict client
The systems allow us to log, categorise, manage and process requests quicker than anyone else, manage finances including sales and invoices, identify client behaviour, manage support and feedback, and generate reports for you. The systems are secure and scale-able and branded to your needs including the systems, phone apps, emails.
The Sincura Concierge app has been in development for 9 months now and will be released in December 2019. When developing our app we looked at our competitor apps and ran months of analysis and tests through them. We don’t believe they work correctly or efficiently. For example, we enlisted the help of 5 premium banking clients who all had vastly different profiles – from their wealth, to their likes, to their age, to their localities. The app should have known this and presented answers, offers and promotions tuned to them. But it didn’t.
Our app is different, it comes with in-built reporting, behaviour monitors, and watches the clients using the app to understand what they are reading, what they are engaging with, and build us a profile from their eyes.
We offer three versions of our apps to our clients. You can use our Sincura app with unique dedicated membership numbers for your clients, have a re-branded version of our app exclusively for you, or we can offer you a number of pre-built pages which can be simply dropped in to your own app. All of the options connect to our back-end system for communicating with clients and for reporting and include the behaviour and data algorithms.
Many concierge companies outsource requests to third parties, this takes time and means your service levels are in the hands of others. You are trusting your reputation to hundreds of partners who may not value the service the way you do. We do things differently, with specialist in-house teams of experts in everything from restaurants and travel to tickets and well-being. It means your request is always handled in-house by an expert to the same high standard.
Our personable and highly trained team are hand-picked experts in their respective fields, from ex Maître-Ds at Michelin restaurants to travel writers and hospitality managers. We operate 24 hours a day, 365 days a week, with support switching between our UK and Australia office. All of our staff complete extensive training in everything from using the systems, to data safety, to how to conduct with clients. We are a fully multilingual team.
Our feedback, client experience and response times are second-to-none. As an example, Ten Lifestyle who manage the concierge for the likes of RBS, Couttes and Barclays premium card holders, say they will acknowledge your requests within 3 hours. We don’t believe that’s anywhere near good enough – our average time to load, allocate and notify the client of their request is under 2 minutes – and in 3 hours time with us your clients will be tucking in to their dinner at the exclusive restaurant that we booked for them singing your company praises.
Clients are kept abreast of their requests through all stages, with regular updates as we work on their behalf. We constantly seek feedback from clients to improve the service, and third party experts review our working practices from the wording of emails to client engagement.
Knowing your customer is key for any business endeavour. This is especially true when releasing a banking card open to the masses. How do you know who your good client are? How do you know who to target for campaigns, where to advertise your brand, how to build trust and loyalty, if you don’t know much about your clients and their behaviour? Each month you will receive a complex report about the behaviour of your clients, so you can better understand your client..
This is where we can help – our concierge technology and Artificial Intelligence is the most advanced on the market, giving an insight into where your clients holiday, what they do in their spare time, where they eat, drink and stay overnight. We can identify key brands that traits and identify those clients that are key to your brand, and identify the best ways to both attract new clients and reward the current ones. We can look at your members’ as a whole, or an individual member.. We can quickly tell history of each member, the number of requests they make, how many they actually complete on, and their spend levels (ie are they booking the Ritz or the Holiday Inn). It allows us to really quickly understand the client and tailor our responses to them.
We rely on client feedback to modify and improve the service. After each closed request the client is sent a feedback form to rate the service from response times, to quality of response, to the venue. And we are very proud of our results – with over 90% being positive – the best in the market. You will receive system logins which allow you to monitor in real-time the status. Morning and evening reports are generated each day to see trends, volumes, and statistics.
Each month an in-depth 50 page report is produced covering everything from trends and behaviour, to user engagement and feedback, to financials and sales, to staff and team productivity. We also highlight the strengths and weaknesses of the month and identify changes for the coming months. We also hold regular meetings with your team to discuss the project in more detail and understand your feedback.
We can completely customise your experience and brand it under your name. This includes such things as custom membership cards, custom newsletters, email addresses, dedicated phone lines, website, responses and etiquette, offers and rewards, brochures and much more.
We can excel your service to new levels with exclusive deals and offers just for your members. We can also offer them access that they will not find anywhere else on the market – from walking red carpets at premieres to backstage passes at gigs and use of our boxes and seats at football matches. A selection of offers / promotions in the past include:
• Sky & Fosters (Glastonbury backstage VIP access)
• EA Sports (Ryder Cup)
• SONY (Brits afterparty)
• Revolut (NFL London Series)
• St Andrew’s University (Avengers Endgame premiere)
We believe there are only 3 concierge who have the capability and experience of managing banking clients and sizes. Our business model is completely different to that of the other two, Quintessentially and Ten Lifestyle. We are privately owed which means we can implement changes quickly without having to to wait for shareholders decisions (as an example – the CEO of Ten Lifestyle owns less than 15% of his own company). We are the only profitable company of the three – with Quintessentially losing £3.4 million last year (source thisismoney) and more worryingly Ten Lifestyle losing over £8 million (source companies house filed reports). and their share prices tumbling by 75% in just 6 months to November 2018. At currently rates, both are due to run out of capital shortly.
We currently engage roughly 10% of the concierge market in comparison to our competitors, it equates to the same amount as Facebook had in comparison to MySpace. We all know what happened there.. Like Facebook, we are the fastest growing concierge company in the world and 2020/21 will see the company once again triple in size with major new contracts, partners, strategic staff hiring, and expansions announced.. These are very exciting times for our company.
We offer an exclusive service to our clients ensuring that we do not take on two companies in the same region or market sector at any time – why would a bank take on a concierge to gain the edge if that concierge is already providing services to a number of your competitors? It doesn’t make sense to us – we work exclusively for you – and represent exclusively your brand to ensure we enhance your brand against your competitors.
ABOUT SINCURA WHITE LABEL SERVICES
Every company in the service industry, no matter how big or small, would benefit from their own concierge. Very few have the resources, expertise or structure to implement this in-house. That is why we offer our white-label concierge service to provide our award winning service to your staff, clients and guests under your company name.. As a White Label Concierge client you can enjoy the following benefits:
• Your own dedicated phone number and email address
• Branded membership cards, welcome packs, newsletters and literature
• Dedicated concierge staff: either on-site or remote
• An account and service manager plus monthly reports and behavioural statistics of your clients
• Carefully created, branded and managed website
EXAMPLE WHITE LABEL CLIENTS
The Sincura Group provide our white label concierge services to a number of sectors including:
• Bank and Credit Card Companies: We represent major banks and credit card companies to manage the concierge requirements of their premium members.
• Serviced buildings: We provide front-of-house concierge staffing for serviced buildings both residential and businesses.
• Corporate staff incentives: Companies offer our services to their staff to help manage their personal lives as a staff incentives. With a more balanced home/work life this increases productivity and reduces absenteeism.
• Membership and reward schemes: We provides a reward and incentive scheme for loyal clients, such as casino rewards for top level spenders.
• Relocation companies: We provide a service for clients moving to London to help them integrate into the capital.
• Management and PA agencies: We complement existing management agencies to look after their clients, from PA’s who need access to venues they do not hold contacts with to large management agencies who would like to offer their clients enhanced services.
• Company services: We provide our services to companies for such things as client entertainment, events, staffing solutions, PR, introductions and marketing.
• Airlines and private jets: We provide our services to international jet companies to complement their service and offer their clients itinerary buildings and an immediate concierge at their target destination.
• Other concierges: We provide our services to enhance other concierge offering – from our ticket service to our restaurant bookings