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HCL Technologies BPO Services Ltd.


HCL Technologies BPO Services Ltd.

Customer Relationship Management (CRM)


A Quality Product from
HCL Technologies BPO Services Ltd. [View Profile]
Bangalore - India

Description :
Today’s customers are armed with more information, more choices and more leverage than ever before—and their reach has never been greater. With razor-thin switching costs and little loyalty among end consumers, it is critical to provide customers with the rich, personalized, anytime and anywhere experience they expect in order to retain them. An inability to provide this type of experience can directly impact a company’s brand and profits as customers opt for competitive products and services.

To compete and innovate, businesses not only need a 360-degree view of the customer, they need to break down information silos and make this view consistently available across sales, marketing and customer service. In this way, customers can have a consistent unified experience at each touchpoint and personalized interaction regardless of the communication channel.
Process First, Technology Second

HCL’s focus on traditional CRM systems and solutions and forward looking Customer Experience Management (CXM) strategies enables business process optimization through an outside-in perspective.

HCL’s Customer Experience Management strategies and solutions help our clients think strategically about CXM through a “process first, technology second” approach. We are able to provide our clients with an effective and measurable CXM strategy based on upfront strategic consulting—including business-case development, road map and blueprint development, process re-engineering and capability maturity modeling. We build on that strategy with end-to-end implementation and support, backed by close industry partnerships with, Oracle, Microsoft, SAP and others.

Taking advantage of agile private and public cloud solutions is a cornerstone of our strategy. The very latest in CRM cloud enablement helps our clients quickly determine readiness and develop an actionable road map for moving to the cloud—and leverage all the agility and cost benefits that come with it. Our industry-leading Oracle/Siebel and SAP CRM offerings mean customers in industries that demand on-premise solutions can continue to enhance their CXM capabilities.

Our CRM and CXM service offerings are supported by the following solutions:

CXM/CRM Package Selection
Hybrid/Co-existence Model
Platform as a Service (PaaS)
Service Transformation in the Cloud
Oracle Fusion Sales Cloud in a Box Accelerator
Master Data Management (MDM)

Managed Experience, Measurable Results

HCL maintains a focus on measurable business benefits throughout the development and implementation of its CRM solutions. These benefits include:

Increased brand awareness
Enhanced lead generation and qualification
Increased sales through improved closure rates
Improved customer satisfaction
Faster time to market
Increased customer retention and loyalty
Improved customer service with faster resolution

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HCL Technologies BPO Services Ltd.

The focus on and commitment to BPO is based on the following assets and attributes of the parent organization: HCL Technologies: Global Client Base & Relationships - HCL-T’s global relationship base consists of approximately 454 clients, including 61 Fortune 500 organizations, in such high propensity to and potential of outsourcing Sectors as IT / I.S / Insurance/ Financial Services / Retail. Global Presence & Reach - HCL-T operates in 15 Countries across 20 locations between U.S.A, Europe and Asia-Pacific, deploying over 100 Customer Relationship Managers (over 70 of whom are located in the U.S.A). This network ensures effective and responsive Client Relationship Management. Related Technology Domain Expertise - HCL-T has developed extensive expertise in a wide range of emergent and mainstream Technology Domains. Some of these Domains bear a direct relationship to a wide range of B.P.O services - e.G. CRM/ ERP/ SCM/ Imaging & Workflow etc. Relevant Industry Practices - In addition to Technology Domain expertise, HCL-T has also developed a number of Industry Practices, including Banking / Funds Management / Insurance / Retail. Funding & Scalability - HCL’s BPO operations have been totally funded from internally generated resources, enabling the rapid ramp-up of delivery infrastructure in diverse locations and countries as well as significant enhancements in delivery Reliability, Security and Quality.

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