Case Study: Global Supplier of Office Products and Services achieves 98%+ order resolution and resilient service-request handling with HCL

HCL Helps A Global Supplier Of Office Products And Services Discover A Better Way To Handle Service Requests

HCL worked with a global supplier of office products and services — a retail and B2B company founded in 1986 with roughly USD 17 billion in pro forma annual sales and operations in 57 countries — to improve its customer relationship management. The customer faced shrinking pricing, 31 different SLAs across multiple lines of business, frequent ad‑hoc special‑project requests while processing about 45,000 orders per month, strict quality targets (returns below 1%), and demanding contact‑center metrics (chat abandon <2%, ASA <20s).

HCL implemented CRM and operational support solutions including real‑time queue management, a dedicated SL lead, cross‑process seat sharing, trainer/mentor support for spikes, self‑developed macros and Kaizen improvements, and extended chat coverage. As a result HCL delivered on special projects without extra hires, achieved over 98% resolution quality, maintained returns under 1% while handling peak volumes, supported COPC 2.5 certification, and reduced AHT and overall costs for the customer.