http://www.hcltech.com/business-services/overview~ More on Business Services Global software organizations are exploring opportunities to enhance customer satisfaction and improve customer retention through an optimum mix of Offshore – Onsite model. This has led them to conclude that a multi-channel support involving voice, chat and email is crucial for not only installing, configuring and troubleshooting software but also for additional revenue generation through up selling and cross selling service packages. Download our Technical Support Services brochure to understand how HCL adds significant value to software organizations by increasing the productivity, improving revenue and efficiency of the process, thereby transferring the business benefits to the Client organization year-on-year.

1. Higher Customer
Satisfaction is
Higher Customer Retention
Business Process Outsourcing (BPO) has transformed the business landscape into a volatile playfield where it is imperative for organizations to
immediately address the efficiency and effectiveness of their operations, while exhibiting a great degree of flexibility to adapt to the changing times.
HCL BPO with its powerful combination of domain expertise, process skills and superior technology, offers you a predictable process outsourcing
experience. Operating out of 14 delivery centers, HCL BPO’s global footprint includes 11 centers in India, two in Northern Ireland and one in Malaysia.
HCL BPO helps you achieve your business goals by enabling you to focus on core functions rather than investing valuable time on non-core and
people-intensive processes. HCL BPO's Offshore–Onsite model, which a combination of voice & web-based support (chat, email and self-service/
knowledgebase), offers you outsourcing solutions that imbibe intelligent technologies and industry best practices.
HCL BPO’s HCL BPO’s solution offers the right mix of Offshore – Onsite model which enhances Customer
Solution satisfaction and improves Customer Retention.
Service Highlights
Process/ Leverage Processes and Tools to Maximize Customer Satisfaction
Ÿ
ŸReady access to technical resources
Tools Integrated Case Tracker - CRM
Ÿ
ŸProblem analysis and resolution
ŸProblem isolation
Critical Service Pack
Ÿ ŸSoftware features and operational support
On-site Incident and Problem Managements
Ÿ ŸEscalation management
Support Scheduled Site Support
Ÿ ŸInstallation advisory
Ÿ and Fix Support
Setup ŸCoverage window options
ŸSoftware updates and licensing
Service Benefits
Installation, Configuration, Troubleshooting
Ÿ
ŸBetter Customer Experience/ Retention
Multi-channel Troubleshoot and Strive for FCR
Ÿ ŸImproved First Call Resolution
Remote Remote Consultation/ Training
Ÿ ŸHigher Customer Satisfaction
Support Up Sell/ Cross Sell Service Packages
Ÿ ŸHigher Repeat Sale
ŸBetter Margins
Ÿ line of revenue through additional services
New
Service Incident Based Packages
Ÿ
HCL Key Differentiators
Packs Annual Maintenance Contract
Ÿ
ŸExpertise
ŸGlobal Alliances
ŸInfrastructure
Stocking/ Warranty/ RMA Coordination
Ÿ
ŸProcess Models
Logistics Ÿ and Repair Center
Test ŸProcess Quality
Back End Logistics Support
Ÿ ŸResource Pool
HCL BPO's Global Delivery Model ensures committed cost savings, customer support in long-term
HCL BPO relationship, and flexibility in customer relationship. In order to deliver these, HCL BPO provides
Service Offerings world's best delivery process, strong partnership and governance model, specialization in different
business verticals of the industry and Continuous improvement using Six Sigma methodology.
What we offer for Customers
Level 2 Support Phone
Ÿ Software Installation
Level 1 Support Email
ŸTroubleshooting
Ÿ WAN connectivity support
LAN/ ŸInformation Capture
ŸRequest Qualification Chat
Ÿ Support - Antivirus
Utility
ŸGeneral Enquiries through
ŸRemote Access Support
ŸNavigation Issues ŸFunctional Usage Support Web
Ÿ Support
SPoC ŸLicense Compliancy/ Warranty Support
ŸSoftware Version Upgrade and support services ŸEscalation Support FAQs
ŸProvide feedback for product reengineering ŸTrouble Ticket Management
ŸKnowledge Base Creation, Maintenance and Updation Downloads

2. HCL Technologies Limited - Business Services
HCL BPO Expertise Business Benefits
HCL BPO's experienced team of engineers provide HCL BPO adds significant value to software organizations. In addition to cost
customers with: arbitrage, HCL BPO increases the productivity and efficiency of the process,
thereby transferring the business benefits to the Client organization year-on-year.
Ÿ and accurate resolution
Timely
Ÿ
Reduction in operational costs
Ÿ scale up of global operations
Faster
Ÿ quality and operational efficiency
Greater
Ÿ Customer Satisfaction
Improved
HCL BPO currently provides support to a leading player in
anti-virus software market with a consumer base of 100 HCL BPO’s Value
million and market capitalization of USD 4.9 bn. Propositions
HCL has offered the following value adds and benefits to
the Client:
Creating Trend Report
Ÿon a daily basis
Done
Ÿ
Maintaining records of all Product Enhancements
Ÿ
Track recurring issues
HCL BPO - Increasing Customer Value Proposition
Ÿ
The Trend Report is sent to Client for further
improvements/ feedback
Ÿ Process with ramp-up if
Initial
Resolution Database/ Simulations for new Phase I
successful
Standardization Maintaining Quality
Ÿ
Operations Ÿ Cost savings
Initial
products Expert Transitioned Approach
Ÿ
Ÿ
All resolutions including troubleshooting are stored in
the knowledge base
Ÿ add is again shared with client
This value Phase II
Evaluate Technology, Automation and
Ÿ
Steady State Consolidation option
Escalation Callbacks
Operations + Tools Continuous monitoring of controls
Ÿ
Ÿ unhappy customer are contacted over phone
Irate or
Ÿ calls from HCL
Courtesy
4. Special Incentive Schemes
ŸSigma approach
Six
Phase III
Ÿ of uncertain spikes (e.g. virus outbreak) there
At times Consolidation across operations and
Ÿ
is a push for more man-hours by introducing Special Performance Realization process
Incentive Schemes Operations + Tools + Quality Maximize savings through better
Ÿ
turnaround and Higher FCR and CSAT
Cafe de Client
Efficient work methodology and quick ramp-up focusing on the business building capabilities
Ÿ
Utilization of COPC standards and Six Sigma tools for internal operating procedures and
Ÿ
process control measures respectively
Increased credibility by sustained delivery
Ÿ
Ÿ turnaround time
Quick
HCL Advantage Ÿ on bringing about a significant reduction in call volumes, improved FCR, and customer
Focus
satisfaction
Business metric driven solutions rather than process metrics
Ÿ
Ÿ class delivery infrastructure with disaster recovery for uninterrupted 24/7 operations
World
Robust mechanisms to measure and enhance customer satisfaction
Ÿ
Vertical expertise spanning BPO, Software, Infrastructure
Ÿ
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,
90,000 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 www.hclbpo.com
To give your company the advantages of HCL's TSS ISV Solutions, contact Marketing.tss@hcl.com