Project: Increasing Transactional Sales Rate
eClerx CHAT-Repair process deals with customers reaching client website for account related/Repair issues and supporting customer in resolution through Chat. We also pitch customers by offering to add services like Internet, Cable, phone and home security in addition to existing products. This project aims to improve Transitional Sales Rate (%) from the baseline of 0.91% to 1.75% of total Chat interactions. This will improve Client revenue and also enhance profitability and business prospects for eClerx.
Project: SRG Supply to GGS-IV (M/s ONGC) Using LG line of RIL
Enhanced Liquid Hydrocarbon Production of GPU GAIL Gandhar by more than 40 MT/Day through Semi Rich Gas Supply from GAIL Gandhar to GGS-IV (M/s ONGC) using Lean Gas Pipeline of M/s RIL Dahej. GGS-IV act as rich GAS source as well as downstream consumer- Double profitable long time sustainable partner.
Impact of this project (i) Turnover of GAIL increase by more than 53.44 Crore/ Year (ii)Net Profit increase by more than 17.04 Crore/Year (iii) Rich HP Gas Quantity increased by 0.600000 MMSCMD.
Project: Content Quality & Automation
Content is a driver of any website and dell.com/Support is not an exception. We have enormous amount of content (approximately 20 million+ pages) on our website that guides our customers to find right solutions. This enormous content also gives us the challenges of Accuracy, Availability and Findability.
The Content Quality team was formed to address these issues of content inconsistencies like Broken links, Broken images, Translation issues, Grammar, Spelling, Content complexity, Style, Missing search information.
Project: Carbon Footprint Reduction by Improving Co2 Yield
Present Chittoor Plant CO2 yield is 61.2%. Low CO2 yield Impacting on Manufacturing Cost by Rs 0.10 Cost Per Case and Green house Emission. If we Improve yield to 86% that will result in Saving of Rs.25 Lakhs in INR.
Project: NPS Improvement – Enhancing Provider Experience
The project aims at improving provider experience by giving them speedy resolution on their queries. We have achieved this through significant upstream transformation on Provider Data Operations, Claims Operations & Voice Operations through a combination of Smart Scripts, RPA and Cognitive & Artificial Intelligence. This has resulted in business value of $26 Mn to the client, $2.4 Mn to Wipro and NPS improving from 46 to 52 basis points.
Project: Accel Revenue
ACCEL REVENUE is a key strategic project for enhancing organizational revenue by improving resolution percentage for an e-commerce giant. Besides being a 2019 business excellence award winner, it also yielded more than 5.7 crores INR in revenue. The project improvements resulted in multiple benefits including 9% follow up reduction, 4.9 Min TAT reduction, 12% improved employee satisfaction, 67% improved performance incentive. The project also got replicated across multiple locations.
Project: Project ‘Anubhav’ (Experience) – Improve Net Promoter Score (NPS) for Axis Bank New Customers
Project ‘Anubhav’ focused on improving the ‘Net Promoter Score’(NPS) for new customers in Axis Bank Distribution channel from 52 to 58 using Six Sigma Methodology and Quality Tools.
At the end of the project, NPS improved from 52 to 63 and is sustained at 60(Oct’19 YTD) due to tactical and structural solutions around People, Process and Technology themes. Additionally, Grievances Incidence Rate came down from 63 to 50. Cross sell% improved from 33% to 36%.
Project: Net Promoter Score Improvement
It was observed that due to competitive market, we have to stay on top on NPS numbers to fetch more business from the client. It also support the customer in increasing their customer base. Business was able to maintain the No.1 position, but looking for Black Belt’s help to maintain a significant difference from No.2 site. This project was also supporting client strategy 2019.” The goal is to achieve the stretch target of NPS – 42% and sustain the scores month on month. This project was a blend of Continuous Improvement and Strategic process Change as both the philosophies were implemented in the project. This is to drive overall
Project: Product Data Support – Quality Improvement
eClerx provides end-to-end data enrichment activity for Client website for its Maintenance, Repair and Operations products. The Client allocated a very complex project for HVAC (Heating, Ventilation and Air Conditioning) products. Complexities lead to multiple reworks and conflicting feedbacks which resulted in client dissatisfaction. This Six Sigma project lead to improvement in First Pass Quality from 78.2% to 95.9% and also 50% bench cost reduction. Furthermore, renewed client confidence lead to two new business opportunities.
Project: CSAT Improvement
Leading Insurance Company is a long-term life insurance provider in India & Concentrix as a vendor partner handles following services for them: Customer Service, Customer satisfaction, Premium Collections, Customer Retention, Online Sales and Generating Leads from Lead Warming Contact Center.
Client’s customer satisfaction levels for contact centre was at 30% and cross selling was trending low at INR 9.3 Crores in 2017-18, when this engagement started. The challenge was not only to increase Happy and delighted customers to >50%, but also to help client turn around its contact centre to a revenue centre by generating sales over INR 11.9 crores in 2018-19.