http://www.hcltech.com/business-services/overview~ More on Business Services On-time order fulfillment is the key component of Customer Satisfaction and sales growth. It has become more complex and challenging due to new Supply Chain Strategies. The budget for Order Management ranges between 0.3% to 0.6% of the annual revenue for wholesalers and 1% to 2% for retailers. As a retailer, you would have realized that your traditional legacy systems which divide the orders by product type, region or Customer, cannot always cope with the new challenges of multi-channel selling. Download our Multi-Channel Order Management Services for Retailers Brochure to understand how HCL enables its customers to derive significant benefits and improved perfect order rate.

1. Multi-Channel
Order Management
Services for Retailers
Deliver the Perfect Order
On-time order fulfillment is the key component of Customer Satisfaction and sales growth. It has become more complex and
challenging due to new Supply Chain Strategies. The budget for Order Management ranges between 0.3% to 0.6% of the annual
revenue for wholesalers and 1% to 2% for retailers. As a retailer, you would have realized that your traditional legacy systems which
divide the orders by product type, region or Customer, cannot always cope with the new challenges of multi-channel selling,
Challenges & Opportunities
Challenges
Demanding Consumers - Consumers prefer to shop whenever
Ÿ
Opportunities
and however they please, through any channel, without making
any sacrifice Outsourcing the order management function
Ÿ
Blurring Sales Channel Differentiation - Consumers expect
Ÿ enables you to put control points, focus on sales and
identical product information, service and inventory availability marketing and reduce demand/supply mismatches,
from all channels late shipments and non compliance
Disparate Systems and Silo Operations - Non-aligned order and
Ÿ On-time order fulfillment has immense effect on
Ÿ
inventory management system across enterprise pose on-time enhancing Customer satisfaction and loyalty, as
order fulfillment challenges well as improving realization through cross/up-sell
Fragmented Order-to-fulfill Process - Order-to-fulfill processes are
Ÿ opportunities
mostly manual and fragmented, around 20% of orders placed
requires follow-up with Customers
HCL's extensive experience in every component of the order management service space such as
HCL Solution e-commerce, catalog, phone and brick and mortar enables its clients to derive significant benefits
in terms of faster realization of revenue, order accuracy, analytics and improved perfect order rate.
Order Inquiries Order Processing Order Fulfillment
Quotation Processing
Ÿ Receive Order
Ÿ Ÿ Follow-up
Order
Customer Verification
Ÿ Ÿ Validation
Order Ÿ Orders Handling
Back
Product/ Service
Ÿ Ÿ Customer ID Payment Authorization
Ÿ
Information Ÿ Product Code Reschedule Delivery
Ÿ
Product Availabity
Ÿ Ÿ Quantity Delivery Exceptions
Ÿ
Service Offerings Ÿ and Discount
Price Ÿ Pricing Exchange Processing
Ÿ
Delivery Terms
Ÿ Ÿ Billing/ Delivery Address Returns Authorization
Ÿ
Ÿ Entry
Order
Ÿ Confirmation
Order
Customer Service - Order Changes, Proof of Delivery Requests, Delivery Information etc.
Analytics - Dashboards and Reporting on Customer Churn, Buying Pattern, Lifetime Value

2. HCL Technologies Limited. - Business Services
HCL Advantage
Deep
Ÿ retail and business process expertise
Multi-channel Order Management experience for global
Ÿ
retailers Business Benefits
5 million orders processed per year
Ÿ Ÿ - One time Cost Reduction
50%
Effective Cross-selling and Up-selling strategies
Ÿ Ÿ - Incremental year-on-year savings
5%
Focus on business metrics – ‘Perfect Order Rate’ to increase
Ÿ Ÿ - Improvement in Order Processing Turnaround Time
20%
revenue from Customer Ÿ - Improvement in Order Processing Quality
25%
Robust mechanisms in place to measure and enhance
Ÿ Ÿ - Improvement in Customer Satisfaction
15%
End-Customer satisfaction
Benchmarking based approach to reduce cost of order
Ÿ Note: The statistics are indicative of the potential deliverable benefits
processing
24/7/365 anytime Customer support
Ÿ
Client Background: World’s Leading Seller of Office Products
The Client operates more than 1500+ company-owned and licensed stores worldwide.
Case Study Employs over 43000 employees to sell its products to consumers and small/ medium-sized
businesses. It clocked over USD 14 Bn in annual sales.
HCL Solution
Drivers for Outsourcing Ÿ Order processing
Inability to fulfill Customer orders on time
Ÿ Ÿ Follow-up on incomplete orders
Ÿ Payment authorization
Labor intensive process with escalating
Ÿ
costs Ÿ Handling Customer queries
Ÿ Material/ delivery tracking
Customer expectation about traceability
Ÿ
Ÿ Delivery rescheduling and exceptions
Smooth communication between end
Ÿ handling
Ÿ Virtual Warehousing
Benefits
Ÿ Improved operational flexibility with more than 1 million orders processed every year
Ÿ Reduced order management cost by 50%
Ÿ Reduced operations cost by variable pricing model linked to business volumes
Ÿ Delivered perfect order with over 99% accuracy, up from 97%
Ÿ Increased Customer satisfaction and revenue by 0.5 -1% through cross/up selling
Ÿ Achieved 99% on-time delivery through real time route management
Ÿ Order Accuracy Rate > 99%
Ÿ complaints from customers
Zero
Ÿ Closer Vigilance and Intensive Training resulted in lesser follow up and higher savings to the client
About HCL Business Services
HCL Technologies is a billion dollar leading global IT services company, working with clients in the
areas that impact and redefine the core of their businesses. Since its inception into the global
landscape after its IPO in 1999, HCL focuses on 'transformational outsourcing', underlined by
innovation and value creation, and offers integrated portfolio of services including software-led IT Give your company the advantage of
HCL's Order Management solutions.
solutions, remote infrastructure management, engineering and R&D services and BPO. HCL
leverages its extensive global offshore infrastructure and network of offices across the globe to To schedule a meeting or to set up a pilot,
provide holistic, multi-service delivery in key industry verticals including Financial Services, email to: alok.sharma@hcl.com
Manufacturing, Consumer Services, Public Services and Healthcare. HCL takes pride in its
philosophy of 'Employee First' which empowers our transformers to create a real value for the www.hcl.com
customers. www.hclbpo.com