In the changing world of manufacturing, after sales
service is no longer just a cost center for manufacturers
but a critical means to augment revenues and enhance
profitability. It has been established beyond doubt
that the quality and coverage of services provided
by companies influence customers’ product
choices and loyalty. As a result, manufacturers
are left with the unenviable task of balancing the
competing objectives of improving service levels
while minimizing costs.
e*Services-
Wipro's after sales service solution framework
Wipro’s
e-services solutions help manufacturing companies
increase the speed and effectiveness of after
sales maintenance and repair services. A team
of dedicated consultants ensure tailor-made e*services
solutions for organizations’ specific requirements
while helping them achieve overall service management
objectives such as independent revenue stream
channels, providing superior after sales service
etc.
The platform independent e*services solution
framework also helps manufacturers make effective
use of self-service while providing a 24X7 channel
of service to customers. Also, this framework
can bring significant reduction in service requests
load on support personnel.
The framework
includes a workflow solution that streamlines
and integrates back-end systems & processes
in the service management functions of an enterprise.
The knowledge management module improves productivity
of the service workforce while reducing service
delivery lead times. Scalability of the architecture
ensures maximum utilization of an organization’s
existing investments in technology.
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