Case Study: How HCL Halved Their Customer Complaints


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HCL needed a solution that would help drive the business forward and the real-time management information within OPX became an essential contribution towards strategic decision making.

OPX collates service requests from phone, post or e-mail. Transactions are processed, whether manual or robotic, all supported by an operational agility dashboard that sits across the top. The ‘Get Next’ approach ensures the work is prioritised by what is best for the business and ensures staff are not ‘cherry picking’ work. When complexities arise, as they do, staff can make use of a host of OPX functionality, providing a tailored customer experience; all managed centrally by OPX.

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