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Incredible Transformation of a Store Support/Service Desk to an Elevated Customer Service Experience

Incredible Transformation of a Store Support/Service Desk to an Elevated Customer Service Experience

Customer Experience has never been more critical and enterprises need to focus extensively on customer-centricity. In the current challenging times, continuously adapting to growing customer needs is critical to build positive customer loyalty.

Hexaware supported an Australia-based retail giant, with 3000+ stores and serving over 29 million customers every week in Australia & New Zealand, to transform their store service desk operations by taking ownership of end-to-end facilities management to ensure asset availability and maximized asset lifecycle, optimize costs and improve technician effectiveness. Key solution highlights are:

  • 53% FTE reduction through automation and technology innovations
  • 21% TCO benefits passed to the clients resulting in savings
  • 80% improved stores revenues
  • Swifter resolutions and higher customer satisfaction scores
  • Reduction in call volumes, asset performance monitoring and more

Hexaware assisted the client in transforming their contact center into a profit center with digitally enhanced products, enabled utilization of applications to their full potential and provided delightful customer service experiences.

Find out how Hexaware delivered an elevated customer experience by leveraging futuristic technology and quality compliant operations

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