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Case studies

Enterprise Application Services

Increasing visibility across sales and service for a global financial services organization

The idea

Unprecedented cost savings by leveraging global delivery model.

The client

A diversified, global financial services organization.

The business challenge

The customer had no automated exchange of information regarding customers / producers / firms who contact the client’s call centers, and the sales organizations that work with various sales channels supporting those customers / producers / firms. Thus the challenge was to create a single, centralized CRM platform integrating key legacy system information for producers, firms & customers, facilitate in a single database and tools for maximizing tracking and visibility across sales and service. Also the need was to define common CRM processes for Sales Financial Services, Partner Relationship Management and Service Relations.

The solution

The consulting team from Wipro got involved early in the planning of work plan to optimize the activities that need to be performed onsite and offshore. We identified the reporting structure and a single point of contact (with appropriate escalation) for the client project manager to effectively manage the implementation. The idea was to leverage this model for all future maintenance and upgrades on Siebel

In order to overcome the existing system challenges, Wipro created a centralized, comprehensive and trusted application source for Sales and Service Teams and also provided enhanced functionality to increase confidence in the usage of the application database. The Customer Service (Call Center) was improved by having a single source of data and displaying key relationship components relevant to the caller (Customer, Agent, Firm Contact)

To maximize usability of the Application database, we used AvantGo for Agent Information, implemented the sales production integration between Data Warehousing Application and Siebel application database and improved reporting through Siebel Actuate and Web Methods.

We optimized the effort on this activity Campaign Management and Service Request Process using Siebel CTI functionality. Thus common CRM processes for Sales Financial Services, Partner Relationship Management and Service Relations were established.

Some of the key highlights of this implementation was effective program management resulting in on-time delivery and use of Wipro quality processes ensuring high quality deliverables.

Business benefits