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Redefining Customer Experience


Customer Experience
      Turn your Contact Centre
      into a Profit Centre
 Gone are the days when poor service was overlooked because the price was discounted. You can no longer compete solely on price. You must
 keep pace with the shifting “value” and buying experience that consumers seek. Becoming customer focused and exceeding their
 expectations has become critical in today's competitive retail industry, regardless of other value propositions. Good customer service has
 become the lifeblood for competitive retailing. So your focus should be on getting the basics right. Superior service leads to satisfied
 customers; satisfied customers lead to referrals and referrals are the most effective way to build a profitable customer base. The level and
 quality of customer support has become the top-ranked factor for driving repeat purchases.

      Challenges & Opportunities

   Demanding customers - Customers expect consistent experience
   Ÿ                                                                             Opportunities
   offline/ online and across all support channels
                                                                                 Outsourcing customer facing activities is a viable
   With decrease in margins and increase in opportunities for
   Ÿ                                                                                option for retailers to reduce cost of operation,
   differentiation, good customer service alone can create the                      improve process efficiency to keep up with
   competitive advantage                                                            competition and increase customer satisfaction
   Inconsistent or negative service experiences damage the brand,
                                                                                 Customer contact centers are evolving from being
   develop a negative word of mouth campaign among shoppers and
                                                                                    mere ser vice centers for customer-based
   quickly send people to the competitors
                                                                                    transactions to key players that motivate and retain
   Shifting trend, customer service should be high on the agenda for
                                                                                    customers, build loyalty and generate revenue
   retailers to acquire and retain a profitable customer base

         HCL Solutions
HCL with its expertise in providing CRM services to
global retailers can help your organization maximize
the impact of both back-end and front-end CRM
services by integrating these operations to have a
seamless information flow.
                                                                HCL Technologies Limited - BPO Services

       HCL Advantage
Cross-functional CRM expertise
                                                                                 Business Benefits
Ÿ customer service processes delivery experience
                                                                                 Well-defined low cost channel migration strategy (phone to
Multi-lingual support for global customer base
Ÿ                                                                                chat, email)
Partnerships with leading technology companies – JDA,
Ÿ                                                                                Achieve higher first call resolution through robust knowledge
   Microsoft, Oracle, SAP                                                        management tools
Integrated Services – CRM consulting, implementation and
Ÿ                                                                                Proven point of service evaluation techniques for measuring
   support services                                                              end customer satisfaction
Robust and dynamic in-house developed knowledge
Ÿ                                                                                Decision support services to increase level of understanding
   management system                                                             and tracking customer profitability and customer behavior
Consulting-led service delivery
Business metrics driven approach

                                               Client Background: US based Leading Department Stores
      Case Study                               The client is one of the nation's premier retailers with fiscal 2006 sales of USD 27 billion. It
                                               operates more than 850 department stores in 45 states. Every year, the company receives
                                               more than 50 million calls from its customers for credit customer service.

                                                                                        HCL Solution
      Drivers for Outsourcing                                                           Private Label Credit Card (PLCC) credit customer
      Improve customer satisfaction scores by 500 basis points
      Ÿ operational expenses and deliver measurable quality
      Trim                                                                              PLCC
                                                                                        Ÿ collections
         improvements                                                                   Billing adjustments
      Rapid scale-up during the holiday season
      Ÿ                                                                                 Dispute resolution
      Managing customer loyalty in an increasingly competitive
                                                                                        Email credit customer service
      Reduce customer management costs
      Ÿ                                                                                 eCommerce support
                                                                                        Customer profile edits

      Ÿ Annual cost savings in excess of USD 5 million across all processes
      Ÿ 6 million credit customer service calls and over 5 million collection calls handled at HCL in 2007
      Ÿ Consistently deliver quality metrics of above 98% as against client's target of 96% to drive up customer satisfaction scores
      Ÿ Achieved ramp-up performance metric targets during the holiday season with 40% extra resources
      Ÿ Consistently outperforming service level agreements to reduce cost per call by over 50%
      Ÿ Mean time to resolve customer billing disputes reduced by 25%

       About HCL
                                                                                                                        Give your company the
HCL Technologies, with $ 4.8 bn revenue and 55,000 professionals operating in 18 countries, is one of India's                advantage of
leading global IT services companies providing software-led IT solutions, remote infrastructure management               HCL's CRM solutions.
                                                                                                                  To schedule a meeting or to set up a
and BPO services. HCL's BPO division provides customers with world class offshoring, business process                        pilot, call our
migration, project management and technology strengths. HCL provides solutions across select verticals                     CRM Experts at
                                                                                                                        1. 940.367.5824
like Retail & Consumer, Banking & Financial Services, Insurance, Hi-Tech & Manufacturing, Telecom, and
                                                                                                                          or email to:
Media & Entertainment (M&E). HCL BPO ranks 3rd globally for Highest Client Satisfaction as per Black Book  
of Outsourcing, 2007.                                                                                               

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