Client background:

• Client: Leading American distributor for HVAC equipment, residential and plumbing supplier
• Industry type: Wholesale distribution, engineering and construction
• Products or services: HVAC equipment, fire protection systems, waterworks
• Areas of operations: United States of America

Challenge

A leading American HVAC supplier was undergoing a complex cloud transformation program. While the transformation was necessary for the supplier’s business to evolve, they needed to align cloud-managed services with the rollout/implementation to achieve a seamless business process transition. Additionally, the cloud services needed to prevent any disruption to their customer base during the transformation. In short, the HVAC supplier was seeking a partner who could provide efficient, end-to-end cloud support to minimize the impact of the transformation on their business and customers.

Solution

Wipro partnered with the HVAC supplier to support the implementation with outcomes that aligned with business objectives. The solution delivered, Wipro’s ‘Thrive in Cloud' proposition for cloud-managed services, provided the core support required for the business along with advanced automation that was needed to meet the growing and complex demands of the business. For implementation services, the team initiated a robust quarterly innovation process with impact analysis of quarterly cloud updates, conducted business user interlocks and then performed automated regression tests leveraging Wipro’s Test as a Service (TaaS) for the cloud.

For seamless support for customers, the solution combined a well-coordinated operating model involving Oracle Tech Support, Wipro Cloud Support and client IT/business teams to manage complete cloud L2 and L3 support – helpdesk, incident management, service requests, change deployment, preventive maintenance, monitoring and end-user support. Wipro deployed chatbots to enhance operational efficiency for frequent support tasks like most common incident and service requests.

Business Impact

By adding cloud-managed services to the transformation program, the HVAC supplier was able to achieve a seamless inclusion of new markets and business units into business operations including support operations in tandem with their cloud rollout go-live milestones. The use of chatbots on repetitive queries resulted in a 9% faster response time to incidents and an 11% reduction in incident management and service requests. The solution made support more efficient with faster issue resolution, reduced overall ticket volume, seamless addition of new business and improved end-user experience.