Customer Service Optimized

How HCLs Customer Service Solutions Led to Savings of $1.2 Million

Annually for Multiline Carrier

The Needs

Customer Wanted to Have Comprehensive Portal

for Supporting Customers

360 View of Customer

One Point Interface to Handle Most Customer

Service Requests

Improve System Availability to Ensure

Anytime Anywhere Service

What HCL Did

Partnered With Our Client to Build Highly Available and Scalable Online Platform

Setup and Maintenance of MSR Work Portal based on theChordiant Platform

24 X 6 Working Model to Maintain all eCommerce Apps

What the Customer Got

Achieved Clients Aggressive Time

to Market Objectives

No Outages On Portal For Over 1 Year After

Implementation

Solution Has Enabled Cross-Selling/Up-Selling To

Customers Based On Business Rules

Environment Setup Tool Realized Savings of $1.2

million Per Annum

Call Center Solution Has Provided Call Volumes

Increase From $2 million to $6.4 million Per
Annum

Questions

In What Way Customer Engagement and Servicing Evolving?

How Better Customer Servicing Leads to Savings?

How Changing Customer Behaviors are Affecting the Customer Service Methodologies?

Which Technologies Can be Utilized Effectively for Better Customer Engagement?

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