Achieving 95% Customer Satisfaction Rate Within 6 Months

HTC’s order processing services remarkably improved client’s order fulfilment capabilities, customer queries closure, and customer satisfaction

CLIENT

Our client is a leading US based healthcare equipment manufacturer that also provides expert healthcare solutions.

BUSINESS CHALLENGES

The client’s incumbent outsourcing services provider for processing orders was not able to meet the performance standards. As a result, the client’s purchase order management process was faced with critical issues that affected the business operations and more importantly the customer perception.

The client’s major business challenges included:

• Inaccurate order entry (per the service level agreement (SLA))
• Orders being missed out during processing due to increase in the volume of purchase orders
• High turnaround time (TAT) for purchase order fulfilment adversely affecting customer experience

In view of the above challenges, the client decided on selecting a new outsourcing services partner. HTC Global Services was selected as the new outsourcing partner based on our experience and expertise in managing finance and accounts outsourcing projects.