Case Study: a Fortune 100 telecom services provider achieves faster, award-winning customer support with HCLTech

Fortune 100 Telecom Services Provider cuts onboarding time by 85% with HCL

The customer, a Fortune 100 telecom services provider, faced challenges with its manual and disparate call center operations. This required agents to correlate information from nine different platforms, leading to high call resolution times, customer frustration, and significant agent turnover. HCL stepped in to help build a more customer-centric organization and streamline these processes.

HCL introduced an intelligent information-sharing solution layered with predictive analytics and smart automation instead of a full platform overhaul. This included over ten ‘One Click’ fixes and a more user-centered interface. The solution helped the client achieve $600 million in addressable cost savings, reduced customer onboarding time by 85%, and cut operational overhead by 30%. HCL's efforts also significantly improved agent satisfaction and resulted in the client's tool being named “Best in Breed” by JD Power.