HCL helps a global supplier of office products and services discover a better way to handle service requests
A global supplier of office products and services, incorporated in 1986, with the opening of its first retail store in Fort Lauderdale, Florida.
• Reduction in pricing year after year across all LOBs
• Multiple lines of business with 31 different SLAs; Multiple policies and procedure being followed in each LOB
The HCL Solution
• Enabled flexibility to handle/accommodate adhoc requests from client without impacting the regular SLA
• Carried out various analyses to ensure 100% bonus is met month on month in UK process