Type of products covered: medical devices, therapeutic drugs, and compounding/ biological products. Processes owned: performing multilingual intake/data entry, triage, complaints investigation, regulatory assessment/decision (US/OUS), regulatory reporting and direct submission (US/OUS), good faith efforts, and complaints closure. Number of products: supporting 200+ product families across the geography.
The engagement to support post-market surveillance activities led to a 40% reduction in complaint handling operations cost. Processes owned: performing multilingual intake/data entry, triage, complaints investigation, regulatory assessment/decision (US/OUS), regulatory reporting, direct submission (US/OUS), good faith efforts, and complaints closure.
Leading Australian Telecom Service Provider Saves Huge Costs by Reducing Technician Truck Rolls
A chosen partner for more than 7 years, Wipro helped deliver benefits with best in class campaigns and optimized ad spend budget for over 4,500 of the company’s customers
Wipro helps a leading retail company with a common loyalty program through a single hub that services all their retail businesses for campaign building, execution and reporting.
Wipro helps a leading iconic denim brand manage website content publishing efficiently and quickly including creation of web pages, landing pages with UI functionality as well as ecommerce pages and online campaigns.
Wipro helps a leading global medical devices manufacturer increase online brand and product awareness with digital marketing and design support to all its global marketing teams
A chosen partner for more than 5 years, Wipro helped the client deliver benefits using its ‘follow-the-sun’ delivery model for web publishing and content management services.
Type of products covered: medical devices, therapeutic drugs, drug device combination products, SaMD. Processes owned: Multilingual complaint intake and registration, coding, regulatory reporting, investigation coding, and closure of reportable and non-reportable complaints, across US, EMEA, LATAM, APAC and Canada. Medical information: Medical and technical inquiries in multiple languages via voice and non-voice channels.
The technology company realizes 9% upfront productivity and 2 days of cycle-time reduction over a period of 5 years by transferring shared services center ownership to Wipro
A next-gen AI solution, jointly developed by Wipro and Ontotext, helps the pharma company achieve a 30-fold increase in efficiency in knowledge management
Wipro helped in authoring and reviewing safety reports for Regulatory submission in EU and USA regions by adhering to Wipro invested online Quality checklists and dashboards.
Wipro’s comprehensive approach helped a long-time partner strengthen its MICCs through advanced technology and strategic processes.
Wipro’s case management solution helped in real time processing of all cases for timely submission to global regulatory authorities.
Extensive migration with zero disruption achieved with majority resource rebadging for a global GDS and tech company in the travel and tourism space
A partner for more than twelve years, Wipro helped Asia-Pacific’s leading passenger and cargo airline modernize operations to enhance organizational efficiency and customer experience worldwide.
Our twelve-year partnership went above and beyond expectations to streamline operations and elevate customer experiences.
The semiconductor industry is one of the more cyclical sectors in the value line universe. During times of economic prosperity, the chip sector thrives thanks to increased spending on the corporate and consumer sides. However, during economic downturns, revenues come under pressure as corporate information technology
Healthcare insurance covers essential health benefits that are critical for maintaining health and treating existing illness and/or accidents. It also helps protect people from the financial burden of an unexpected medical bill, provides preventive care, and is required by law.
Social Media Marketing involves the use of social media platforms to connect with an audience to build an organization’s brand, increase sales, and drive website traffic.
Top-notch customer service and technical support delivered to the customer via advanced analytics and knowledge management
Consolidation and transformation of financial operations achieved by the client, in addition to 100 percent process compliance by leveraging smart automation and analytics
Our innovative solutions focused on client success delivered significant cost reduction, enhanced productivity and efficiency, and improved customer experience.
Sensis’ Customer Operations Group improved productivity by 20%, realized business value of USD 145,626/annum with the help of a backlog improvement plan
The client achieved an efficiency gain of over 45% along with zero processing error through Wipro’s Automation Platform as-a- Service (APaaS). 53 bots were deployed to automate twenty processes, saving more than 7000 hours.
Wipro enables the client to attain $18 M business value, 50% productivity benefits by leveraging its expertise, automation tools, and technology
Enabling Digital transformation in its core operations helps drive optimization in processes, automation of complex flows across 120 countries and 15+ languages
The client was facing several challenges in their existing Tech Support ecosystem.
The client had non-standardized and several manual processes across the globe.
The UK-based telecom company was not seeing (Return on Investment) ROI from click to chat channel.
The client achieved 99.5% mapping accuracy, supporting driverless trajectory for autonomous cars by leveraging automation
Their existing claims processes had high d ependency on employees leading to various challenges.
The company was witnessing a significant amount of manual processing and rework in its processes that affected its operational efficiency.
The client attained consistent CSAT (Customer Satisfaction) scores of 90% throughout, with 17% reduction to chat AHT (Average Handling Time) by using Wipro’s Collections-asa- Service solution
The manufacturing company brought down average cost per FTE (Full-time Equivalent) and achieved an internal target of USD 100 million in savings using Wipro’s Global Business Services delivery model
We helped a leading US transportation network company increase productivity by 37% using gamification
The client achieved a 15% reduction in debt and 40% improvement in tracking missed payments via Automation
How Wipro helped a leading US-based microprocessor and chip manufacturer implement a unified digital campaign management platform
Wipro helped UK’s leading communication infrastructure provider standardize its order management with RPA by reducing cost by £1.4 million
We helped a leading global bank improve its RWA through data remediation, enabling savings of $2.6 billion
We helped a leading UK investment bank reduce customer onboarding time from 45 to 17 days
A leading financial media company enables seamless integration of newswire feeds from Asia’s 7 emerging markets leading to a saving of USD 121K per annum at zero cost
Transforming Falck's finance operations through our enterprise operations transformation model
Driving customer experience through domain, insights and collaboration BFSI Business Process
Bancolombia leverages Robotic Process Automation to drive efficiency, reduce risks and enhance customer experience
Business process management is a data-heavy practice all about monitoring workflows and refining the rules and conditions to make them as efficient as possible. As such, it is a perfect task for intelligent technologies which can process large quantities of data and help human workers derive deeper insights. Intelligent business process management (iBPM) helps by identifying hard-to-find gaps in processes. Once the areas of improvement are unearthed, organizations can use various technologies to improve the process.
Semantic web refers to a state where machines understand every piece of information available on the internet. This enables machines to process content at scale, and provide meaningful insights. They are also able to represent data in a structured manner, so it can be easily connected and reused. Other foreseeable benefits of the semantic web include complete automation with intelligent self sufficient systems, personalization on every front, and knowledge discovery, by linking new data and working on existing relationships to infer new relations, in quick time.
Transformation is not NEW. The NEW is transforming with speed, agility, and creating value for stakeholders. Recent years have seen an emphasis on enterprise-building capabilities to respond with speed and agility but the missing piece has been the right approach to value definition, creation and realization for stakeholders.
Organizations across the globe spend millions of dollars in trying to understand the psychology of their employees and consumers and influence them to be ‘hooked’ to their products or services. This article attempts to understand the science behind these behavioral changes, like the science of addiction. We explore if the same concepts can be applied in the mental wellness industry to create healthy habits among consumers.
Process mining helps understand business processes holistically, enabling analysis of their automation potential
Process Mining is Accelerating Digital Transformation
The retail and consumer world is volatile, uncertain, complex, and ambiguous (VUCA) due to changing consumer behavior and product preferences. These cause dynamic changes in the consumers’ shopping carts.
Better decision-making, operational efficiency, and compliance are just a few of the outcomes of a winning data strategy
An integrated approach to customer service and a framework for creating trust through customer inclusion are essential to a successful customer-first strategy
The mortgage industry has seen a consistent decline in mortgage loan origination growth in the past decade due to the decreasing margin as the industry players are facing stiff competition.
The procurement function is spread across two significant sets of processes – Source to Contract and Procure to Pay – with data management and procurement strategy being the support pillars for these two processes.
Conversational AI has taken the front seat in leading the next set of efficiencies, effectiveness and experience for contact centers
Organizations today are trying hard to digitalize their businesses in hopes of outpacing competition and increasing productivity.
Students from low-income family groups who want to continue their education are the worst hit due to the ongoing COVID-19 situation. This has led to job loss and has affected the financial status of the families, while financial aid applications are still dependent on the previous year’s
Blockchain as a concept was brought into scientific discourse as early as the 1990s, but the first implementation took close to 19 years when the first blockchain as the public ledger for transactions made bitcoin.
The Data & Analytics market is perhaps the most mature industry amongst the other ‘Digital Transformation’ levers that are being utilized to transform the ways of working for organizations
The transformation of mental wellbeing in times of COVID-19 using automation, artificial intelligence, analytics, and a balanced way of life can improve end user experience, well-being, and productivity helping HR organizations and ourselves solve critical day-to-day issues
The high-tech industry is going through large-scale disruption. Value is migrating from products and devices to software platforms; Intense competition, extreme cost pressures, inefficient and fragmented processes, siloed data, and legacy systems are forcing businesses across the world to make changes.
Today, COVID-19 has drastically impacted global working models across industries, with no exception. Individuals in altered industries are working in varied shifts by successfully adopting a work-from-home model and delivering outputs per client obligations and regulatory compliance.
Consumers often fall prey to buying counterfeit products, as there is little or no way of verifying their authenticity. While the traditional brick and mortar retailer might have been able to vet the validity of counterfeit products, ecommerce sites find it hard to track third party sellers who have easy access to consumers.
The COVID-19 pandemic is an unprecedented humanitarian crisis that has not only disrupted life in general, but also businesses and consumer behavior patterns, creating a new normal in the retail and consumer business landscape.
The increase in netizens and social media platforms along with the proliferation of mobile internet has led to an unprecedented surge in User Generated Content (UGC) creation and consumption.
Businesses are evolving with time and in all dimensions owing to the need to be disruptive and innovative.
The Transport and Logistics Industry was already seeing a slump in demand towards the end of 2019 because of the Chinese New Year.
As the spread and severity of COVID-19 continues to grow, the guardian of employee welfare—Human Resources—is helping leaders and businesses to ensure consistent people practices and wellbeing.
India is the largest base for IT & ITES business globally, accounting for approximately 55% of the total market in 2017-18.
This article discusses the essential components for driving a digital adoption framework.
The Travel industry’s growth over the last two decades has led to the corresponding growth of the Hospitality industry, a now $600 Billion global industry that directly and indirectly employs 250 million people. However, the recent COVID-19 outbreak is having a devastating impact on the world, leaving the travel and hospitality industries reeling from its repercussions.
The article discusses the importance of getting the right automations discovered for an higher ROI, the various challenges of discovering right automations along with a two pronged approach of getting your automation discovery in place.
Blockchain technology is getting tremendous traction in the world. We want to look at the use of this tech in the telecom industry – the probable areas of use, what the leaders are doing and where Wipro can help it’s clients deploy in the future.
Living in an age where internet has become a necessity, we have been exposed to a deluge of online content.
Blockchain Pharmacovigilance (PV) deals with detection, medical assessments, evaluations, monitoring and, prevention of (ADRs).
The PoV talks about the core prerequisite elements that would help an organization to drive a goal-oriented transformation journey while avoiding the potential pitfalls along the way.
Business process transformation is the buzzword being discussed in every boardroom.
Find out how to combine the powers of rule based automation and knowledge based artificial intelligence to achieve digital transformation
Demystify the AI hype vs reality in business process services
Find out how to combine the powers of rule based automation and knowledge based artificial intelligence to achieve digital transformation
Changing times warrant changing KPIs to ensure seamless benefits from Intelligent Automation initiatives.
Is RPA & AI adoption only gaining traction across traditional horizontal functions like F&A or are the likes of SCM, OM, and Procurement gaining momentum?
How do organizations begin their journey towards Blockchain adoption? Which use cases are finding greater adoption?
The next generation of OM has to be simple, flexible,time-bound, easy to use, adaptable, and driven by technology.
Achieve GDPR compliance through Wipro's SAIX (Simplification, Automation, Intelligence, eXperience) model
The Record to Report (R2R) process was essentially created to collect, process, and analyze financial information to generate insights into how a business is performing
Customer Experience (CX) strategy is as much about technology today as it is about user experience.
Drive integrated automation by combining linear and nonlinear automation approaches
Artificial Intelligence (AI) and Robotics have created a disruption that challenges white collar jobs, which earlier seemed impenetrable
In today’s world, be it hotel booking, deciding which airline to take, or choosing the right pair of shoes, customers tend to trust user reviews posted on various online forums.
Advanced analytics helps uncover hidden patterns and insights in campaigns and ensures better ROI
How can you enable an efficient transformation of the Financial Planning & Analysis function?
A report by Ovum on Wipro BPO’s capability to leverage process optimization and automation for ‘fulfilment’ in telecoms BPO, articulated through the BT engagement.
A leading American airline improves overall efficiency by reducing process handle time, leading to business value-add of USD 1 million annually.
White paper on importance of managing appeals and grievances to improve star ratings for Healthcare payers.
IoT is transforming the healthcare industry by redefining the space of devices and people interaction in delivering healthcare solutions.
Digitizing the invoice validation process helps TSP's increase efficiency, ROI and cost-effectiveness.
With merges and acquisitions becoming a need of the hour in the Telecom industry, organizations are looking for a cost effective and efficient way to tackle order management disparities.
After 2019, IFRS 16 will require companies to gather significantly more information to be compliant.
Identifying and mitigating the top risks that impact an automation project helps in successful implementation
Retail analytics empowers retailers to take informed business decisions.
Drive RPA projects to success by using a time-tested and robust methodology for successful RPA deployment.
With the robotic workforce automation will lead to augmentation of human efforts with no threat to job security
Digital disruption has resulted in a paradigm shift for procurement- from a cost saver to a profit driverDigital disruption has resulted in a paradigm shift for procurement- from a cost saver to a profit driver
Enable procurement professionals to make better purchase decisions through e-procurement
Digital disruption calls for telecom organizations to take a holistic approach to transformation
RPA in Corporate Services includes automating the entire landscape of back-ofﬁce and middle-ofﬁce processes
Assisting payers, providers and life sciences organizations to engage patients and physicians in targeted care programs
Banks should put a control on their strategic spend, and invest on digital transformation by implementing innovative digital technologies.
What is a fable in science fiction today becomes a fact tomorrow. Sci-fi folklore have long foretold of a fascinating future where earthlings are able to attain the ultimate synergy with intelligent androids.
Airlines should leverage technologies such as RPA and Data Analytics to plug revenue leakage and drive efficiency.
Consumers around the globe are experiencing a huge transformation. Digital and globalized everything is radically revolutionizing the way we live, creating better choices, more opportunities, extra conveniences, and lower prices.
At a time when the automation industry is on the rise, how can organizations evaluate the best vendors?
Welcome to the new year edition of BPO Thought Spot, and thank you for your outstanding response to our inaugural issue. We're proud to provide you with meaningful thought leadership on the latest trends, innovations and practices in the outsourcing space.
Frequent flyer programs have transformed the way airlines interact with their passengers and conducts its business. Interactions made easy and fast through technology