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HCL Facilitates Improved Customer Experience for a
Leading Communication Service Provider thus Enabling it to
Retain the P...
CLIENT PROFILE
Supplier of communication services to corporate
and government customers worldwide.
Its retail division is ...
BUSINESS CHALLENGES
• Management of existing telecom services
• Identification of inefficiencies in areas such as
testing/...
HCL’s SOLUTION
• Complete the transition of 200+ applications from multiple IT
service providers of client in a short time...
IMPACT DELIVERED
Incident Reduction Pioneering Strategic Initiatives
Incident Handling Cycle Time Reduction
Value Creation...
QUESTIONS
Click here to download the
Document
• What were the client’s business objectives ?
• What were some of the chall...
$6.5 BILLION | 105,000 EMPLOYEES | 31 COUNTRIES
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HCL FACILITATES IMPROVED CUSTOMER EXPERIENCE FOR A LEADING COMMUNICATION SERVICE PROVIDER THUS ENABLING THEM TO RETAIN THE POSITION OF "SUPPLIER OF CHOICE"

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"Through its Global Services Division the client is a supplier of communication services to corporate and government customers worldwide. The client wanted to
- Decrease OPEX and optimize investments in engineering new telecom solutions
- Reduce the occurrences of reactive incidents through proactive management

HCL helped the client achieve about 92% reduction in the total incident trend with a 50% reduction on Incident Mean Time to Resolve (MTTR) to improve Cycle Time and
Customer Experience."

Published in: Business
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HCL FACILITATES IMPROVED CUSTOMER EXPERIENCE FOR A LEADING COMMUNICATION SERVICE PROVIDER THUS ENABLING THEM TO RETAIN THE POSITION OF "SUPPLIER OF CHOICE"

  1. 1. HCL Facilitates Improved Customer Experience for a Leading Communication Service Provider thus Enabling it to Retain the Position of “SUPPLIER OF CHOICE”
  2. 2. CLIENT PROFILE Supplier of communication services to corporate and government customers worldwide. Its retail division is a supplier of telephonic, broadband and subscription television services. For the financial year 2013, client reported annual revenues of EURO 18 Bn. • Region: Europe • Industry Domain: Telecommunications • Area of engagement: Integrated Services • Functional Areas: Retail, wholesale, global services, and last mile services
  3. 3. BUSINESS CHALLENGES • Management of existing telecom services • Identification of inefficiencies in areas such as testing/ development/ design that have an adverse impact on application support and maintenance • Knowledge acquisition and cooperation from incumbent vendors as well as ensuring “Business as Usual” • Mobilize & Operationalize a global consulting team • Determining complexity with existing technical information
  4. 4. HCL’s SOLUTION • Complete the transition of 200+ applications from multiple IT service providers of client in a short time • An accelerated ramp-up of 1000+ FTEs in a short span of three months enabled transition of 60% of the in-scope • Contract ASPICIO started with 1000+ resources and 250+ applications which ramped down to 450 resources supporting ASM operations and 170 applications • HCL tied its revenues to customer experience improvement targets, one of the parameters on which client measures its performance
  5. 5. IMPACT DELIVERED Incident Reduction Pioneering Strategic Initiatives Incident Handling Cycle Time Reduction Value Creation Reduced Operational Risk Improved Customer Service Strategic Initiatives leading to performance excellenceReduction in the total incident trend Reduction in faults handled and calls about customer issues Reduction in cycle time with SLA’s being met consistently HCL has looked at E2E ownership, thus providing benefits which have added to the bottom line and enhancing customer experience Business process audit to identify gaps and track them through continuous service improvement plans
  6. 6. QUESTIONS Click here to download the Document • What were the client’s business objectives ? • What were some of the challenges that the client was facing? • What was the solution architecture that HCL used for this assignment? • What were the service metrics for the above engagement?
  7. 7. $6.5 BILLION | 105,000 EMPLOYEES | 31 COUNTRIES

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