Global Printer Case Study

7/30/2019 Global Printer Case Study

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H I - T E C H

Genpact helps a global manufacturer of

printers and other imaging solutions toincrease customer satisfaction and driverevenue growth

About the client

A global name in photographic lms,

cameras, printers and other imaging

solutions

Industry

Hi-Tech

Business need addressed

Technical and Non-Technical Customer

Contact Center Support or United States,

Canada, Australia and New Zealand to

improve customer satisaction

24X7 support or 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 rst call

80% Customer satisaction scores

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 or each contact

Client Strategic Planning Manager

Business challenge

As its customers shited to digital technologies, the client embarked on a

major transormation in its product strategy. Inkjet printers and commercial

printers were now core to cl ients portolio. The product support unction

was struggling to respond due to lack o mature process and usable

insights resulting in:

Limited number o issues resolved on rst call

Training time increased by 30% due to high attrition

Inability to handle seasonal variations in volumes

No process or agent selection

Inconsistent customer experience due to lack o proper controls

Agents placed more importance on number o calls handled rather than

quality o resolution

The Genpact approach

A transormation plan or improving the eciency and eectiveness o theoperations was implemented by applying Lean and Six Sigma principles to

enable the clients product support to be a competitive advantage.

Key perormance measures and drivers were baselined and linked to

business outcomes

Streamlined the existing process or cost reduction and eectiveness

In the next wave o the transormation the drivers o perormance

variability were identied and lean and Six Sigma interventions

implemented to urther improve the process outcomes

A global manuacturer o hi-tech products partnered with Genpact to

provide product support or its printers with the objective o improving

customer satisaction. Result: Sustained improvement in Customer

Satisaction Scores by 12%.


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The Genpact solution

The processes rom the client were transitioned in a short timerame using our proven toll-gated methodology to minimize any risk

to continuity o service.

Multi-channel

technical product

support or end

customer

L1 Support

Multiple channels (phone, chat, e-mail)

Recommended xes based on experience and knowledge base

Trigger warranty

New product launchSupport recently launched printers

Capture complaints and orward to design teams to improve the product

White glove

Support oce series customers

Priority resolution including ollowing up to closure

Higher levels o customer satisaction

Loyality support

Support or highly valued customer

Oered additional services

Higher levels o customer satisaction

L2 SupportEscalated technical support

Feedback to product development and knowledge management team

A continuous improvement ramework leveraging insights and best practices has been put in place to move to Best in class

support operations.

MANAGED OPTIMIZED BEST IN CLASS

Customer satisaction 68%

to 76%

Customer frst call resolution

increased rom 44% to 67%

KB Usage

AHT

RCCA & Visual Dashboards

implemented

Close looping with verbatim

analysis or agent eedback

Customer satisaction 76%

to 80%

Customer frst call

resolution 67% to 72%

AHT 31 min to 27 min

Lean and Six Sigma

implementations

Change modality mix - Phone to

chat and Sel help

Incident elimination

Streamline upstream processes

Improve product design based on

insights rom product support

Cost out e.g. No Problem Found

printers % reduction


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BEST IN CLASS TALENT ENGAGEMENT

Incorrect hiring, inadequate training and agent attrition was

identied as a key cause o loss o knowledge, lower rst call

resolution and customer dissatisaction. A ocused approach

to talent management and engagement helped ramp to 300+

agents and start delivering to service levels in a short span o

time.

Recruitment: Use o voice and non-voice screening tools

and involvement o trainers and ront line managers helped

recruit the right candidates in a short time span. Right mix o

experienced resources and managers were deployed to provide

active foor 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 ocused on knowledge based and sot skills

training

Technical and process trainings rom SMEs, process coaches,

managers

Sel-paced learning modules or sot skills like call handling,

cultural orientation, problem understanding

Peer learning buddy programs or new agents complement

intense class room trainings

Vitality trainings and simulator based reresher sessions are

organized or requently 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 - signicantly belowindustry averages through employee engagement programs

like Skip level meetings, employee meets, un @ work events,

amily connects and celebrations on milestones, birthdays/

anniversaries etc. to create an inspiring work environment.

Business impact delivered

Helping the client grow with 76% customer satisaction

during peak shopping season

8% increase in customer satisaction contributing toUSD 15 million increase in revenue

Close alignment with the engineering team o the client

122K business impact delivered within initial 6 months o

operations through product improvement ideas

Analytical insight to identiy top issues and top models

causing problems

>50 key sotware releases and knowledge base solutions

contributed


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About Genpact

Genpact is a global leader in business process and technology management services,

leveraging the power o smarter processes, analytics and technology to help its clients driveintelligence across the enterprise. Genpact provides a portolio o process-driven servicesstrengthened by its industry vertical domain expertise, analytical insights, and intelligenttechnology solutions or better business outcomes.

www.genpact.com

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Global Printer Case Study