Overview

HCL chooses BT Inbound Contact global and BT IP Connect global for integrated worldwide service management

OK. You’ve won a service management contract with one of the IT industry’s household names. That’s a cause for celebration, isn’t it? Well, yes, but don’t get too carried away. The real work starts the very next day.

HCL didn’t just want to meet its client’s expectations but exceed them. It chose to partner with the right global service provider.

Together BT Inbound Contact global and BT IP Connect global mean HCL presents the client with a slick and successful virtual service desk – worldwide. Full marks, HCL. Full marks, BT Global Services.

Working closely with BT over the past three years on this solution has allowed us to create real value while delivering services for one of our key customers. We are confident that we can replicate this success, in partnership with BT Global Services.”
- Manpreet Singh Khurana, AVP & Head Global IT & Telecom, HCL Technologies

Challenge

HCL is a global technology enterprise offering an integrated IT service portfolio including software-led IT solutions, remote infrastructure management, and business services or Business Process Outsourcing (BPO). Headquartered in India, HCL has 90,000 staff operating in 31 countries and is one of the world’s fastest-growing IT companies.

A key growth area is transformational outsourcing services. In 2009, HCL secured a contract to supply an outsourced IT service management solution to one of the world’s leading telecoms equipment manufacturers. Its IT support had evolved organically on a per-country basis, with each adopting an individual service regime.

Nagesh Semwal, AGM of Global IT Service Delivery at HCL, says: “We were tasked with sweeping away that fragmentation and replacing it with a single multilingual helpdesk for the company’s employees.” Spanning every continent, this would resolve problems all the way from the desktop to the data centre.

HCL scanned the market and shortlisted global service providers to help meet the terms of the new contract. After an extensive evaluation process, BT Global Services was chosen as best able to successfully support the HCL deal.

Historically HCL has provided IT services to BT, so we were well aware of its capabilities,” explains Nagesh Semwal. “Furthermore, BT had customer references that showed it had successfully delivered similar solutions of a comparable scale.”

A prerequisite was that all existing helpdesk numbers were to be retained, enabling service transformation to happen behind the scenes. BT Global Services worked with HCL to devise a solution built on incoming call capture and forwarding.