Essay About Customer Help Desk And Crm Clients

Hcl Crm Domain Expertise
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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
HCLs CRM clients benefitted from HCLs 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 POs & expediting scheduled deliverys
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