Redefining customer support through significant incident reduction

An international publishing company with offices in 41 countries worldwide was facing challenges in frequent ramp up/down to be in-line with seasonal volume of business along with complexity in ticketing system.

Over the course of engagement, HCL took various measures to combat such business challenges like hiring temporary staff to facilitate easy ramp up/down and increasing IR messaging and functionality to improve customer experience. HCL strengthened the customer technical support enabling it to handle up to 7000 incidents per month.

Benefits delivered:

• Reduction of overall incident volume
• Reduction of escalation
• Improvement in CSAT scores

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