Our client is an American corporation that sells print and digital document products and services in more than 160 countries. They turned to HCLTech to strategize and implement a customer experience worthy of superlatives.
new sites added
publishing projects delivered in first 18 months
previous SOPs replaced
The Challenge
Inconsistent processes and complexities hindered customer experience
The client faced challenges in a broad range of areas in processes, people, technology and data. Their workload scope was huge and complex, with approximately 1.42 million orders annually, 1,000 standard operating procedures, 40+ business units, nine lines of business and multiple portals and CRM solutions. Processes and applications were different in many of the 32 countries where they do business, resulting in complexity and inconsistent customer experience. Data was not integrated among systems and processes, causing insufficient insights into forecasting and return tracking, higher average handling time and dissatisfied customers.
The Objective
An optimized customer experience
Our client sought a partner to understand their challenges and overhaul their customer experience by streamlining their operating model, optimizing their enterprise architecture with fewer systems that could be used enterprise-wide and reducing the cost of inventory.
The Solution
End-to-end transformation
HCLTech’s end-to-end transformation included several innovations. We developed a simplified master standard operating procedure (SOP) that replaced the company’s previous 1,000+ SOPs. We then implemented a unified interface that automated all customer order-related queries. To predict and manage variations in orders and supplies, we implemented tools and dashboards such as a supply chain order chase and excess order calculation analytics, resulting in considerable savings for the client.
To monitor and automate business workflows and enhance customer experience, we implemented HCLTech IP Toscana™.
We also implemented a single pane of glass tool, which allows a client user to gather data from multiple sources in one place when checking for order booking/replenishment and process the order in one go. The excess order calculation tool checks to ensure that no duplications or incorrect order quantities are entered into the order.
We also implemented a single telephony platform, Genesys, so the entire enterprise uses the same tool. Finally, we established speech analytics to monitor and analyze customer sentiment when they contact customer support.
The Impact
Improved accuracy, savings and customer experience
A streamlined operating model, optimized enterprise architecture and reduced inventory cost led to the ultimate goal: superlative customer experience. Specific metrics include:
- Order accuracy increased to >99% in 2024
- Average handling time improvements led to cost savings of ~26% in EMEA order processing
- Customer service calls as a percentage of overall customer queries declined from 21% in 2020 to 17% in 2024
- Customer satisfaction in the Americas increased from 4.3 out of 5 in 2022 to 4.8 in 2024
- Customer satisfaction in EMEA increased dramatically from 3.6 in 2023 to 4.6 in 2024
- Customer satisfaction in the business services LOB increased from 4.4 in 2022 to 4.8 in 2024
By the end of the first year, a second phase of 35 team members were onboarded, 47 associates were certified and 52 new sites were added.
By the 18-month point, the team had grown fivefold to over 100 members, with more than 6,000 publishing projects delivered to the client. By the end of year three, the team is expected to have 250 members.
Looking to the future, HCLTech is working with the client to define the web publishing roadmap and align HCLTech’s capabilities, processes and tools to ensure smooth execution. The next major milestones are adding new scope, revamping the whole publishing ecosystem to a new cloud-based platform and increasing QA and publishing automation. In a testament to the partnership’s success, it will be extended for another three years.
