Case Study: An International Publishing Company achieves significant incident reduction and improved customer experience with HCL

An International Publishing Company - Customer Case Study

An international publishing company with offices in 41 countries engaged HCL to address frequent seasonal ramp-ups and downs, an uninformative messaging system, and a complex ticketing and reporting environment that hurt customer experience. HCL provided technical support services (telephone plus 24x7 email and chat) and deployed a flexible staffing model and enhanced incident-response functionality to stabilize operations.

HCL hired temporary staff for rapid scale, increased IR messaging and functionality, and streamlined reporting through walkthroughs and process changes; the team handled 5,000–7,000 incidents per month. As a result, HCL delivered measurable improvements including reduced incident volume, lower escalations to Level 3, better multilingual support, and improved CSAT scores.