Success Stories
BPO—Customer Retention Services through e-mail, Web, white mail
Customer
One of the North America’s largest food retailers with 1,800 stores spread across western, mid-western, mid-Atlantic regions of the United States and western Canada.
- Home-grown applications currently used by the customer have high down time which results in stoppage of activities.
- Also customer is currently using four different applications for four different processes.
- Absence of integrated platform to support all channels.
- Two different locations handling customer contact center activities with increasing operational costs.
- HCL proposed a solution to roll out an integrated platform with knowledge management to support all the channels and internal communication of customer feedback.
- HCL envisaged a scanning solution to process the comment cards received at the stores.
- HCL provided the following services to the customer:
- Web comments
- Profile edit
- Product request queries
- Comment card coding
- Updating Club card membership database
- Address change
- HCL’s solution has greatly helped the customer in avoiding the downtime from the earlier application and deskilled the operations.
- Training time was reduced and operations split between on-site and offshore to reduce overall costs.
- Overall productivity and quality of services improved.
