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

4. HCL leverages its integrated business
management solutions to deliver cost savings of
USD 5 million per year for a global retailer
BACKGROUND
 Our client - an established chain of mid-to-high range stores in the Retail industry, was
particularly looking for support in Customer Service Voice & Early Stage Collections
for proprietary Cards, along with email and back office support for Customer Service &
Billing Adjustments. It further required measurable quality improvements and rapid
scale-up during the holiday season, combined with the cost arbitrage advantage
 HCL was chosen to specifically handle the Fortune 500 retailer's credit card account
servicing and collections and HCL deployed close to 600 resources to exclusively
manage the process, and provided effective Real Time Queue Management. HCL’s
continued efforts to strengthen the relationship yielded several positive results
including exemplary cost efficiencies
CHALLENGES / OBJECTIVES
SNAPSHOT
 Customer Service Voice & Early Stage Collections for proprietary cards
 Email and back office support for Customer Service & Billing Adjustments  Horizontal: Business Services
 Increase debt collection
 Reduce operational expenses, and scale to global operations faster  Industry served: Retail & CPG
 Deliver measurable quality improvements and operational efficiency  Service Areas: Credit Card Account
 Enhance customer satisfaction Servicing and Collections
 Rapid scale-up during the holiday season

5. THE SOLUTION
 We deployed close to 600 resources to manage the collections and credit card accounting processes
 Provided a separate customer helpdesk to give customers timely and accurate information on credit
card products and billing enquiries
 Developed an in-house escalation handling mechanism and developed capabilities to handle
advanced queries
 Generated canned responses based on the queries, which are being used onshore and offshore
 Cross skilling of email and billing adjustment advisors to cater to peak volumes
 Adopted the Integrated Business Management System (IBMS) quality model for operational
efficiency and for increasing debt collections
RESULTS / BENEFITS
 Cost savings for the client of USD 5 million per year
 Handling 6 million (inbound/outbound) credit card customer service calls, and over 6 million credit card management transactions
per annum
 Real Time Queue Management support catering to volume spikes & fluctuations, break management, forecasting, staffing &
scheduling, capacity planning and headcount management
 Collection amount of over USD 200 million per year
 98% quality accuracy and steep ramp-up by 40% during the holiday season
 96% collections achieved during the bucket 1 period of 30 days
 Customer satisfaction scores improved from 77% to 82% through sustained initiatives; consistently maintained in the Top Two
Boxes (TTB) of Satisfied and Very Satisfied
 The Net Process To Pay (PTP) percentage is the highest across all centers handling collections (4 self managed centers and the
fifth being managed by HCL)
 Cost per call in Customer Satisfaction was reduced by 25% through sustained improvement efforts
 Per email cost reduction of 25% delivered through sustained efficiency enhancement initiatives

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