Hcl Crm Domain Expertise

Services across the Product Lifecycle

Figure: Elements that ensure PPM success

HCL CRM Domain expertise

Customer Services Sales Support Services Marketing Management

* Customer Help Desk & Account Management

* Issue Resolution

* Soft Collections & Billing Management

* Order Status

* Document Management Services

* Escalation Management

* Customer Profiling

* Order Processing

* Inbound & Outbound Sales

* Up-Selling & Cross Selling

* Batch Processing

* Order Management

* Pre Sales Support

* Web Lead Generation

* Management

* Online Order Processing / Order Tracking

* Sales Automation

* Product Return Management

* Online Customer Request

* Management (E-mails, Chat)

* Launch of Campaign

* Customer Feedback & Survey

* Promotional Planning

* Loyalty Program

* Social Media Support

* E-Campaign Design & Management

* Customer Segmentation & Targeting

HCL's CRM clients benefitted from HCL's blended approach in many ways:

Areas of Engagement Key Improvement Measures Tangible Benefits

Customer Service

* 24×7 help desk to answer product & services related queries

* Dedicated escalation team

* Employing multiple channels to resolve customer queries

* Tracking open PO's & expediting scheduled delivery's

* Monitoring scheduled product deliveries

* Customer sales satisfaction%

Via calling-93%

Via SMS-91%

* $ 5 million in annual cost saving

* 98% quality accuracy

* 40% ramp up during holiday season

* 50% reduction in cost per call

* 50% reduction in order management cost

* 99% calling lists completion rate

Sales Support

* Proprietary MS Dynamics based CRM for end to end sales & customer service support

* Introduced multiple channel support to complement voice

* Implemented & designed campaign manager in CRM

* Integrated CRM with client customer info apps

* Introduced business intelligence

* Sales improvement from 25% to 33%

* 400% increase in sales conversion

* Increased contribution of Email, Chat, SMS & Web in sales & customer support

Marketing

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