HCLT Brochure: Telecom Services - Order Provisioning and Fulfillment Management Services


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Telecom Industry have to adapt to competition and new standards while ensuring customer loyalty and satisfaction at the highest levels.

Download our Telecoms Services Brochure to understand on how HCL's Telecom solutions Can help you face these challenges with end-to-end solutions in service fulfillment.

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HCLT Brochure: Telecom Services - Order Provisioning and Fulfillment Management Services

  1. 1. TELECOM Order Provisioning & Fulfillment Fulfill your Orders faultlessly The Telecom Industry is hyper-competitive due to factors such as deregulation, fixed mobile substitution, MVNO and VoIP while convergent services like integrated bundles of voice, data, content and mobility have become the new , standard. Service Providers are setting a trend in moving from a network-centric mindset to a customer-centric one in order to maximize customer value. With increasingly competitive pressures, it is imperative to adopt a consistent and reliable practice for order fulfillment to ensure customer loyalty and satisfaction at the highest level. HCL has the credentials to help you face these challenges with end-to-end solutions in service fulfillment. Challenges The industry faces a series of challenges such as: ŸLegacy systems leading to high manual interruptions and creating multiple ownerships Ÿ Order Fulfillment cycle time causing huge backlog of orders; this leads to loss of revenue due to delay in provisioning Long Ÿ in cancelled orders due to incongruence between sales and service delivery resulting in high customer churn; also the difficulty in Rise managing orders from multiple sales channels ŸIncrease in competition and triple play which is a huge challenge in gaining market share ŸInteraction with various LECs and proprietary systems, increases the TAT if not monitored closely during pre-provisioning HCL Offerings Simple & Provisioning of VOIP, PSTN, Broadband, Order Status Local Number Complex Order video cable and Enquiry Portability Processing wireless SERVICE MACD support OFFERINGS Directory Services Access Service Vendor/ Partner Coordinating Site Manage Day of Install Request/ Local Service Co-Ordination Engineer’s Visit Process with Tech On Request
  2. 2. HCL Technologies Limited - BPO Services HCL Advantage Largest Indian BPO Service Provider in Telecom vertical Ÿ Business Benefits Strong domain expertise to guide the understanding of the Ÿ Reduction in Order Processing cycle time which leads Ÿ business needs and achieving goals of our Clients to increase in revenues úClear and complete understanding of the order fulfillment Consistent high accuracy in Order provisioning Ÿ process in the telecom domain – Over 1300 employees handling more than 20 Order Provisioning & Fulfillment Consistent performance in Order failure reduction Ÿ Consistently delivering business impact – Committed savings Ÿ resulting in improved customer satisfaction and starting from 2nd year of the engagement reduced reprocessing volumes TM Proven transition methodology – ARMOR Ÿ to attain Increase in end-user satisfaction by reduction in Ÿ predictable and consistent results and reach steady state earlier average order completion cycle time Technology-led business services and solutions: In-house Ÿ Sharing of best practices based on HCL BPOs Ÿ applications and performance management tools to drive experience and knowledge in Telecom Order continuous improvement Fulfillment Working knowledge in handling Clients legacy system Ÿ Experience in interacting with major LECs in US Ÿ Improved Ÿ capacity and utilization through cross-training advisors across markets and multiple Order types Financial Impact Voice of the CustomerAnnual savings of USD 400k andŸ UK based Global 500 Telecom Major additional revenue of USD 300k through various quality and process improvements We wanted to offer the same level of service to all our for a US VoIP major in a provisioning customers, regardless of the location of the delivery center. Be campaign it in Noida, Don Caster or New Castle, we wanted the sameProcess Redesign of an Order processingŸ campaign has increased the customer look and feel. With HCL, we felt confident about the experience through reduced turnaround management team. They have the passion to deliver and we time and increased cash flows by GBP 30,000 for a UK Major over a period of wanted a supplier that was free to float and deliver quickly. one year About HCL Technologies Limited. - Business Services HCL Technologies is a billion dollar leading global IT services company, working with clients in the areas that impact and redefine the core of their businesses. Since its inception into the global landscape after its IPO in 1999, HCL focuses on transformational outsourcing, underlined by innovation and value creation, and offers integrated portfolio of services including software-led IT solutions, remote infrastructure management, engineering and R&D services and BPO. HCL leverages its extensive global offshore infrastructure and network of offices across the globe to provide holistic, multi-service delivery in key industry verticals including Financial Services, Manufacturing, Consumer Services, Public Services and Healthcare. HCL takes pride in its philosophy of Employee First which empowers our transformers to create a real value for the customers. Want to learn more on HCLs Order Provisioning services Contact: telecom.bpo@hcl.com www.hcl.com www.hclbpo.com