Strategy, speed and scale came together as we set about accomplishing this mission in three purposeful stages. In stage one, our special task forces swung into action, forming remote and Work-from-Home (WFH) teams, and moving computers and laptops in record time. In stage two, we accelerated our velocity to reach the business-as-usual stage, without missing a beat. In the final stage, we aimed for outperformance.
Nearly 500 skilled employees moved to a WFH mode in record time
Our efficient digital communication platforms seamlessly blurred the lines between in-person and virtual engagement. A Virtual Private Network delivered easy access and seamless integration of the remote teams – with strict data security
From general enquiries to smart meter queries to tariff clarifications to complaints management and handling of customer variability, our teams offered unstinted support to customers even as lock-downs and restrictions were imposed across the globe
Insight-driven and hyper-personalized conversations helped address the concerns of customers, especially vulnerable consumers, with empathy. Making all of this possible was our expert capabilities in the E&U domain, digital technologies, analytics and intelligent automation
Enveloping our efficiency was the protective cover of 100 percent security — safety for employees and meticulous information security — even in remote working environments
Agility, resilience and digital dexterity enabled steadfast support to nearly 1 million customers. As a result, the company’s Net Promoter Score registered significant improvement.
At WNS, this is what we do. We enable E&U companies to guarantee exceptional customer experience. They trust our domain, digital and analytics expertise — underpinned by operational excellence.
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COVID-19 and the resulting economic repercussions put the financial services market through the wringer, especially in the areas of Mergers and Acquisitions (M&A), and debt and equity capital markets. For our client, a leading financial services company, this was crunch time. As a strategic partner supporting the company’s confidential M&A pitches and client relationship management database, WNS had previously never considered Work-from-Home (WFH) as an option