The Challenge
The major challenge for our client was dealing with inflexible legacy applications:
- Complex, inflexible and disparate systems failing to integrate with other applications
- Lack of real-time analytics and data visibility
- With performance issues related to the inability to handle a high volume of data, our client sought a solution that would transform the user experience while maintaining their data throughout its lifecycle
Transformation
As a strategic partner, HCLTech implemented a comprehensive enterprise-class CRM system that can be used by all types of institutes.
- End-to-end issue management with tracking of solutions via knowledge management
- Provision to auto-create cases from users' mail, internet and intranet feedback forms
- A statistical dashboard for reports from captured data for senior management
The Impact
- 60% reduction in manual activities through automation
- 100% real-time visibility via a live dashboard and reporting
- 100% improvement in customer satisfaction (through a unified view of customers and cases)
