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BPO-Customer Retention Services through e-mail, Web, white mail

BPO-Customer Retention Services through e-mail, Web, white mail

Customer
One of the North America’s largest food retailers with 1,800 stores spread across western, mid-western, mid-Atlantic regions of the United States and western Canada.

The Challenge

  • Home-grown applications currently used by the customer have high down time which results in stoppage of activities.
  • Also customer is currently using four different applications for four different processes.
  • Absence of integrated platform to support all channels.
  • Two different locations handling customer contact center activities with increasing operational costs.

HCL’s Solution

  • HCL proposed a solution to roll out an integrated platform with knowledge management to support all the channels and internal communication of customer feedback.
  • HCL envisaged a scanning solution to process the comment cards received at the stores.
  • HCL provided the following services to the customer:
    • Web comments
    • Profile edit
    • Product request queries
    • Comment card coding
    • Updating Club card membership database
    • Address change

Value Delivered

  • HCL’s solution has greatly helped the customer in avoiding the downtime from the earlier application and deskilled the operations.
  • Training time was reduced and operations split between on-site and offshore to reduce overall costs.
  • Overall productivity and quality of services improved.

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We will treat any information you submit with us as confidential. Please read our privacy statement for additional information.