| 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. |
