Client Background
Solution
Wipro enabled the use of data and analytics to understand the customer’s energy needs, payment preferences, patterns and satisfaction levels with the service. To launch customer surveys using SMS and email, Wipro implemented Oracle Service Cloud. The system administered 10,000 surveys every day to customers. Further, Wipro enabled the client to accurately target outbound calls that helped understand and address the reasons for customer dissatisfaction.
The feedback from the SMS, emails and voice calls was captured and analyzed and became the basis for better customer-focused services, processes and products.
Business Impact
The improvement in NPS resulted in:
“Oracle Service Cloud was a reliable path to understanding customer needs. It helped the client align with customer needs, deliver value and reduce the incentives for churn. The long-term insights thrown up by the system will also contribute to building more profitable relationships with customers.”
- Vijayeswar Malladi,
Global Head, Oracle Industry Solutions, Wipro Limited
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 |
Pharmaceutical & Life Sciences