Omnichannel Customer Service
Technical and Product Support
Generating Smart Customer Service Impact
Superior customer service must deliver year-on-year productivity that enhances customer satisfaction and reduces the total cost of operations. Genpact's Technical and Product Support solution leverages our expertise in designing, transforming, and running remote, omnichannel, and multilingual customer service operations.
We deliver business impact across technical support, contract management, logistics management, customer relationship management, business management, reporting, and analytics.
Genpact's technical support and end-user computing services generate true business impact. We architect the Lean DigitalSM enterprise by combining design-thinking principles with Lean approaches, digital technologies and analytics, and product support expertise. Our approach reimagines organizations beyond the front, middle, and back office to deliver end-to-end digital solutions that deliver business outcomes.
We enable organizations to serve their end-customers 24 hours a day, seven days a week. Each center in our global delivery model can handle inquiries in multiple languages through multiple channels, including voice, email, web, chat, and self-help.
Our omnichannel customer service support draws on our technology expertise in areas such as in-house service management. Combined with our Smart Enterprise ProcessesSM proprietary framework, which integrates technology and Data-to-Action AnalyticsSM, and our easy-to-deploy Systems of EngagementTM, we help clients to deliver growth, reduce operating costs, mitigate risk, manage business continuity, and enhance compliance.
The results are intelligent customer operations that sense, act, and learn from their actions - at scale.
Genpact’s Technical and Product Support solutions have delivered solid and measurable business benefits.
Transforming product support helpdesk operations improves customer satisfaction
High employee turnover, seasonal call volumes, and a low first-call-resolution rate (14%) were impacting customer satisfaction levels for a global printer manufacturer. Genpact conducted detailed process mapping to link key performance drivers to outcomes, and created a transformation plan. This delivered consistent customer satisfaction levels of 74% for more than five months (78% during the holiday season), and facilitated smooth onboarding of more than 300 agents in six months.
Smarter warranty management increases claims recovery by 122% and reduces part returns by 47%
A global healthcare company had a slow cycle for returning defective parts (47 days), with only 18% of claims for these parts recovered from suppliers. Genpact overhauled both processes by deploying technology to digitize returns data and enhance data storage, and improve visibility into recovery by analyzing parts and claims IDs. This delivered cash benefits of $8 million through increased recoveries, and $2.5 million in savings.