http://www.hcltech.com/business-services/overview~ More on Business Service 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.

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. 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 BPO's
Ÿ
applications and performance management tools to drive
experience and knowledge in Telecom Order
continuous improvement
Fulfillment
Working knowledge in handling Client's 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 Customer
Annual savings of USD 400k and
Ÿ 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 same
Process Redesign of an Order processing
Ÿ
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 HCL's Order Provisioning services
Contact: telecom.bpo@hcl.com
www.hcl.com www.hclbpo.com