Customer complaint resolution

Increasing the resolution rate and customer satisfaction

Client Approach
Leading UK-based utilities service At the time of engagement, the client was In three months, the EXL solutions
enabled....
provider. experiencing complaints from nearly 12% of their

customers. The project goal was to increase the

Business Case
Energy companies in the UK are bound
by specific OFGEM regulations that
number of resolutions by 50% in the first three

months.
90%increase in
complaints
resolved

require the logging and resolution Problem

44%
of customer complaints in a timely The complaints management process was faced with improvement
manner. in regulatory
several challenges, including communication barriers
compliance
and use of manual processes which made it error
The client needed to improve their
prone.

31%
tracking and resolutions processes in
improvement in
order to become compliant and stay
overall process
To resolve these challenges, EXL introduced their
competitive. compliance
proprietary Business EXLerator FrameworkTM across

the customer complaints management process.

15% reduction
of open
complaints

ExlService Holdings, Inc. 2015

Customer complaint resolution
Solution
The Business EXLerator FrameworkTM integrates
operations management, technology and analytics
to identify and implement efficiencies into core
business processes.
EXL worked with the client across the entire
customer complaint life-cycle, including putting a
metric in place to measure customer satisfaction.
EXL also built a robust complaint management
process that enabled accurate and effective
complaint tracking, correspondence and resolution.
EXL used several tools from its repository, highlights
include:
Work allocation tool for back-end administration
activities; such as complaint form configuration,
rule-based work allocation, dashboards and
reports
Complaints management tool to maintain and
manage all complaints and reduce manual errors.
This document has been reviewed and approved
by the content compliance team for circulation outside EXL.
Automated letter generator to customize and
automate the client communication process.
Complaints analytics to generate insights into root
causes of complaints and to determine customer /
complaint profiles.
Business impact
Increased data accuracy
Improved productivity
Reduced cost per transaction
Faster revenue realization
About EXL
EXL (NASDAQ: EXLS) is a leading business
process solutions company that looks deeper
to drive business impact through integrated
services and industry knowledge. EXL
provides operations management, analytics
and technology platforms to organizations in
insurance, healthcare, banking and financial
services, utilities, travel, and transportation
and logistics, among others. We work as a
strategic partner to help our clients
streamline business operations, improve
corporate
finance, manage compliance, create new
channels for growth and better adapt to
change. Headquartered in New York and
in business since 1999, EXL has 23,000
professionals in locations throughout the U.S.,
Europe and Asia.
EXLservice.com