Sustainability-driven Ecommerce Contact Center Delivers Exceptional Employee and Customer Experiences
CASESTUDY
AI, ML, Virtual Assistants and Automation Deliver Operational Excellence and 99% SLA much to the customer’s delight
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M&C
Our Customer
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AT A GLANCE
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An American multinational and the largest global eCommerce and retail company with focus on direct e-commerce sales and who also act as the facilitator between other retailers and their customers.
Business Requirements
Deviations from the approved trial protocol are common during clinical trials. The client, a Clinical Operations Leader, found the overall management challenging as they work on an average with 15 systems, 10-12 SOPs, numerous forms, templates, checklists, and manuals for 3-4 trials simultaneously.
Urgent need to reinvent operations and provide uninterrupted services in voice and chat support
Contact-less movement and deliveries facilitation with resolution-based SLAs for over 70% volumes in order and returns management
Increased call volumes during the peak sale season ran the risk of potential staffing gap
Additional staffing buffer of 200% of average monthly staff during peak season, to meet the surge of requests during the pandemic
Reduce time/effort spent on new feature development
The client needed a partner who was an e-commerce expert with extensive experience in handling major customer demography (millennials) and could manage the peak season surge.
Delivering uninterrupted services, efficiently in the volatile global environment. Key challenges were safe business continuity in a remote setting, risk-free delivery of essential goods, real-time tracking and 24*7 support in the most convenient and secure manner.
A smart e-commerce strategy to help with streamlined operations for delivery of services
Maintain service quality of 95% and above throughout, irrespective of peak volumes/ nonpeak volumes
Our Solutions
Our Solution
Hexaware proposed a holistic solution to manage COVID-19-related protocol deviations and amendments happening during COVID-19 and a centralized hub to monitor clinical trials.
The first step was to set up a unified employee and sponsor experience.
OUR SOLUTIONS
Leveraging our steadfast strategies of Digital Leapfrogging, Secure Touchless Transitioning, and Automation-led Sustainable Cost Takeout we formulated a resilient and sustainable remote workforce model. Using an existing Hexaware facility we leveraged internal resources as seed team for faster ramp up.
Smart automation with Touchless Transition to drive a resilient and sustainability-driven solution. An intelligent operating model strategized to provide cost optimized, automated, resilient and a sustainability-driven solution for exceptional employee and customer experiences.
Deployed omnichannel (chat and voice) and multi-lingual work-from-home Contact center
Back-to-basic model implemented for hand holding of new staff while trainer trains the seed team created by Hexaware
100% onboarding and training of experienced ecommerce / BPO resources over virtual platforms with remote management
Virtual Requirement gathering workshops through client collaboration tool
Regular analysis of the Voice-Of-Customer (VOC) on Product / Services in order to provide timely feedback for improvements
Implementation of an efficient, secure and sustainable, work from home delivery model with specially designed desktops procured by Hexaware for the client.
Business Benefits
HIGHLIGHTS
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Our holistic solution for deviation and amendments management led to excellence in clinical trials operations, effort reduction, and performance improvement.
85% of interactions previously through calls are now routed through chat
30% faster onboarding with automation and other enhancements like quick routing
Increase in customer satisfaction through focussed data to insights
Reduction in number of licenses. 30% faster onboarding with automation and other enhancements like quick routing 85% of interactions previously through calls are now routed through chat
Delivering an attrition at less than 3% monthly for 24*7 inbound voice and chat program other business benefits include:
90% certified OJT to BAU, with green on all major metrics within 60 days of Go Live
15% AHT reduction in 8 weeks resulting into more volumes answered
140% volumes handled with intact SLAs
Appreciation for delivering highest capacity in May during the premier annual sale event
Hat-trick of wins at all partner based CSAT Awards for the chat, the monthly competition amongst all in-house centres and outsourced partners
80% CSAT achieved
9 weeks end-to-end transition timeline
Approx. 350 staff onboarded within 7 weeks of initiation
AHT delivery better than glide path assumptions for enhanced capacity in the first 90 days of Go Live and more
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