Keeping in tune with the client’s requirements, we offered 24/7 using our global delivery model. Our support team consisted of a team of professionals with prior exposure to the required technology and a commendable support background.

Wipro studied the client’s business model, while spontaneously working on all support requests. We chose to strategically locate our own offshore center close to the client’s offshore business center in India. This eased up all offshore communication processes

We gathered knowledge on the applications being supported. Total lack of documented support information, by the predecessor meant that the we had to not only handle the support issues spontaneously but also take up the additional responsibility of building the knowledge repository. Moreover, the client was also working on revamping the existing Siebel applications. The existing systems were highly complex and thus delayed operational processes. After documenting the knowledge acquired, the offshore team established a sizeable knowledge repository and maintained it. The knowledge base was updated regularly to ensure that every vital information was captured. This constant updation was helpful in handling future operational incompatibilities in the system.

We had a shift roster which ensured that support analysts were rotated periodically between shifts. This ensured high quality round-the-clock support for our client. The offshore team worked in two shifts to cater to the different time zones in the US and EMEA region. With the same team supporting different regional zones, the support process was more streamlined with better understanding of the requirements of the different regions and have a SLA compliance of 90%.

Wipro was also responsible for upgrading the existing Siebel implementation to a new version. This provided a strategic opportunity to harness the information available with the development team, in order to provide better and more informed offshore support for the new version.