Improving Customer Experience and Operation Excellence | HCLTech
Remote proctoring transforms the capabilities of a leading educational assessment service provider

Our client, a multi-billion-dollar Fortune-500 American timberland and wood products company, struggled with manual processes and high dependencies on process SMEs. The client needed to streamline its manual customer experience (CX) processes and complex technology landscape hampered by redundancies, legacy applications, and custom tools.

The objective was to optimize price management and standardize the process. HCLTech began the transformation journey by leveraging its Business Transformation Framework, which included a large multi-year end-to-end transformation to improve CX and operation excellence (OpX) to speed up decision-making. Our solution produced a human-centric, experience-based approach to requirement gathering for the future landscape across the spectrum of stakeholders.

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