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HCL carves a niche of customer satisfaction for a leading e-Commerce solutions provider with accelerated time-to-market

HCL carves a niche of customer satisfaction for a leading e-Commerce solutions provider with accelerated time-to-market

The client is a leading provider of commerce solutions, providing a variety of consumer engagement, payment processing, marketing, customer care, and other technology integration services. It sought to achieve customer satisfaction by making a series of quality assurance (QA) enhancements. These included the development of an e-commerce solution to increase web traffic and improve time to market, the reduction of regression testing effort and cost, and the optimization of resource utilization with on-demand resource availability.

The client also wanted the development of an automation framework for both product model store and back-end retail order management, the enhancement of customer satisfaction through flexibility and faster time to market of products, and the improvement of SLAs and knowledge management.

HCL was selected to offer complete IT and on-site production support and enhancement to the client’s various companies.

We improvised upon the base product by implementing the automation service framework for the client’s base product for both the WebStore and retail order management. We implemented WebStore-based solution through Selenium (open source) using Java and implemented SLA-based delivery for strategic projects, including key metrics like schedule adherence. We established a test service center for improved testing flexibility, knowledge retention, reduced time to market, and standardized test templates and automation framework for enhanced re-usability.

HCL’s efforts led to accelerated go to market and 50% reduction in regression phase. SLAs were improved and testing effort was reduced. Knowledge management and customer satisfaction were refined as well. 

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