http://www.hcltech.com/business-services/overview ~ for more Business Process Operations

4. HCL improves operational flexibility and reduces
cost by over 50% in Order Management for a
global supplier of office products
BACKGROUND
 Our client - a global supplier of office products and services, required support for
Fax Order Management and was particularly keen on reducing the escalating
costs of Order Management. Another key requisite was that the Perfect Order
Rate be maintained at over 99% at all times
 It chose HCL as its outsourcing partner to leverage the strong expertise and skills
in Fax Order Processing that HCL offers, which could significantly benefit overall
operational efficiency and flexibility
CHALLENGES / OBJECTIVES SNAPSHOT
 Perfect Order Rate to be kept at over 99% at all times
 Smooth communications to be ensured between end  Horizontal: Business Services
customers, suppliers / vendors, carriers / forwarders
 Industry served: Retail & CPG
 Reducing the escalating Order Management cost
 Service Areas: Order Management

5. THE SOLUTION CUSTOMER TESTIMONIAL
The solution comprised several processes, which were streamlined for optimal “I am especially proud of the relationship
effect: the organization has with HCL since I am
 Processing fax orders received from customers and ensuring the systematic the one who made the first decision to work
follow-up of incomplete orders with you. (I would not admit it if the results
 Options for credit card information from customers / banks to process online were not so great). I appreciate all you do
orders for us and have all the confidence in the
 Resolving customer queries through email and chat world that we will continue to have a long
 Tracking open POs and expediting vendors for scheduled deliveries and prosperous relationship. Thanks again
 Monitoring scheduled product deliveries to end customers for your time, efforts, and results.”
 Providing Business Review and Usage reports to national account - V.P. Customer Service, Business Solutions
managers for a holistic view of operations Division
RESULTS / BENEFITS
 Fax Order Accuracy Rate increased from 95% to >99% at all times
 75% of Virtual Warehouse vendor issues were resolved within 0 – 1 day
 Improved operational flexibility with more than 1 million orders processed every year
 Reduced order management costs by 50%
 Achieved 99% on-time delivery through real time route management

6. Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering to
build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 88,000 of us bright sparks are busy
developing solutions for 500 customers in 31 countries across the world.
How can I help you?
www.hcltech.com