Summary
Our client is a global leader in networking and communication solutions that provides innovative technologies and services to businesses and organizations worldwide. Their technical assistance center (TAC) serves as the backbone of customer support, offering expertise across core technologies, security, network management, telepresence/video conferencing solutions and hardware. The client engaged with HCLTech to deliver superlative TAC support in the US, India and APAC.
The Challenge
High volume of service requests, quality assurance and customer satisfaction
The TAC grappled with managing a substantial monthly volume of approximately 12,000 service requests, necessitating streamlined processes and efficient resource allocation. The company also needed to seamlessly integrate support for their newly acquired videoconferencing portfolio into their TAC operations. In addition, maintaining quality assurance and high levels of customer satisfaction while managing diverse support requirements across multiple technology domains posed a significant challenge, including continuous upskilling of TAC engineers to keep pace with technological advancements.
The Objective
Enhance TAC efficiency and expertise
The client called upon HCLTech to enhance TAC efficiency and expertise, elevate customer support operations and reduce costs.
The Solution
Follow-the-sun support model
The HCLTech team implemented a comprehensive global follow-the-sun support model for the team of 400 resources in the US, India and APAC to handle the diverse range of service requests. To streamline processes, we introduced automation initiatives such as intellectual capital (IC) digitization and iOS bug management.
In terms of continuous upskilling of TAC engineers, we invested in developing 200 TAC engineers, all of whom received training and certification as network associates. More than 85 team members received training and certification in client-specific technologies. The HCLTech team established an 80-rack lab facility dedicated to issue recreation and training, providing engineers with hands-on experience and practical skills development opportunities. Coaches in soft skills and quality assurance further enhanced TAC team capabilities.
HCLTech also leveraged smart troubleshooting models to achieve significant return material authorization savings, service speed and quality by efficiently diagnosing and resolving issues.
The Impact
Enhanced TAC efficiency and expertise, optimized customer support operations and reduced costs
The client realized significant increases in TAC efficiency and expertise while reducing costs.
- Post acquisition, TAC became the first service center to seamlessly support the newly acquired videoconferencing portfolio, ensuring continuity and excellence in customer service
- Training and certification of engineers facilitated exceptional customer experiences as demonstrated by higher customer satisfaction scores of 4.8/5 throughout the engagement
- IC digitization automation reduced time to create digital signatures from 85 minutes to 8 seconds, reducing annual effort by ~200 hours
- Mean time to failure resolution decreased
- 20% cost savings in return material authorizations
The client is very pleased that the engagement upped their game in terms of continuous improvement and customer-centricity.
