C O N TA C T C E N T E R
Product Support - Improve Customer
Satisfaction and Reduce Cost-to-Serve with
Intelligent Processes
The ability to build strong and profitable relationships with empowered customers
is critical as their expectations rise and competition for price and quality of products
intensifies. Companies today need to deliver superior customer experience throughout
the product lifecycle to enhance customer retention and increase lifetime value of
customer relationship.
Genpact offers a flexible and scalable Product Support solution that gives you the ability to maximize customer satisfaction by
consistently providing responsive, timely and accurate customer service; helping you better understand your customers and enhance
your future products.
KEY ISSUES
Cost
• On average, post-sales support
for hi-tech products costs ~6-9%
of revenues of software and
hardware manufacturers as well
as technology retailers
Customer Satisfaction
Scalability
• Higher customer satisfaction
enhances retention and increases
lifetime value of customer
relationship – increasing
satisfaction through higher
efficiency and effectiveness of
issue resolution demands process
maturity that many companies do
not possess
• Seasonality of revenues and
frequent new product launches
demand staffing flexibility, which
is hard for manufacturers and
retailers to accomplish
Our solution
variations in call volumes due to seasonal variations or events
like promotions, new product launches etc.
Genpact’s Product Support Solution helps clients:
Engage the customer and maximize customer lifetime
value
Genpact integrates continuous measurement of customer
satisfaction, customer behavior analytics and social media
insights to direct customer service actions and strategies.
Multichannel support options including voice, chat, email,
mobile and Web 2.0 forum offers choice to your customers
to connect using their preferred mode. Genpact helps grow
your business by using customer behavior and lifetime value
analytics and identify upsell/ cross-sell opportunities and run
campaigns.
Proactively respond to customer issues
Our scientific Lean and Six Sigma driven approach powered by
analytics helps break the cycle of failure and repair by isolating
root causes and providing recommendations to product
development. Genpact’s innovative social media and analytics
tools help clients use social media to proactively handle
customer concerns and improve customer satisfaction.
Gain flexibility and accelerate time to market
Genpact workforce planning and optimization combined with
a responsive internal and external recruitment and training
engine helps clients meet both planned and unplanned
Reduce costs
Genpact delivers continuous optimization with enterprise level
process methodology that captures detailed sub-activities
and metrics. Genpact’s product support solution results in
significant cost savings with its cost effective global delivery
model, experienced resources and intelligent automation.
Call elimination through Web 2.0 forum and self-help and
enhanced agent productivity with streamlined information
flows and smart agent desktops ensure ongoing productivity
gains by 5% - 8% annually.
Leverage global and scalable resources
Genpact helps clients leverage the right locations for a superior
customer experience at an optimal price by integrating
advanced collaboration tools and proven expertise in running
global delivery operations from 58 delivery centers across 17
countries in 25 languages.
Proven experience
With over 1,200 associates and 8+ years of in-depth experience
Genpact’s proven credentials and expertise helps minimize
risks in running complex product support programs. Our ability
to rapidly ramp up and deliver from multiple global locations
ensures uninterrupted provision of services even in the event of
unplanned disruption at any site.
Web 2.0 Forum
L1 & L2 Support
Field/
Depot Support
Spare Parts
Management
Warranty
Management
Cross-sell and
Up-sell
• Overall cost
reduction due
to migration of
calls to web
• Integrated
self service
• Higher
self help
utilization
• Cost effective channel
to resolve L1 and L2
issues
• Effective call handlingimprove First Call
Resolution, Average
Hold Time reduction
• Customer Satisfaction
improvement
• Call elimination
• Flexible capacity
during product
launches, unplanned
spikes
• Update knowledge base
and product manuals
• Unified case
mgmt for
rapid decision
on field/depot
service
• Close looping
on customer
repair
requests
• Accurate
and timely
dispatch of
parts
• Reduction in
fulfillment
time for
spare parts
• Reduced
warranty
processing
costs
• Reduction
in % of
erroneous
claims
accepted
• Improved
sales of
complement
ary products
• Assess
demand for
upcoming
features/
products
Process • Analytics • Technology
•Feedback from support team for improved product development
•Root cause analysis of underperformance
•Monitor and understand customers’ product usage
•Call quality analysis for agent training and feedback
•Customer behavior, loyalty, lifetime value analysis
•Insights on cross-sell and up-sell/customer state of mind from web and social media analysis
How we deliver
Genpact combines contact center and product support process expertise, technology and social media analytics in delivering the
following activities:
• Deployment and management of self-help tools and resolution of non-critical issues for customers through Web 2.0 Forum
• Support for L1 issues through an extensive knowledge base enabling quick resolution
• Sophisticated troubleshooting and technical support for complex, post-sales L2 issues with highly skilled technical staff
• Scheduling and management of field/depot service for the highest priority issues and management of debrief from field/
depot service
• Warranty entitlement check and triaging for warranty processing
• Enablement of spare parts dispatch, triaging and back order management
• Cross-selling and up-selling of complementary products and services
Global presence
With over 56,000 employees, we serve over 600 clients globally.
NETHERLANDS
CZECH REPUBLIC
POLAND
ROMANIA
HUNGARY
USA
SPAIN
JAPAN
MOROCCO
CHINA
MEXICO
HONG KONG
GUATEMALA
UAE
COLOMBIA
PHILIPPINES
INDIA
KENYA
BRAZIL
SOUTH AFRICA
20 Countries* | 74 Delivery Centers | 30 Languages | 58,000+ Employees
*as of October 2012
About Genpact
For More Information, Contact:
Genpact Limited (NYSE: G), a global leader in business process management and technology services,
leverages the power of smarter processes, smarter analytics and smarter technology to help its clients
drive intelligence across the enterprise. Genpact’s Smart Enterprise Processes (SEPSM) framework, its
unique science of process combined with deep domain expertise in multiple industry verticals, leads to
superior business outcomes. Genpact’s Smart Decision Services deliver valuable business insights to its
clients through targeted analytics, reengineering expertise, and advanced risk management. Making
technology more intelligent by embedding it with process and data insights, Genpact also offers a wide
variety of technology solutions for better business outcomes.
product.support@genpact.com
For more information, visit www.genpact.com. Follow Genpact on Twitter, Facebook and LinkedIn.
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Visit us at: http://www.genpact.
com/home/solutions/contact-center/
technical-and-product-support