The enterprise’s business silos, fragmented systems, and immature global governance model were resulting in inconsistent customer data, disjointed processes, and a poor customer experience across business lines, regions, and functions (sales, marketing, and support).
Pandemic travel bans, language barriers, and resistance to change added to the challenge of harmonizing processes and requirements across business silos in 55 different countries.
Wipro deployed a round-the-clock, global consulting team that offered CX, industry, technology, and organizational change management expertise to unite CX-centric design practices with methodical process transformation and robust technology architecture.
Through a 21-week engagement, Wipro guided the client through our strategy framework of Discover, Define, and Design, focusing the lens on people, process, technology, and data. Our team executed over 400-plus process-transformation workshops and interviews, 25 personas and journey maps, 5 concept pilots, and other CX activities across all levels of the organization. The solutions we delivered enabled the client to build a foundation of understanding and prioritization, and harmonize key processes in sales, service, and marketing across the seven regions and four business lines.
Wipro’s proprietary process maturity and value measurement solution, PURVUE, was used to collect 3,000 pain points across the organization and prioritize capability investments across a three-year roadmap of innovation, defining an MVP and market rollout plan.
Our Organizational Change Management team participated throughout the discovery and definition stages and conducted change readiness surveys to measure regional and business line engagement/resistance. Multiple leadership engagement workshops were used to align regional and divisional leaders on change strategy and messaging, as well as communications, internal marketing and branding, training, and change agent network formation.
The Data and Integration Architecture teams inventoried and identified key data migrations, system integrations, and system retirements as part of the three-year transformation. The team also identified and planned key AppExchange and Wipro assets (i.e., Apex sharing and Contract Code snippets) and 150-plus accelerators from Wipro’s Cloud Management Console to accelerate the transformation roadmap.
Wipro also developed a Center of Excellence framework and governance structure to empower a centralized team to enable continuous value creation while prioritizing process enhancements, maintaining data quality, assessing impact and training needs, and measuring KPIs for the system of engagement.
We delivered the client a robust and actionable 3-year roadmap, a governance solution, and an OCM strategy designed to meet current and future global business objectives using PURVUE target metrics, prioritization, and value measures. Combined with this roadmap, Wipro generated a library of user stories to transition into an expedited MVP build to accelerate time to value. The forecasted business benefits defined within the roadmap include:
Additional benefits include: