HCL Biz Apps - Customer Care for Utilities - 1 day assessment

HCL Technologies Limited.

Heightened customer expectation and siloed data leave companies scrambling to perfect the omin-channel experience.

Delivering superior customer service and customer experience are key challenges across all industries, especially in Utilities as customer have evolved to be more informed and involved. Work with HCL’s customer care experts to map out your full customer care story using the flexibility of Microsoft’s Biz Apps stack including customer service to implement your omni-channel solution at your own pace.

CHALLENGES - With quickly evolving trends in service and changing consumer preferences, it’s important to not only meet but exceed service expectations. Ideal Solution - With a focus on people, processes and automation, achieve a high-performance, omni-channel customer experience that will delight your customers and forge long-term relationships. DESIRED OUTCOMES - See quantifiable results and increase top-line revenue by reducing average handling time (AHT), agent onboarding time and turnover, agent inefficiency, increase first call resolution & customer satisfaction.

Customer Care for Utilities

  • INCREASE AGENT EFFICIENCY - Free up agents to handle more issues, bring them to resolution faster, and provide first call resolution by automated ticket triage through AI and IoT, providing machine-learning driven recommendations, and using a virtual assistant chat bot to provide customer support before they open a ticket. -IMPROVE CUSTOMER SATSIFACTION AND RETENTION - When agents and technicians have access to the right resources and data at exactly the point of need and given a single interface to view automated, actionable customer insights, it allows them to build deeper, long-standing customer relationships and help customers feel valued and fulfilled. -ONE PLATFORM, ONE INTEGRATED SOLUTION By utilizing Microsoft’s full suite of Business Applications along with HCL’s deep subject matter expertise, Utilities are quickly able to implement an omni-channel solution, leading to quickly realized return on their investment & empowered employees.

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