Product Support
Wipro is the largest integrated Product Support services provider from India, specializing in providing customer support services, technical support services, remote management services and bug-fixing and sustenance services. We have in-depth experience in helping companies execute offshore strategies to reduce costs, enhance quality, and improve customer satisfaction.

As pioneers of offshore based product support services for technology product clients, Wipro has, in the past years, developed a model of integrating its storage technology and product expertise, customer interaction skills and technical troubleshooting and support processes, resulting in substantial cost savings and superior customer experience for leading storage product vendors. These, coupled with our quality process maturity and remote support experiences have helped clients to continue to realize strategic objectives in managing program for remote support services.

Wipro capitalizes on the global delivery model to service the remote support needs of global technology product majors using several channels (voice, e-mail, web chat, e-services etc.) on a 24x7 basis. Salient features of this program include a dedicated datacom connectivity adequate for current and future needs of bandwidth for support processes. Wipro also has a voice technology infrastructure using state-of-the-art voice architecture including ACD, call routing / management / monitoring systems which are used by the program. A documented, mature and proven redundancy process has been built across infrastructure, people and processes for providing a non-stop 24x7 support. Wipro’s multiple facility availability has been used to provide additional BCP / DR.

As part of this committed focus to consistently deliver value to our customers, we have undertaken multiple activities within the process. Some examples of these activities:

• Using lean shift planning techniques to plan shifts using Queuing theory. This has helped us reduce deployment of support personnel by 22% per week resulting in significant financial saving for the client in terms of head count costs.
• An extensive Six Sigma study on the non-value-added dial homes in the process identified processes that would touch almost 45% of the non-value-add dial homes which may result in an over all reduction of up to 33% of the incoming dial homes. This has the potential to increase productivity of the support team and implicitly reduce support costs for the client.
• A study of the type of cases that are escalated from the Wipro support center to the next level identified additional training areas which will better equip our support engineers to handle all these cases locally. This means lesser escalations to the next level which will help reduce the overall case resolution time and also implies reduced support costs for the client and a higher end-customer satisfaction score because of reduced resolution times.
• A Six Sigma project was initiated with a focus on reducing dispatch cases without impacting service quality.  The target for this project was to achieve a 33% reduction in dispatches (to ~20% of calls) and the benefits accrued from this would essentially be annual savings from reduced dispatch costs.  The project was executed successfully and resulted in a reduction in the number of dispatches and a substantial annual savings for the client.