Reimagining in-store experiences for a leading telecom giant
Client Overview
Our client, one of the largest telecom service providers in the US, offers a broad portfolio of smartphones, accessories and home broadband solutions. With HCLTech as their trusted partner for over a decade, they embarked on a transformative journey to enhance in-store experiences by addressing inefficiencies in their legacy wait time management system.
The Challenge
Transforming outdated systems into seamless customer journeys
The telecom giant faced critical challenges with their existing wait time management system:
- Performance roadblocks: Frequent lags and unreliability disrupted the customer journey
- Outdated interface: A clunky, dated UI led to poor user adoption and operational inefficiencies
- Lack of real-time updates: Inefficient queue management caused misaligned agent assignments and longer wait times
These issues significantly affected both customer satisfaction and employee productivity, leaving little room for scalability or innovation.
The Objective
Redefining efficiency and experience
The client aimed to revolutionize their in-store operations with a robust, user-centric wait time management solution. Key goals included:
- Seamless customer experience: Delivering an intuitive, efficient in-store journey
- High adoption rates: Achieving over 90% tool adoption, including consistent pre- and post-disposition usage
- Operational optimization: Enhancing agent utilization and streamlining queue management
- Scalability and reliability: Leverage modern technologies to ensure high-performance and future-ready systems
- Real-time accuracy: Provide live updates to customers and agents for better queue transparency
The Solution
A cutting-edge digital ecosystem
HCLTech collaborated with the client to design and implement a next-generation wait time management system that redefined the in-store experience.
Key features of the solution:
- Platform migration: Transitioned from an iOS-based system to a scalable, web-based platform powered by microservices
- Enhanced user experience: Introduced an intuitive interface that simplified check-ins, highlighted wait times and improved agent visibility
- Optimized queue management: Integrated location-based auto-check-ins, pre-check-ins and order fulfillment to reduce wait times and enhance flow
- Real-time synchronization: Ensured accurate, up-to-the-minute updates for both customers and agents
- Agent workflow optimization: Streamlined agent interactions to reduce repetitive actions, enabling faster and more effective customer service
- Modern technology stack: Leveraged Adobe Experience Manager (AEM) for scalability, flexibility and high performance
- Data-driven insights: Enabled personalized service by collecting and analyzing customer behavior data
- Skill development: Trained in-house talent to support the system, ensuring operational excellence and cost optimization
The Impact
Delivering results that drive growth
The comprehensive solution delivered transformative outcomes for the client’s retail operations, including:
- Faster service: Significantly reduced wait times through intelligent queue management
- Enhanced customer satisfaction: Improved service delivery and personalized interactions, fueled by data insights
- Increased efficiency: Simplified BOPIS (Buy Online, Pick-Up In-Store) and BOWIS (Buy Online, Walk-In Store) processes to under 10 taps and 1 minute per transaction
- Scalable infrastructure: Implemented a future-ready technology stack that supports continuous innovation
- Cost optimization: Reduced operational expenses through efficient resource utilization and talent development
- Higher digital usage: Achieved over 90% adoption of the new platform across 5,000 retail locations
- Integrated AI/ML insights: Enabled sales-driven conversations, lead generation and automated follow-ups, driving incremental revenue
The successful transformation of the wait time management system highlights HCLTech's expertise in delivering customer-centric digital solutions. By transitioning to a modern, scalable platform, the telecom giant resolved operational inefficiencies and unlocked new opportunities for innovation, growth and customer delight.
