Success Stories
BPO—Account reconciliation and inbound collections
Customer
Our customer is the largest water distribution company in the U.K. after a string of acquisition of smaller companies.
The Challenge
The customer wanted to improve the credit card collections and account reconciliation processes in order to increase customer satisfaction.
HCL’s Solution
HCL has provided the following services to the customer:
- Contract Management: Validation of Customer Contract setup forms, creation of customer accounts as per contract terms in the system.
- Order Taking: Processing orders received through fax, email, and courier.
- Inbound Credit Control Campaign: Handling diverse product and service related customer queries like billing disputes, discrepancies in invoices, credit notes, etc.
- Sales Ledger Maintenance: Receiving, searching, and posting the customer remittances.
- Outbound Collections
- Account Reconciliation: It involves matching the customer payments with the invoice. Data cleansing in terms of updating customer records.
- Direct debit set-up per month increased four fold.
- Number of disputes reduced from 16,000 to 8,000 per month.
- Credit card collections per month increased five fold.
- Increase customer satisfaction, the complaints were brought down to lesser than 1 percent.
- Total savings to the customer by offshoring these processes— £ 400 K per annum.
- Abandon rate was brought to lesser than 0.5 percent from 7 percent.
