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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

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able

sLo

catio

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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