Case Study: UK Based Telecom Service Provider achieves faster order processing and fewer cancelled orders with HCL

UK Based Telecom Service Provider - Customer Case Study

A UK-based telecom service provider, the nation’s largest, faced challenges with its order management system. With a vast customer base, it needed a single-point-of-contact to reduce processing times and order cancellations while improving overall customer service. To address this, the provider partnered with HCL to implement a solution for its repairs billing campaign.

HCL’s solution established an integrated and unified service framework to serve as a single touch point for the sales team. This involved a blended campaign to process orders and a dedicated team for jeopardy management. The results were significant, including a 30% reduction in cancelled orders and the maintenance of an order failure rate below 5%. HCL's work also drove substantial revenue generation, with over USD 14 million in revenues achieved for the client.