Customer Management Services

Customer Management Services today have moved beyond being pure cost centers to platforms which build brand loyalty, provide ease of support to agents through predictive recommendations and consumer behavioral insights. These generate revenue, improve stickiness, help reduce costs, and provide an overall customer experience which is standardized across multi-channel environments. The platforms are built on smart pillars incorporating analytics and technology backed delivery engines.

How Wipro Helps

Wipro is a strong customer lifecycle management services provider and supports leading global organizations. We have over 16000 resources in this domain supporting a multitude of processes in a multi-channel environment. Our support profile spans organizations in Consumer/Enterprise Hardware and Software, Telecom Equipment and Services, Consumer Electronics, Online Retail, Consumer Goods, Insurance and Banking.

We manage 55 million transactions across channels annually delivering:

  • 360 degree offering across the customer lifecycle to go beyond operations and provide business value
  • Innovation backed tools for best in-class-resolution to drive revenue generation, reduce contacts and collaborate for optimal headcount utilization without any significant increase in your spend
  • Post-sales customer interactions to give a personalized experience across channels – our channel optimization strategy ensures the best channel for best support
  • A single stop center to ensure customer escalations are managed at all times
  • Our Channel Analytical engines drives loyalty enable customized offers at the right channel.
  • A-List Domain Experts

    • Hardware Support Specialists (PCs, Smartphone, Printers, Storage, Mobility, POS Terminal)
    • Software and Cloud Support SMEs (Collaboration, Operating Systems, Enterprise Email Servers, Application support, Database Servers and ERPs)
    • Channel Decision and Strategy Analytic Experts
    • E-Commerce Experts
    • Transformation Solution Architects
    • Entertainment Product Experts (Gaming Consoles, Movie Dispensers)
    • Six Sigma Quality Black-Belts

    Areas Covered

    • Service Installation & Coordination
    • Service Activation
    • Customer Support Helpdesks
    • Level 1-3 Technical Support Helpdesks
    • Billing and Order Support
    • Dispatch & Order Management
    • Escalation and Complaint Management Lines
    • Non-Voice Support
    • Front Office Transformation
    • VoC Analytics
    • Predictive Insights
    • Customer Retention
    • Revenue Generation

    Key Differentiators

    • Consultative Approach
    • Ownership of Outcomes
    • Channel Strategy
    • Analytics Integrated Operations
    • Process Improvement and Automation
    • Center of Excellence for standardization