Engagement Approach

This is the step by step engagement approach for any new technical support initiative:

Requirement analysis and program sign-off - The clients would typically float a Request for Proposal (RFP). Upon receiving the RFP the pre-sales team at Technical Support Services would create a pre-analysis document which is a detailed questionnaire, highlighting our understanding and seeking clarifications, if any. The proposal response is created and post negotiations the program sign-off is complete.

Seamless transition - Transition of the support center from the existing location to Wipro's center is perhaps the most critical phase in the entire engagement. This stage is crucial to ensure a smooth operations stage. Program transition is led by Wipro's transition manager who is a SME on transition. The transition manager travels to the existing location and develops a transition blueprint which details every step of transition along with target timelines and action owners from both client and Wipro team. In parallel the team formation and infrastructure set up is kicked off. The training is imparted in phases and post on-the-job training, the program goes live. Following this, the stabilization phase begins which typically lasts for three months. During the stabilization phase the team is in a learning phase and the SLAs are relaxed.

Operations and transformation - Post stabilization, the steady state operations begin wherein Wipro has complete ownership of the SLAs. Once the program matures, Wipro brings in the transformational and re-engineering initiative to give added advantage to clients.