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HERALD TONY Thiburcius

Employee picture: 
HERALD TONY Thiburcius
Employee Name: 
HERALD TONY Thiburcius
Employee Designation: 
working with HCL Technologies as a Senior team Leader.
Impact: 
  • The idea reduced the query solving time from 3-4 days to just 1 day
Solution: 
  • Herald’s idea was to create a handbook for the engineers  
  • Herald and his team introducedthe Boost Commander on the floor, who personallyvalidated an engineer’s visit and verified complaints   
  • The team also created an alert system, driven through a text message, whichassured the customer that the complaint was being worked on
Problem: 
  • Some of the advisors were hesitant to suggest troubleshooting, worrying that thecustomer might not want to go through the trouble of rebooting the system and handling other hardware related tasks
  • Having under-confident engineer service calls became a major problem
Situation: 
  • The client is a leading telecom company in Britain  
  • Herald from HCL was helping the client in making their customer querysolving process more effective
Caption: 
The idea resulted in cost savings of $1.5 MN
Line of Busniess: 
Business Process Outsourcing
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