July | 2020
Client Background
Challenge
The Customer’s vision was to achieve industry-leading growth in their Services business, and this required them to make their service operations scalable, consistent, and efficient. The Customer had multiple siloed departments and service systems, resulting in a limited view of the customer and service history, high dependency on people, redundant processes and systems, an inability to cross-sell / up-sell, and an inability to grow and drive cross-company synergies. The process involved heavy paperwork, multiple data entries, which resulted in high cost and broken service experience.
They required a modern service management system to move from reactive to proactive support, drive better coordination efforts between back office and front office as well as achieve consistent business processes.
Solution
As part of the Solution selection process, Wipro helped evaluate the functional requirements and proposed Oracle CX Service Cloud and Oracle CX Field Service Cloud as their core service management system.
Wipro implemented a Service Management System that empowers technicians with simplified navigation, guided workflows, easy access to relevant information across ERP & Service applications, as well as a Mobile app with offline capability. Wipro utilized digital methods like Customer Journey Engineering and Persona-based experience mapping to identify and prioritize the key requirements for the Solution. Scope of the project included:
Business Impact
Whenever you read the words ‘Hollywood’ and ‘Security’ in the same sentence, your mind probably wanders of in the direction of movies likeDie Hard 4.0 or Swordfish where uber-cool and suave hackers like Hugh Jackman trying to hack $9.5 Billion off the government from a computer with seven screens.
The recent increase in the frequency and impact of cyber-attacks have kept Critical Infrastructure companies on their toes.
Security monitoring has always been critical to protecting IT ecosystems but with the rise in IoT-enabled devices and connected systems, the fear of cyberattacks has grown exponentially.
© 2021 Wipro Limited |
|
© 2021 Wipro Limited |
Digital Operations and Platforms
Engineering, Construction & Operations
Pharmaceutical & Life Sciences