HGS Launches New Customer Experience Solution in North America

CHICAGO, September 28, 2015 /PRNewswire/ --

Digital Natural Assist platform allows companies to seamlessly adapt to today's mobile-first, multi-channel customer 

Hinduja Global Solutions Limited (HGS) (Listed on NSE & BSE, India), a leading Business Process Management company, announced the North America launch of Digital Natural Assist (DNA), a unified customer experience platform that helps companies streamline their customer service communications across all channels. DNA has already been successfully proven in the U.K., saving companies time and money by helping customers easily access information they need, often on their own.

"With the expansion of digital, social, and mobile channels, many companies feel overwhelmed when it comes to providing adequate customer service," said Mandeep Kwatra, Vice President of solutions and capabilities at HGS.  "The good news is, these mobile natives are willing and eager to help themselves, if you provide the right tools. That's what our DNA solution is all about - making it easier for customers to help themselves, and when necessary, seamlessly integrating agent-assisted support."

As a full-service solution, DNA can help companies in complex industries, such as retail, financial services, consumer packaged goods, telecommunications & media and technology, to:

• Empower self-help: DNA allows consumers to easily access information themselves.
• Enable device-agnostic engagement: DNA standardizes the information provided across web, phone and in-person touchpoints.
• Offer flexible and scalable support: DNA is quick to deploy and is not capital intensive, meaning companies can easily migrate their information to DNA without significantly changing their infrastructure.
• Seamlessly integrate: DNA has the flexibility to communicate with any customer relationship management tool and information platform.
• Optimize consumer experience and provide consistent messaging across the brand: DNA streamlines and simplifies the consumer experience to help them find the information they need quickly and efficiently.

"Today's consumers are digitally connected, on the go, and have a 'need it now' attitude," said Chris Lord, Global Head of Growth Strategy & Marketing at HGS. "The entire customer experience needs to be rethought to reflect the mobile customer using their smart phone or mobile device and their desire to do it themselves. HGS's DNA enables real-time personalized consumer connections that are unified across the brand, regardless of what channel a customer prefers at a particular moment to resolve their issue. If a customer goes online to Google search, gets an FAQ page, does an auto chat, engages with an agent online, goes to the community page, or picks up a phone to make a call, DNA enables the same answer to be easily accessed while on the go."

Survey data shows providing a unified customer experience is a key factor for companies aiming to stand out in today's interconnected marketplace. More than half of surveyed consumers said they would use a product or service much less if they could not communicate over their preferred channel.^[1] Moreover, 92 percent of organizations that view customer experience as a differentiator offer multiple channels of contact.^[2]

DNA was successfully used by U.K. Visas and Immigration to intelligently assist more than 2 million visitors to the online visa portal developed by HGS that pushed relevant information to them even before the first point of contact. DNA also made it possible to consolidate 32 disparate visa enquiry services into one centralized solution, providing consistent and reliable information to applicants while reducing average handling time by 58 percent, raising customer satisfaction by 20 percent, and reducing costs.

To learn more about DNA and its capabilities, visit: http://www.teamhgs.com/us/solutions-capabilities/consumer-interaction-services/digital-assist.

About HGS 

HGS is a leader in optimizing the customer experience and helping our clients to become more competitive. HGS provides a full suite of business process management (BPM) services from consumer interaction solutions to platform based back office services and digital enablement solutions. By applying analytics and interaction expertise to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency and helps retain valuable customers. HGS expertise spans the telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, consumer packaged goods industries, as well as the public sector. HGS operates on a global landscape with over 29,000 employees in 60 worldwide locations delivering localized solutions. For the year ended 31st March 2015, HGS had revenues of US $ 458 million. HGS, part of the multi-billion dollar Hinduja Group, has over four decades of experience working with some of the world's most recognized brands.

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1. http://www.teamhgs.com/us/identifying-missed-opportunities-improve-customer-experience

2. http://www2.deloitte.com/us/en/pages/operations/articles/2013-global-contact-center-survey.html