Customer 360 Approach for Manufacturing Industry | HCL

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Overview

With increasing choices and competition, customer’s attention span is reducing and the buying process is becoming complex. As a result, expectations to receive personalized offers that simplify their buying journey are immense. Manufacturers need to be able to capture customers’ interest at the early stage of product discovery and provide customized choices making it easier for customers to take the right buying decision.

Today’s business environment, driven by XaaS offerings, provides further impetus to manufacturers to innovate their business models and ensure high customer lifetime value. The Manufacturing industry is shifting from transaction-based product sales to a relationship-based business model— one that entails closer customer engagement throughout the value chain and is focused on customers’ journey throughout their relationship with the manufacturer.

Customer 360TM by HCL Technologies transformation solutions are engineered to overcome these challenges and ensure best-in-class customer experiences with a robust customer engagement strategy. Our innovative Customer 360 by HCL Technologies approach and integrated customer journey solutions deliver excellence beyond discrete “point solutions”.

Business Benefits:

  • Seamless customer experience from pre-sales to aftermarket
  • Personalized multi-channel marketing campaigns
  • Comprehensive omni-channel integration strategy
  • High Customer Lifetime Value (CLV)
  • Low drop-outs and churn rates

Solutions

Customer Experience Cockpit

Identify, measure, and respond to critical metrics affecting the customer experience journey via:

  • Acquisition
  • Retention
  • Repurchase 

Key KPIs measured:  
Time to accomplish journey paths, acquisition rate, Customer Effort Score (CES), First-Call-Resolution (FCR) etc.
Customer Retention Dashboard

 

Customer Analytics Platform

Our Analytics Platform can help you:

  • Predict potential customer dropouts
  • Discover likely defections
  • Unearth causes of customer churn

Key KPIs measured:  
Repeat call/complaint on same query, query on product advice, product quality related queries, churn probability

Services

edat
Digital and Analytics

Our Digital & Analytics services helps design and build key platform components of customers’ Digital-Technology-Footprint ™ to power the Digital transformation journey. Read More

ise
IoT WoRKSTM

At IoT WoRKSTM, we help create entirely new services that deliver measurable business outcomes. These experience will have an increasing role in differentiating enterprises and enable them to become a 21st-century enterprise.Read More

pas
Application Services

Our Applications business is structured around 11 integrated horizontal capabilities, allowing us to offer clients a full lifecycle of systems integration consulting services and a unified approach to developing the right solutions for their business needs. Read More

its
DRYiCETM

DRYiCETM is an artificial intelligence-driven automation platform. It consists of machine learning components, automation modules, orchestration components, well-proven monitoring tools, knowledge management, and a reporting layer.Read More

ietm
Infrastructure Services

Our Infrastructure Management Services has some of the most impressive credentials in the IT Vendor landscape. We have not only executed complex global IT transformation exercises but also helped run efficient IT services for more than 300 of the world’s leading companies.Read More

pi
Engineering and R&D services

We are one of the world’s leading and fastest growing global engineering services provider. From product blueprinting to support, from software or hardware to mechanical, we work with more than half of the top 100 R&D engineering companies across the world. Read More

ddx
Digital Process Operations

To help businesses address the changing industry paradigm, HCL Digital Process Operations (DPO) with its digital services and solutions is reimagining the role of technology from being a driver of marginal efficiency to an enabler of digital innovation and fuelling business performance. Read More

Submitted by mohit.ti on Wed, 2017-04-05 09:48
Solutions Template 2: 
Solution Title: 
Customer Experience Cockpit
Solution Description: 

Identify, measure, and respond to critical metrics affecting the customer experience journey via:

  • Acquisition
  • Retention
  • Repurchase 

Key KPIs measured:  
Time to accomplish journey paths, acquisition rate, Customer Effort Score (CES), First-Call-Resolution (FCR) etc.
Customer Retention Dashboard

 

Solution Title: 
Customer Analytics Platform
Solution Description: 

Our Analytics Platform can help you:

  • Predict potential customer dropouts
  • Discover likely defections
  • Unearth causes of customer churn

Key KPIs measured:  
Repeat call/complaint on same query, query on product advice, product quality related queries, churn probability

Serviceline Inner Thought Leadership Header: 
INSIGHTS
Serviceline Inner Node Class: 
retail multiple-columns-section
Landing Page hierarchy: 
Industrial Manufacturing