Workload Automation – Customer-centric approach

A customer-centric company is more than a company that offers good customer service. 
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Customer-centric is our HCL Software business philosophy based on putting our customers first and at the core of business in order to provide a positive experience and build long-term relationships.  

In today’s uncertain world, not even the best contract can capture what will change tomorrow. A contract can only convert to business advantage through a value centric relationship. 

In the Workload Automation family, we strongly believe in customer collaboration and we have several programs that helps us to nurture relationship with our customers and involve them in the product design and evolution. 

The Client Advocacy Program is aimed to accelerate customer’s success and to create strategic relationships with HCL’s technical, management and executive leaders. The mission of our Client Advocacy Program is to build a direct relationship with our customers. We really want to be able to hear their voice. 

The User experience (UX) design in HCL is based on the Design Thinking approach, that relies on users to stay in touch with real-world needs. We work with users to design and build the solution to their needs through continuous participation of the same users in the design process. 

We really want to bring the user voice in the product design and development. 

What this actually means? 

We take care of the relationship with each customer, no matter of the program. The programs are often just the first engagement: everything can start from a specific request or by pure chance. 

From the very first meeting with our customer we focus on addressing her/his needs and building trust, no matter if it happens in an Ask the Expert or in a Design Thinking session. 

We have tons of successful stories that have started from a simple question or even complaint. The entire product team takes care of each customer by looking for the subject matter expert to answer each question.  

The Customer Advocates often are the first point of contact in the entire organization. They are the customer best buddy; they nurture the relationship with constant interaction. 

Our customers know they can rely on us as a team, not only as a product. 

Sometimes happens that the customer’s requests were about something that is not yet in the product. Then the Customer Advocate invites the customer to take part in Design interviews, ideation session or prototype validation about what our product will be. 

But it also happens that customers that at first were engaged in the Design Thinking program decides to maintain this communication channel open even once the design lifecycle ended and joins the Client Advocacy Program. 

Relationship beyond the contract for us is not our HCL mantra but it’s a way of being. 

Our users help us to help them and we both grow when our relationship grow. 

We hear the customer voice.  

We bring that voice into the product.  

We make our customer’s life easier, happy and satisfied. 
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Learn more about Workload Automation and get in touch with us here! ​

Author's Details

Ilaria Rispoli – ilaria.rispoli@hcl.com

Enrica Pesare – enrica.pesare@hcl.com ​