An American multinational enterprise with focus on direct e-commerce sales and the acting facilitator between other retailers and their customers sought to enable a safe business continuity in a remote setting for risk-free delivery of essential goods with real-time tracking and 24*7 support.
The client needed an e-commerce expert with extensive experience in handling major customer demography to help them in:
- Contactless deliveries with support for over 70% volumes of order and returns management
- Help in managing peak sale season
- Talented new hires to meet the pandemic surge of requests and more
Hexaware partnered to provide the client with a sustainable remote workforce model leveraging intelligent operations and smart automation through an omnichannel and multi-lingual work-from-home Contact Center. The benefits our solution delivered includes:
- 90% certified OJT to BAU
- Green on all major metrics within 60 days of Go Live
- Hattrick of wins at the Customer Obsession Awards
- 350 staff on-boarded within 7 weeks of initiation and many more
