Multi-Channel Customer Service
Technical & Product Support
Generating Smart Technical Support Impact
Superior customer service must deliver year-on-year productivity that both enhances customer satisfaction and reduces the total cost of operations - not just those in customer support. Genpact's Technical and Product Support solution leverages our 17-year heritage of designing, transforming, and running remote multi-channel, multi-lingual customer service outsourcing solutions enhanced by Lean Six Sigma, analytics, and cross-functional operations design. Our business impact spans across superior technical support, contract management, logistics management, customer relationship management, business management, reporting, and analytics.
Genpact's approach to technical support services and end-user computing outsourcing focuses on generating true business impact. We leverage deep domain expertise and a proven blend of operations and technical skills, including considerable expertise in product support.
Our advanced operating model provide strong customer experience management from global centers in the Philippines, India, Mexico, Hungary, Romania, and China. Each center can receive inquiries through multiple channels, including voice, email, web, chat, and self-help. Our multi-channel customer service support relies on technology expertise in functional areas such as in-house service management for transparent workflow and customized reporting. Our Smart Enterprise ProcessesSM proprietary framework effectively integrates technology and Data-to-Action AnalyticsSM to drive growth, reduce risk, and enhance compliance, and is built on our Lean and Six Sigma heritage as a former General Electric division. We can easily integrate our Systems of EngagementTM with existing customer systems to ensure tighter focus on security and reduced costs for contact center operations, as well as robust disaster recovery and business continuity-planning mechanisms.
The result is intelligent customer operations that sense, act and learn from their actions - at scale.
Genpact's customer service outsourcing solutions take a process-driven approach. We deliver impact via robust use of Lean Six Sigma analytics and our commitment to reducing the total cost of operations through increased efficiency.
Product support helpdesk transformation drives growth through higher customer satisfaction
A global printer manufacturer's low customer satisfaction impacted sales and resulted from high employee turnover, an inability to handle seasonality, and a low first call resolution rate of 14%. Genpact conducted detailed process mapping to link key performance drivers to outcomes, and created a transformation plan. This delivered consistent customer satisfaction of 74% for more than five months (78% during the holiday season), and more than 300 agents were smoothly on-boarded within six months.
Smarter warranty management increases claims recovery 122% and reduces part returns by 47%
A global healthcare company was challenged by a slow cycle for returning defective parts (47 days), with only 18% of claims for these parts recovered from suppliers. Genpact overhauled both processes with smarter technology for digitizing returns data and better data storage, and by analyzing parts and claims IDs for better visibility into recovery. This delivered $8 million in cash through increased recoveries in one year, and $2.5 million savings in credit re-bills.