Global motorsports manufacturer enhances service experience for dealers and end-customers
July | 2020
Client Background
Challenge
With a wide-range of products and a complex knowledge management system, the customer faced major challenges in making their new products’ technical information and documentation available seamlessly to their technical customer care groups. This led to a lack of accurate and timely information to its global network of dealers (1,800+) and agents, resulting in poor service at points of customer interaction. Their ‘Customer Service Group’ was overwhelmed with ever increasing call volumes from dealers and agents on various products, with each call averaging more than 30 minutes. They needed a modern solution for knowledge management and dissemination, to achieve key objectives such as:
Solution
As part of the Solution selection process, Wipro helped evaluate the functional requirements through workshops in their global offices, and proposed Oracle CX Service Cloud and Oracle CX Knowledge Advanced as their core knowledge management system. We guided the customer throughout the sales cycle with Continuous advisory on scope, Relevant inputs on Package selection and Tailored Roadmap to roll out the solution to their various divisions.
It was envisaged to implement a Knowledge Management System, giving both its Agents and Customers (Dealers) controlled access to information that can reduce service cost for the Organization and boost Customer Satisfaction. Wipro utilized digital methods like Customer Journey Engineering and Persona-based experience mapping to pinpoint and prioritize and design the key capabilities for the Solution.
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 |
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© 2021 Wipro Limited |
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