Case Study

HGS leads Fortune 500 company’s B2B sales support, netting $11M in savings

Solutions
Automation

Summary

The client is a Fortune 500 company who chose HGS’s scalable contact center support to help reduce costs, and provide sales support for their field sales team to more efficiently engage with key customers. HGS’s inventory automation, process efficiencies, and claims support led to $11M in savings, 30 hours saved per week, and 50% reduction in order processing time.

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Client background

The client is a rapidly growing Fortune 500 company.

Business challenge

The client was looking for scalable contact center support that would help them reduce costs, and support their field sales team in order to free up time for more productive sales activities. A few specific business goals included:

  • Increasing efficiencies in inventory and order management
  • Enhancing customer experiences in claims processing
  • Optimizing time utilization of field sales teams through training, tech and sales support

The solution

The client looked to HGS for innovative solutions and technical support to resolve both inventory and process inefficiencies that drove significant waste and redundancy for the organization.

Technical and sales support

Standardized and ad hoc reports were provided to field teams with real-time sales reporting and budgeting numbers so that they could better optimize cross-selling and upselling opportunities with their customers.

The client was provided with 360° technical support by way of IT, product, system user support, troubleshooting, issue resolution services, and support for various applications. This helped bring about consistency in the technology used by the client and their partners by promoting eSolution applications to over 15,500 dealers, making communications more efficient in inventory and order management.

Inventory automation

An inventory automation solution focused on the development of a long/short database. By automating inventory management, this increased the efficiency of the entire process. This tool is a critical technical competency for the client—one that continues to deliver savings and strategic market advantage.

Order efficiency

The sales specialists coordinated global delivery, thereby ensuring that the sales promises were kept, taking ownership of the entire order process from customer request to delivery. Efficient logistics handling and order management helped reduce the average time taken to process orders and decreased the average number of holds. HGS also handled inventory management, trade, and compliance for this client.

Claims processing

An important part of enhancing the customer experience was in claims management - taking over the task of forms filed by the client’s customers for compensation for lost inventory. Efficiency of the claims process was increased through developing and documenting the claims program, and conducting quality assurance testing for their proprietary claims model.

Employee training 

Consistency in employee performance could be facilitated by translating client ideas into documented processes. A SWOT analysis of internal and external documents helped identify opportunities for improvement. Client-provided process documents were reviewed to ensure accuracy and efficiency, and then communicated to the teams in innovative ways such as creating instructor-led, self-study documents.

Results

HGS’s scalable contact center support helped the client in their sales transformation by effectively containing costs and saving sales teams’ time. Here are a few wins:

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