Hanu Customer Support Services :Centre of Excellence (COE) for Customer Support Services
Global Sourcing for SuccessGlobal Sourcing for Success
About Us
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Hanu Core Values – R.O.C.K. Respect for the Individual.
At Hanu, we treat everyone—employees, customers, and vendors—with respect and professionalism.
Open and Transparent Environment.Our culture promotes fairness in action, free flow of ideas, outside-the-box thinking, and an ideal blend of self-expression and teamwork.
Customer Satisfaction.In decisions and actions large and small, we always put our customers’ needs before our own. We aren’t ashamed to admit that we’re obsessed with honoring our commitments and satisfying our customers.
Kaizen – Continuous Improvement.Day after day, we continuously seek opportunities to enhance our services and ourselves. We aim for betterment at the individual and organizational level—all with a goal of delivering groundbreaking results to our clients. 3
Integrated Services Provider
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Our Delivery Center : Your extended operations
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40-50% savings Additional 15-30% savings on off-shore cost base
Original cost base
Wage arbitrage
Additional telecom cost
Additional management
cost
Net cost
EfficiencySavings
Skills and training benefits
Technology / Automation
New cost base
Net benefit of labor cost differential
55-60
5-105 50-60 5-10
0-55-10
25-40%
0-4 months 5-6 monthsTime line
Estimated combined cost benefit of hanu’s service delivery over 6 monthsEstimated combined cost benefit of hanu’s service delivery over 6 monthsIndexed
Delivering Business Value
Hanu’s SW dev expertise Kicks In !!
Hanu’s SW dev expertise Kicks In !!
Additional benefits of hanu service delivery
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BPO Service PortfolioAbility to provide Multiple Solutions for a Single ClientAbility to provide Multiple Solutions for a Single Client
eMail/Web/Chat/Social media
Non - Voice (I/B – O/B)
Online retail sales support (P2C)
SEO / PPC campaign Order Management Enrolment / on
boarding Welcome Desks Customer support:
email support, online-based support, help desk, and technical support.
Customer Support Services
(CSS)
HR Business Support Services
(HRBSS)
Real Estate Business Support
MLS listing posting Comparative searches Appraisal support Listing information
management / AVM Reports
Competitive listings
Specialized Business Support Services
(SBSS)
HR Servicesend-to-end HRO
Recruitment Process Optimization
Social Media Hiring support
Job postings / State board job boards to address OFCCP compliance
Resume sourcing Initial applicant
screening Applicant Tracking &
On-boarding Benefits
Administration
Data Management Services
(DMS)
Legal Support Services
Para legal support Document Review eDiscovery support Contract Drafting &
Administration Intellectual Property
Management Legal Research &
Support Specialized Support Litigation Support Logical Document
Determination
Misc. Support Services
Loans / mortgage processing
Proc. / purchasing support
Accounting and financial back-office processing
Very focused / niche spectrum of service offerings : “non-generalist BPO”
DataManagement
End-to-end data management High volume data
scrubbing and logical indexing.
Web Analytics Data sorting / indexing /
retrieval services Data conversion
services. Image processing and re-
touching. Online web content
management. Product / Catalogue
management.
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CRM - Customer Support
Customer Relationship Management E-Mail, Web, Chat, Social media
Inbound Sales—Including Cross-sell & Up-sell
Customer Retention Programs
Internal Employee Helpdesk
Customer Service—Billing, Value-added Services, Service Order Processing, Pre / Post Sales, Order Management , Instant FAQ help, etc
Web, Blogs, Wikis,Facebook,Twitter
Self Help, Call Reduction and Deflection Strategies
Across the Customer Lifecycle
Multi Channel Service Delivery
IVR Online – Email, Chat, Blogs, Wikis
EmailHelpdesks
New Business
Inbound Sales, Up sell, Cross Sell
Customer RetentionEnrolment & On
boarding
Customer ServiceHelp Desk
CRM – Product Support
Software Product Support
Web hosting recommendation / Setup / migration support
Usage / How to support
Smartphone / device configuration support
Internal technical helpdesk
Desktop and Network Support Services
Data Center and NOC Support
Platform migration support
Service Offerings
B2C & B2B CustomersB2C & B2B Customers
New Customer Onboarding
Order Management
Sales hand -holding
Technical Helpdesk
Online Retailers
Customer Support
Checkout Support
Hanu’s CSS Offering for e-tailers (email & live chat)
Our Solution: ”Real-Time” Proactive chat•Dedicated 24/7/365 chat provisions.•Bridge the gap between web self-service and phone interactions•Decrease shopping cart abandonment by having live chat operators to intercede and assist customers through the purchase process•Proactively engage potential customers before they slip away to competitors
Online Retailing Business Challenges•No or limited 24/7/365 support, for after hours sales.•High rate of shopping cart abandonment •Need to reduce or control contact center costs •Increase customer’s satisfaction with INSTANT response to issues
Intelligent Chat based Product / Customer Support
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Powered by :
E-mail marketingDrip marketing, Renewal programs, Billing statements, Mass email campaigns
Online Ads
ecommerce Websites / Product support
Social Media
Multi-channel support scenarios
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• ROI 1: Return on Investment – Results from moving communication from phone to live chat:
• Handle 3-5 more clients at the same time, compared to phone support
• Lower response time – from minutes to seconds• Faster first time resolution• Increase conversion rates dramatically• Competitive edge • Boost sales or help users, by using proactive live chat
– Valuable insights to customer behaviors and trends– Strong statistical and analytical tools for performance
• ROI 2: Return on Involvement – Engage in direct communication with your clients and ”make them safe
and loyal”– Interactive Marketing – learn how to serve your customers, from
chatting with them– Use proactive chat to help customer when and where they need it
“At the end of the day, customer
service is still ultimately
about people”
Benefits generated from “Pro-active” Live Chat
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Process Migration & Delivery ApproachTransition Analysis Knowledge
Acquisition Knowledge Transfer Go-Live
Actio
n Ar
eas
/ Acti
vitie
s As-Is Process Assessment, To-Be Solution Design
Transition Planning Knowledge Acquisition,
Transfer Approach Transition Project Plan
Finalization and Sign-off
Recruitment Planning Training Planning Technology Planning Infra Planning Quality Planning Communication Plan Validate As-Is and create To-
Be Documentation SOP Creation & Online
Training Modules Baselining SLAs and Metrics
Pre-Process and Process Training
Technology Implementation BCP Planning and Infra
Readiness SOW Sign Off QA Metrics & Risk management
Parallel Run Process Improvement
Projects Controlled environment
operations Extensive day to day
monitoring / reporting
Detailed Analysis Document Outline Blueprint for Project
Migration High Level Adapted Process
Maps Reporting, QA Requirements Technology Architecture Communication Plan
Transition Document Detailed Project Schedule Recruitment and Training QA Plan/Methodology and
Audit Requirements Training Milestones
Baseline Technology Architecture
Ramp-up Plans Risk Mitigation Plan/BCP
Pilot Success Continuous Monitoring by
Client on SLAs
Offshore - Onsite Offshore - Onsite Offshore - Onsite Offshore
Client Functional Managers hanu BPO Transition Team
Client Functional Managers hanu BPO Transition Team
Client Functional Managers hanu BPO Transition Team
Client Operations Team hanu BPO Service Delivery
Lead
Del
iver
able
sLo
catio
nRe
spon
sibi
lity
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Key Highlights of Hanu’s Proposition
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• Cross-trained manpower.• 24/7/365 availability.• More cost-effective than a call center, as customer service representatives can
handle 3-5 customers at a time through online chat.• Shorter response time – from minutes to seconds - Less hold time for your end-
client.• Experienced team composition - Faster first-time resolution• Can provide support in several languages, including English, German, French,
and Spanish.• Dedicated manpower for your process.• Focused MIS and quality assurance team.
Why hanu?
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04/13/23
Please feel free to call
Taran Jeet [email protected]
www.hanubpo.comAsk us about our other services :
• Outsourced Product Development
• Outsourced Product Testing
Thank you & Next Steps