• HGS logo
  • Technology
  • CX
  • Marketing
  • Insights
  • About
  • Speak to an Expert
  • Case Studies
  • Whitepapers
  • Podcasts
  • Webinars
  • Blog
  • eBooks
  • Speak to an Expert
  • Search
  • Menu Menu

Case Study: Consumer electronics

Delivering breakthrough sales and expanding front- and back-office B2B, B2C support for a consumer appliances company


HGS generates $3 million in revenue per month for long-term Canadian client

  • Share on Facebook
  • Share on Twitter
  • Share on LinkedIn
  • Share by Mail

Overview

A consumer appliances company was looking for customer care support to better focus on core growth and services scale. This global leader turned to HGS—a trusted customer care service provider with the requisite niche consumer products specialty and partnership focus. Since the outset of the partnership, this client has increasingly leaned on HGS for both B2B and B2C expertise—so much so that this company has downscaled its own in-house support and granted it to HGS. The client has relied on HGS for all the solutions required to support growth—including a transition from Canada’s in-house client operations to HGS support, as well as our chat, email, and social media digital solutions. This global business focus and digital customer service innovation creates amazing CX while transforming and streamlining the client’s own operations.

At a glance

Partnership started in 1989

Customer service, customer sales, technical support, business orders

Voice, chat, social media, email

Front and back office

34 FTEs

The solution

icon of collection

Sales, B2B success

How we do it
HGS partners with this appliances company to create an active sales environment for parts orders and maintenance supply recurring orders. As a result of our innovative approach, HGS has been able to create a profit-center for our client, with the program covering all costs and providing additional revenue to the client.

HGS agents are trained to turn service calls into opportunities by using customer data to determine if the customer might benefit from a maintenance plan, supply reorder plan, or to suggest accessories or additional products which will meet the needs. By offering these additional services, agents not only increase revenue for the account, but help customers avoid the inconvenience of ordering supplies, extend the lives of the products, and increase the professional service image of our client.

Business result
HGS’s B2B and B2C solutions and support are essential to strong sales performance for the client. In the case of B2B and the client’s dealer and retailer network, in particular, HGS functions as an excellence-focused extension of the client’s own internal business-to-business team. In fact, because of HGS’s strong results in B2B— supporting $3 million in revenue per month, on average—the client has chosen to outsource their entire B2B customer care division to HGS. It speaks to the client’s trust in HGS that the client allows HGS a direct, client services role integral to maintaining and building relationships with three major U.S. retailers.

Icon of a smartphone with chat bubble and wifi signal

Solutions expansion

How we do it
As a result of HGS’s strong performance and consultative approach over the years, the client has trusted us to increasingly broaden our services offerings. In 2010, the client turned to us for email support and in 2014 they added our chat solution, with social media added in 2016. Additionally, HGS has been granted back-office project support, including back-order and invoice follow-ups, personal and property damage claims, and returns and replacement support.

Business result
Our digital solutions drive real outcomes like cost savings (in less labor to meet contacts) and customer experience enhancements. Our chat solution allows agents the ability to accept up to four simultaneous chats, to allow team members to efficiently handle multiple customer contacts in the same time it would take to complete one inbound phone contact. With this solution our handle time metric is 75% of contacts answered in 40 seconds. Our email service standard is 85% answered within 24 hours. HGS’s brand ambassador success for this client reaches all business functional areas. As a result of the back-office solutions that the client has extended to HGS, the client has been able to downsize their home office.

Icon of documentation

Knowledgebase

How we do it
HGS developed a knowledgebase in the client’s CRM that stores customer history and product information. With process flow and documentation, we’ve created both a training foundation, to ensure staff expertise, and a manual for customer service troubleshooting.

Business result
This client knowledge base has proven to be a key to our successful technical support—as technical support guidance that saves product replacement through parts replacement and working with customers to troubleshoot and resolve lower-tier issues.

icon of experts

Talent retention success

How we do it
HGS’s stringent hiring and screening includes grammar and writing skills assessments for agents assigned to chat and email. Our successful onboarding, and training ensures that our more skilled agents are assigned to the more complex B2B program. We ensure the right fit for the agents, as our B2B-focused agents must possess the professionalism and networking skills to represent our client in nurturing their retailer relationships. With this robust support and development, we assign agents to the right customer and skill set required.

Business result
Attrition averages less than 25% percent for this team—a stellar result by all customer service standards. The tenure for this team is notable, as well. In fact, 35% of team members have spent more than 10 years serving as brand ambassadors for this client.

Results

$3 Millionper month
B2B sales support

4chats per agent
for client cost savings, enhanced customer experience

400+client documents
in proprietary knowledgebase

25% or less attrition

The way forward

HGS continues to expand services reach to many areas of this client’s business—from operations to customer service. Recently the client has suggested another product line will soon be extended to HGS. And the digital innovation continues, as the client is also interested in the technical support potential of HGS’s video support technology, which is designed to optimize customer care support, to better identify product issues and support troubleshooting. With this mobile app technology, HGS is able to get a better view and understanding of a product issue and communicate more effectively with customers—for example, annotating photos to indicate where a product issue is occurring. With this type of HGS innovation and the client’s increasing trust, there is unlimited potential for this partnership.

Global locations

USA • UK • Canada • India • Philippines • Jamaica • Australia • Colombia

© Hinduja Global Solutions Ltd. All rights reserved.

Privacy | GDPR | Complaints | Policies | Sitemap | 

Privacy | GDPR | Complaints | Policies | Sitemap | 

HGS advances paint company with breakthrough digital expertiseImage of a young woman walking with several colorful shopping bagsImage of a young man talking on his mobile phoneCommunity commitment powers business growth for HGS customer — a financial...
Scroll to top

HGS

  • Technology
    • Automation
      • Intelligent Automation
      • LeanOps
      • Strategy
      • Process Reengineering
      • Automated Enterprise
      • Cognitive Automation
      • Interaction Automation
      • Back
    • Analytics
      • Data and Analytics
      • Strategy
      • Data Engineering and BI
      • Predictive and Cognitive
      • Consumer and Business
      • Marketing Analytics
      • Back
    • Cloud
      • Cloud Services
      • Cloud Accelerator
      • Strategy
      • Migration
      • Managed Services
      • Telephony
      • Security
      • Back
    • Solutions
      • Digital Solutions
      • Automated Enterprise
      • Experts-on-Demand
      • HGS Agent X
      • Contact Center Analytics (PULSE)
      • Contact Center Intelligence (AWS)
      • Contact Center Transformation
      • AI Workplace Safety
      • QuickEntry COVID Screening
      • Back
    • Partners
      • Adobe
      • Amazon Web Services
      • Automation Anywhere
      • Genesys
      • Glance
      • HashiCorp
      • IBM
      • Khoros
      • Microsoft
      • Oracle
      • Progress
      • Sprinklr
      • Twilio
      • Back
    • Back
  • CX
    • Consumer-Facing Solutions
      • Consumer Engagement Solutions
      • Work@Home
      • Work Cloud
      • Back
    • Business Process Optimization
      • BPO Overview
      • Back Office Solutions
      • B2B Sales Support
      • Human Resources Outsourcing
      • Back
    • Back
  • Marketing
    • Digital Experience
      • Digital Strategy
      • Websites and Portals
      • Mobile Apps
      • CX Chatbots
      • Headless CMS
      • Digital Asset Management
      • Creative and Production
      • Back
    • Social Media
      • Social Management
      • Social Strategy
      • Social Listening
      • Social Content
      • Back
    • Back
  • Insights
    • Case Studies
    • Whitepapers
    • Podcasts
    • Webinars
    • Blog
    • eBooks
    • Back
  • About Us
    • Overview
    • Who We Are
      • Environmental and social governance
      • Corporate Social Responsibility
      • Leadership Team
      • Hinduja Group
      • NXTDigital
      • Back
    • Why HGS
      • Testimonials
      • Awards
      • Industry Certifications
      • Back
    • News
      • Press Releases
      • Partner Releases
      • Press Coverage
      • Events
      • Back
    • Industries
      • Automotive
      • Banking and Financial
      • Consumer Electronics and Technology
      • Consumer Packaged Goods
      • Healthcare
      • Insurance
      • Public Sector – UK
      • Retail
      • Telecom
      • Travel and Hospitality
      • Back
    • Global Locations
      • USA
      • UK
      • Canada
      • India
      • Philippines
      • Australia
      • Jamaica
      • Colombia
      • Back
    • Contact Us
    • Back
  • Careers
  • Investors
  • Speak to an Expert