Transforming customer experience
Overview
Our client is a leader in creating roof windows, skylights, sun tunnels and accessories that enhance living spaces by bringing the outdoors in. Based in Denmark and operating in over 30 countries, they recently upgraded from traditional contact center solutions to a modern CCaaS (Contact Center as a Service) platform. To support this transition, they partnered with HCLTech, aiming to elevate their customer service experience to new heights.
The Challenges
We conducted an initial overview of the existing contact center infrastructure and identified the following challenges:
- The client operated a diverse contact center environment with only voice channel capabilities.
- The infrastructure lacked omnichannel capabilities like email, chat and social media.
- The client needed assistance with tracking and reimagining customer journeys.
- The client lacked 24/7 managed services support for its existing contact center operations.
The Objective
The client primarily aimed to transform its existing contact center infrastructure into a next-generation cloud-based contact center environment. We also decided to help them develop an Omni environment to enhance customer experience.
The Solution
HCLTech's Fluid Contact Center provided several key solution elements to meet the client's requirements:
- Delivered a comprehensive end-to-end transformation that included implementation, adoption, migration and ongoing services.
- Deployed Genesys Cloud with omnichannel capabilities, including support for social media channels.
- Developed new customer journeys and transformed the overall experience using digital capabilities such as email, chat and Viber.
- Designed the regional service delivery model through a Network Operations Center (NOC).
- Established parallel transformation teams across regions for a scaled rollout in multiple countries.
- Focused on an agile deployment of customer journeys.
- Offered 24/7 managed services support for global agents.
The Impact
We completed the transformation engagement, which resulted in the following impacts:
- Enhanced customer and agent experiences by implementing an omnichannel customer engagement strategy.
- The deployed solution improved the user effort score by 10-15%.
- Our team achieved a 100% Service Level Agreement (SLA) target.
- The solution provides the flexibility to scale operations rapidly,offering significant benefits to the client organization.
- The reimagined customer journeys and omnichannel capabilities have led to a higher level of customer experience and satisfaction than ever before.
