Case Study: Asia's Largest E-commerce Player Improves Quality Scores from 65% to 81% and Transforms Customer Experience with Hexaware

Transforming the Customer Experience for Asia’s Largest E-commerce Player

Largest eCommerce Player Company, a leading Asian multi‑billion dollar e‑commerce giant with over 80 million products, was facing declining customer experience due to fragmented quality processes, key call drivers like poor tagging and documentation, and customer service reps unable to resolve queries effectively. They engaged Hexaware to diagnose the gaps and drive a roadmap to restore best‑in‑class customer experience.

Hexaware delivered a CX and quality improvement program using Lean methodologies, Quality Function Deployment (QFD), Poka Yoke mistake‑proofing, bottom‑quartile staffing management and redesigned training as part of its digital and business process services. Hexaware also deployed control charts, tenure/team/shift error analysis and knowledge tests; within two months quality scores improved from 65% to 81%, with stronger process control, reduced risk and higher customer satisfaction.