The Challenge
The client’s IT landscape was comprised of legacy applications that brought significant challenges:
- Non-scalable systems across divisions used for filing and logging complaints
- Application security and vulnerability for users’ personal data
- Poor user experience with no provisions to connect via mobile devices
Transformation
HCLTech’s digital expertise played a critical factor in transforming our client’s complaint management system, including:
- Developing a single integrated platform supporting multiple divisions
- Providing an intuitive platform for users to connect via web, mobile or IVR
- Implementing enhanced analytics with a real-time dashboard and reporting
- Enabling electronic submission, case tracking and security of confidential public data
The Impact
- 85% improvement in user experiences through an intuitive platform
- 80% reduction in data retrieval time for quick business decisions
- 10% improvement in operational efficiencies
