HI-TECH

Genpact helps a global manufacturer of printers and other imaging solutions to increase customer satisfaction and drive revenue growth
About the client
A global name in photographic films, cameras, printers and other imaging solutions A global manufacturer of hi-tech products partnered with Genpact to provide product support for its printers with the objective of improving customer satisfaction. Result: Sustained improvement in Customer Satisfaction Scores by 12%.

Industry
Hi-Tech

Business challenge
As its customers shifted to digital technologies, the client embarked on a major transformation in its product strategy. Inkjet printers and commercial printers were now core to clients portfolio. The product support function was struggling to respond due to lack of mature process and usable insights resulting in: Limited number of issues resolved on first call Training time increased by 30% due to high attrition Inability to handle seasonal variations in volumes No process for agent selection Inconsistent customer experience due to lack of proper controls Agents placed more importance on number of calls handled rather than quality of resolution

Business need addressed

Technical and Non-Technical Customer Contact Center Support for United States, Canada, Australia and New Zealand to improve customer satisfaction 24X7 support for various modalities such as Phone, Chat and Email 19 Printer Models supported 30 K incidents per month on phone, chat and email with ~2x volumes during the holiday season

Result
86% Resolution on first call 80% Customer satisfaction scores

The Genpact approach

A transformation plan for improving the efficiency and effectiveness of the operations was implemented by applying Lean and Six Sigma principles to enable the clients product support to be a competitive advantage. Key performance measures and drivers were baselined and linked to business outcomes Streamlined the existing process for cost reduction and effectiveness In the next wave of the transformation the drivers of performance variability were identified and lean and Six Sigma interventions implemented to further improve the process outcomes

Customer testimonial
truly appreciate your dedication, hard work and commitment to our customers making us all better able to exceed our customers expectation and deliver superb support for each contact Client Strategic Planning Manager

The Genpact solution

The processes from the client were transitioned in a short timeframe using our proven toll-gated methodology to minimize any risk to continuity of service.

Multiple channels (phone, chat, e-mail) L1 Support Recommended fixes based on experience and knowledge base Trigger warranty Support recently launched printers Capture complaints and forward to design teams to improve the product Multi-channel technical product support for end customer White glove Support office series customers Priority resolution including following up to closure Higher levels of customer satisfaction Support for highly valued customer Loyality support Offered additional services Higher levels of customer satisfaction Escalated technical support Feedback to product development and knowledge management team

New product launch

L2 Support

A continuous improvement framework leveraging insights and best practices has been put in place to move to Best in class support operations.

MANAGED Customer satisfaction 68% to 76% Customer first call resolution increased from 44% to 67% KB Usage AHT RCCA & Visual Dashboards implemented Close looping with verbatim analysis for agent feedback

OPTIMIZED Customer satisfaction 76% to 80% Customer first call resolution 67% to 72% AHT 31 min to 27 min Lean and Six Sigma implementations

BEST IN CLASS Change modality mix - Phone to chat and Self help Incident elimination Streamline upstream processes Improve product design based on insights from product support Cost out e.g. No Problem Found printers % reduction

BEST IN CLASS TALENT ENGAGEMENT Incorrect hiring, inadequate training and agent attrition was identified as a key cause of loss of knowledge, lower first call resolution and customer dissatisfaction. A focused approach to talent management and engagement helped ramp to 300+ agents and start delivering to service levels in a short span of time. Recruitment: Use of voice and non-voice screening tools and involvement of trainers and front line managers helped recruit the right candidates in a short time span. Right mix of experienced resources and managers were deployed to provide active floor support to guide newer agents and minimize errors and to handle complex queries and irate customers. Training: A toll-gated training program was rolled out to ensure high quality with innovative delivery techniques Blended learning focused on knowledge based and soft skills training Technical and process trainings from SMEs, process coaches, managers Self-paced learning modules for soft skills like call handling, cultural orientation, problem understanding Peer learning buddy programs for new agents complement intense class room trainings

Vitality trainings and simulator based refresher sessions are organized for frequently occurring issues based on daily metrics Individual training curriculums tailored based on analytics Retention: Employees are supported in there career development with structured programs. Attrition was managed down to 10.2% on an annualized basis - significantly below industry averages through employee engagement programs like Skip level meetings, employee meets, fun @ work events, family connects and celebrations on milestones, birthdays/ anniversaries etc. to create an inspiring work environment.

Business impact delivered

Helping the client grow with 76% customer satisfaction during peak shopping season 8% increase in customer satisfaction contributing to USD 15 million increase in revenue Close alignment with the engineering team of the client 122K business impact delivered within initial 6 months of operations through product improvement ideas Analytical insight to identify top issues and top models causing problems >50 key software releases and knowledge base solutions contributed

About Genpact Genpact is a global leader in business process and technology management services, leveraging the power of smarter processes, analytics and technology to help its clients drive intelligence across the enterprise. Genpact provides a portfolio of process-driven services strengthened by its industry vertical domain expertise, analytical insights, and intelligent technology solutions for better business outcomes. www.genpact.com 2012 Copyright Genpact. All Rights Reserved.

For More Information, Contact: product.support@genpact.com Visit us at: http://www.genpact.com/home/solutions/ contact-center/technical-and-product-support