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| Home > Our Services > Customer Relationship Management |
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 HCL CRM BPO is an end to end multi-channel integrated business service covering the entire customer life cycle management (including marketing support, sales support & customer service) that optimizes profitability, revenue, cost to serve and customer satisfaction through transformation enabled solution framework .
Some of the emerging trends in the CRM market are:
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Emergence of social media in the CRM service outsourcing sphere |
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Demand for platform based CRM delivery model |
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Adoption of business intelligence (BI) services along with CRM value chain and processes |
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Deployment of 24/7 virtual customer service center through multiple channels |
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| Business Pain Points |
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| Customer Service |
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Integrated Global delivery challenges with disparate service locations |
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Multi Channel Communication capability and customer adoption challenges |
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Poor Customer Satisfaction |
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High Cost to Serve |
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Lack of Customer One View |
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| Sales Support |
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Reaching the target segment |
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Poor Conversions |
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| Marketing Support |
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Identifying the Target customers |
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Poor Customer Retention and Loyalty |
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Non effective business communication |
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| HCL CRM Service Portfolio |
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| Services |
Service Overview |
Benefits Delivered |
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Customer Service |
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HCL Customer Service manages post sale customer touch points globally through multiple integrated channels with an objective to improve customer satisfaction and reduce cost to serve |
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Issue & Query handling |
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24x7 Customer Help desk |
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Online Complaint Management |
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Rating & Billing Support Services |
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Claims & Warranty Support Services |
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Order processing, RMA, tacking & status updates |
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Technology enabled through IVR, Call routing etc |
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Platform, tools and transformation led |
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Increased FCR by 20% and cSAT by 21% for UK’s Largest Telecom Provider |
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Enabled an Automotive client to achieve highest customer satisfaction in CSI & SSI J D Power survey thru improved customer one view and multi-channel integration |
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Sales Support |
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HCL Sales Support services assists clients in increasing sales and reducing cost per sale by providing effective presales, lead management and campaign management support |
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Pre-Sales Support |
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Sales Planning |
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Managing inbound & Outbound sales |
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Lead Quality Management |
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Cross sell & Up sell |
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Subscription Management |
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Referral verification |
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Technology enabled through Dialers etc |
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Improved sales conversion by 30% and sales funnel by 45% for a Global Auto OEM |
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Reduced sales to contact ratio for UK based large Energy Company by 10% |
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Marketing Support |
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HCL Marketing Support services assists clients with quality data to support them in making effective marketing decisions, to increase revenue, profitability and customer loyalty |
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Customer segmentation & profiling |
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Digital Marketing management |
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Campaign Design & Management |
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Promotional Planning |
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Feedback & loyalty Management |
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Social Media Support |
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Catalogue Support Services |
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Increased the effectiveness of feedback analysis and resolutions of customer complaints by 13% deploying social analytics services for a US based Grocery Retailer. |
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Improved promotional planning cycle time for a US Retailer by 8 days through historic sales analysis |
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| HCL’s Approach |
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Global Delivery footprint with right shore solution approach |
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Integrated workflow to provide single window process management |
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24/7 Multi Channel , Multi Lingual Service Capability |
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Use of internal IP Tools for service enhancements |
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Optimized channel deflection & sales improvement methodologies |
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Platform based service delivery approach with vertical wrappers |
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| HCL Differentiators |
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Multi – Channel based delivery with high deflection to low cost channels |
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Large spectrum of unique CRM sub – processes covering the complete customer lifecycle management |
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Demonstrated capability to reduce cost to serve and improve customer experience |
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Demonstrated capability to sell while servicing |
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Business metrics-driven approach with continuous improvement |
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Analytics driven approach to sales and service |
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Integrated Quality Management System |
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Security Compliant (PCI DSS, ISO 27001) |
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Manufacturing CRM with 360 degrees integration with SCM, F&A |
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Dashboard and MIS available for real time agent availability and utilization management |
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CoE on Dialer and IVR Management |
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Robust Work Force Management System |
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| HCL Transformation Journey |
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| HCL’s CRM service approach transformed the customer life cycle management of one of the premier national retailers in North America by focusing on customer service, billing adjustment & collections. By choosing HCL CRM expertise, the client saved millions in cost, improved quality accuracy by 98% and ramped up operations by 40% during the critical holiday season. Similarly, HCL’s CRM solution reduced cost per call by 50% and achieved 96% collections during bucket 1 period of 30 days. |
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| Domain Expertise – People |
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Neeraj Tandon
Business Unit Head
Neeraj has been associated with IT and outsourcing business for the last 20 years. He was a part of the start up team of HCL BPO operations. Prior to taking up his current position as Global Solution Head, he has been the head of business for Europe architecting major wins in the Utility sector and also served a short period as head of Retail business for US. Neeraj is a qualified management graduate from the prestigious IIM (Indian Institute of Management) and holds a bachelors in science and technology from IIT (Indian Institute of Technology)
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 R. Rangarajan
Global Delivery Head
Rangarajan has over 31 years of experience in the IT/ ITeS, and heads the quality functions across the organization. He has been associated with HCL’s BPO operations since the inception. For the past 9 yrs, he has focused on planning, designing & implementing BPO projects for global Clients. He has vast experience in Direct Sales, Marketing, Finance, Manufacturing and Distribution functions. With strong IT domain knowledge and extensive functional expertise, Rangarajan has been responsible for the process migration and delivery of various Fortune 500 Clients. |
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 Anita Barnard
GM-Operations - NI
Anita has worked for HCL since 2005 in the roles of Operations Manager, Head of Operations & Director and is currently the General Manager of HCL’s Northern Ireland Operations. With over 10 years Operational Management experience in the Contact Centre Industry, Anita has both inbound and outbound telesales experience in outsourcing and captive environments, as well as experience of managing large scale end to end processes for multiple clients, inbound, outbound, e-commerce and offline channels |
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 Sanjay Pahuja
General Manager – Work Force Management
Sanjay has 15+ years of experience in Manufacturing, IT/ consulting organization. Expertise includes Client relationships, Project management, Business Process Redesign and business case development, Industry specific solution development, Enterprise transformation & change management. Enterprise wide Business Process Redesign for leading telecom equipment manufacturer, Order fulfillment process improvement for leading publishing organization, Lead management system design for global automotive vehicle manufacture. IT project portfolio assessment and improvements for Auto OEM, Package evaluation and selection for leading investment banking organization in UK, supplier portal design for medical device manufacturer etc. |
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 Amit Roy
Practice Head – CRM
Amit has over 16 years of experience in marine logistics, marine engines, power plant commissioning, operations and distribution, retail operations in consumables & petroleum products. In addition, Amit has insightful experiences in Customer Relationship Management for large automotive companies, franchise establishment and water recycle management. He has experience in Siebel CRM, SAP CRM and has also worked in retail and commercial channel management with large organizations. |
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 Supreet Kaur Kondal
Sr. Manager - CRM Delivery
Supreet has over 11 yrs of experience and is part of the HCL team for the past 6 yrs. Supreet has diverse experience across verticals viz: Retail, Utilities, Telecom and Technical Support Services with core expertise in Customer Service, Project Management, Account Management, Client Management both existing and Prospective. Supreet has been involved in Devising structures / process excellence and delivery as per the defined SLA’s. Supreet has been involved in Establishing and Managing Client Relations. Supreet has also been involved in monitoring quality compliance to quality standards and processes & devising quality improvement strategies, processes & tools to minimize variations and divergences.
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 Siddhartha Yadav
Solution Architect – CRM
Siddhartha has over 9+ years of experience of industry experience and has joined HCL 1 year back. Expertise includes Infrastructure Planning, Solution Architecture, Functional Design, Software Development Process Management, Business/Technology Consulting and Technical Documentation. His experience in CRM includes MS Dynamics CRM administration, Installation and deployment, MS Dynamics CRM customization, workflow and add-ons development, Integration with other systems such as web based Dynamics CRM Customer Portals, Designed CRM Data Migration Architecture, CTI integration with MS CRM.
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| Email: Marketing.bpo@hcl.com |
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