HCL is a leading IT services provider delivering Run the Business (RTB) and Change the Business (CTB) services bringing innovation around key business and technology imperatives such as enhancing customer experience, leveraging analytics, adopting cloud based services like legacy to cloud migration and end-to-end business transformation. HCL’s differentiated thought helped the client in enabling customer service increased savings ~1.2 M per annum Short Description: Read more to know how HCL helped the enterprise to establish a 360º view of customer and one point interface to handle most customer service requests.

1. How HCL’s Customer Service Solutions Led to Savings of $1.2 Million
Annually for Multiline Carrier
Customer Service Optimized

2. • Customer Wanted to Have Comprehensive Portal
for Supporting Customers
• 360º View of Customer
• One Point Interface to Handle Most Customer
Service Requests
• Improve System Availability to Ensure
“Anytime Anywhere” Service
The Needs

3. What HCL Did
• Partnered With Our Client to Build Highly Available and Scalable Online Platform
• Setup and Maintenance of MSR Work Portal based on theChordiant Platform
• 24 X 6 Working Model to Maintain all eCommerce Apps

4. What the Customer Got
• Achieved Client’s Aggressive Time
to Market Objectives
• No Outages On Portal For Over 1 Year After
Implementation
• Solution Has Enabled Cross-Selling/Up-Selling To
Customers Based On Business Rules
• Environment Setup Tool Realized Savings of $1.2
million Per Annum
• Call Center Solution Has Provided Call Volumes
Increase From $2 million to $6.4 million Per
Annum

5. Questions
• In What Way Customer Engagement and Servicing Evolving?
• How Better Customer Servicing Leads to Savings?
• How Changing Customer Behaviors are Affecting the Customer Service Methodologies?
• Which Technologies Can be Utilized Effectively for Better Customer Engagement?
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