HCL Technologies

THE CHALLENGE
After creating a Customer Experience Centre in Delhi for HCL Technologies Platform were asked to create tablet virtual CECs running a lite version of software applications available in the centre so that different tiers of customers who weren’t able to visit the CEC in person could still get to experience a taste of what made it special.
THE THINKING
The tablets needed to operate a slimmed down suite of software designed to accommodate the tablets functionality and screen size yet still create a smooth flowing customer interaction.
ANSWER
Using custom software designed by Platform the tablets are used by sales teams remote from the CEC in Delhi. The software mimics a lot of the interactions that take place in the CEC but holds a few cards up its sleeve to entice customers to make the journey to Delhi.
EFFECT
The virtual CEC allows sales teams to engage with prospects on the road and in pre-visit scenarios where they want to encourage potential customers to come to the centre in person. Future iterations will generate a dashboard of sales interactions so that sales managers can understand more of how their sales teams are performing.

Brand, Customer Experience Centre, Digital, Strategy