Success Stories
BPO—order tracking and processing
Customer
The world’s # 2 chain of office supply stores. It sells office supplies at more than 1,000 company-owned and licensed stores worldwide (about 900 are located in the U.S.), as well as through its catalog, call centers, website, and a contract sales force.
The Challenge
The customer wanted to bring down the costs as well as improve the order tracking and processing across all the time zones in the United States.
HCL’s Solution
HCL has provided the following services to the customer:
- Processing of fax orders (5000–6000/day)
- Resolving customer queries sent through e-mail
- Resolving credit card queries on hold to process the order
- Inbound order taking
- HCL caters to all four time zones of U.S. across all customer segments.
- Cost-of-order processing has been brought down (from 0.85 percent to 0.40 percent of the average value of the order).
- In-house QM (Queue Management) tool developed to efficiently manage the queue and allocate resources across time zones (process improvement).
- Created standardized manual for large MNCs and major corporate accounts based on specific customer processing requirements.
