Hcl Crm Domain Expertise
Essay by bars18 • January 11, 2012 • Essay • 602 Words (3 Pages) • 1,511 Views
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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