Customer 360 Approach for Manufacturing Industry | HCLTech


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 HCLTech 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 HCLTech 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


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


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