HCL improves operational flexibility and reduces                                                   cost by over 50% in Ord...
THE SOLUTION                                                                              CUSTOMER TESTIMONIAL    The solu...
Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use dig...
BPO Case Study: HCLT improves operational flexibility and reduces cost by over 50% in order management for a global suppli...
BPO Case Study: HCLT improves operational flexibility and reduces cost by over 50% in order management for a global suppli...
BPO Case Study: HCLT improves operational flexibility and reduces cost by over 50% in order management for a global suppli...
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BPO Case Study: HCLT improves operational flexibility and reduces cost by over 50% in order management for a global supplier of office products

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BPO Case Study: HCLT improves operational flexibility and reduces cost by over 50% in order management for a global supplier of office products

  1. 1. HCL improves operational flexibility and reduces cost by over 50% in Order Management for a global supplier of office products BACKGROUND  Our client - a global supplier of office products and services, required support for Fax Order Management and was particularly keen on reducing the escalating costs of Order Management. Another key requisite was that the Perfect Order Rate be maintained at over 99% at all times  It chose HCL as its outsourcing partner to leverage the strong expertise and skills in Fax Order Processing that HCL offers, which could significantly benefit overall operational efficiency and flexibilityCHALLENGES / OBJECTIVES SNAPSHOT Perfect Order Rate to be kept at over 99% at all times Smooth communications to be ensured between end  Horizontal: Business Services customers, suppliers / vendors, carriers / forwarders  Industry served: Retail & CPG Reducing the escalating Order Management cost  Service Areas: Order Management
  2. 2. THE SOLUTION CUSTOMER TESTIMONIAL The solution comprised several processes, which were streamlined for optimal “I am especially proud of the relationship effect: the organization has with HCL since I am  Processing fax orders received from customers and ensuring the systematic the one who made the first decision to work follow-up of incomplete orders with you. (I would not admit it if the results  Options for credit card information from customers / banks to process online were not so great). I appreciate all you do orders for us and have all the confidence in the  Resolving customer queries through email and chat world that we will continue to have a long  Tracking open POs and expediting vendors for scheduled deliveries and prosperous relationship. Thanks again  Monitoring scheduled product deliveries to end customers for your time, efforts, and results.”  Providing Business Review and Usage reports to national account - V.P. Customer Service, Business Solutions managers for a holistic view of operations DivisionRESULTS / BENEFITS Fax Order Accuracy Rate increased from 95% to >99% at all times 75% of Virtual Warehouse vendor issues were resolved within 0 – 1 day Improved operational flexibility with more than 1 million orders processed every year Reduced order management costs by 50% Achieved 99% on-time delivery through real time route management
  3. 3. Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering tobuild superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 88,000 of us bright sparks are busydeveloping solutions for 500 customers in 31 countries across the world.How can I help you?www.hcltech.com

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