Twenty-five people. Nearly 400,000 interactions. The arithmetic alone is striking – but it’s perhaps the wrong place to start.
What the Karma Concierge India team actually does, across 280,000 written enquiries and more than 106,800 calls annually, is hold a community together. Behind each of those contacts is a Member of Karma Group’s India Membership base – more than 27,000 active Members – who needs something: a booking clarified, a problem resolved, a moment of genuine reassurance from a human being who knows their name and their history. That the team delivers this consistently, at this volume, with a headcount most customer service operations would consider a skeleton crew, is the story worth telling.
The numbers frame the challenge. They don’t capture what makes this team exceptional. That plays out in real world interactions – the concierge who noticed a member was struggling to complete an online reservation and offered, unprompted, to call them and walk through it step by step. Or the roughly 1,200 members assisted face-to-face in 2025, onsite interactions that turned a moment of frustration into a demonstration of exactly what the brand promises. First-contact resolution, handled by someone who took personal ownership rather than passing the problem along.
The introduction of Karma Subito, the group’s dedicated member app, has sharpened this further. By placing routine holiday management – bookings, requests, account queries – directly into members’ hands, the platform doesn’t replace the concierge team so much as liberate it. With transactional traffic absorbed by the app, the team can concentrate on the situations that genuinely require judgement: the complex, the sensitive, the moments where empathy matters more than efficiency.
Those moments, paradoxically, are also where the team’s longer-term value is most clearly built. When something goes wrong – and in a membership travel operation of this scale, things occasionally go wrong – the response is a personal call, a conversation, a solution, and a feedback loop that channels the member’s experience into tangible changes. Website improvements, new destinations, service additions: the concierge team functions as a direct conduit between what members need and what the organisation delivers. One member, describing a difficult situation that was resolved through exactly this process, put it plainly: the way the team responded restored their confidence completely. That sentence, unremarkable in its simplicity, represents something most service operations spend enormous resources trying to manufacture.
In 2025, the team’s performance was independently validated when Karma Concierge India ranked among the top performers in the LiveHelpNow Challenge – a global benchmark spanning 10,000 companies and 50 evaluation criteria. The recognition confirmed what the membership already knew.
Twenty-five people. Nearly 400,000 interactions. And a service culture built on the apparently radical premise that every question deserves an answer, every concern deserves to be understood, and every member deserves to feel that someone, somewhere, is genuinely paying attention.
