HCL Enabled process improvement in a repairs billing campaign, Releasing revenues over USD 14Mn

Client Information

UK's largest Telecom Service Provider specializing in services like PSTN, Broadband, VOIP and Leased lines. With $ 40.15 Billion revenue, the company has 106,200 employees, over 20 million customers & around 8 million business clients.

HCLTech Solution

HCLTech BPO provided a single touch point for the client's sales team and facilitated efficient processing of orders. The blended campaign dealt with the processing and provisioning of customer orders. Upon receiving the customer order from the client sales, HCLTech BPO's advisor checked order requirements and processed the order. In case of discrepancies, the advisor obtained the clearance from sales for provisioning. After assigning a job number the advisor closed the order and informed the customer about the job number.

Business Benefits

HCLTech BPO's solution in providing the single-point contact for both the customer and the sales team reduced the Order Processing time thereby ensured efficient customer service.HCLTech BPO brought in an additional benefit to the client in the form of 30% reduction in the number of cancelled orders.