Radically transform Fulfilment, Service Assurance and Revenue Management functions
Wipro’s Customer Management Services drive transformation across Fulfilment, Service Assurance and Revenue Management functions for telecom clients. Our Fulfilment practice uses analytics driven reporting and provides end-to-end visibility from order to activation with a 50% increase in productivity. Our Service Assurance practices delivers a 10-15% improvement across all Customer Experience metrics while reducing cost to serve. The practice leverages our experience of managing 6 of the largest telecom operators in the world. The Billing & Revenue Management practice uses robotics for “touchless billing” and leverages a proprietary platform for Customer Journey as a Service for outsourced processes like promotions, billing, collections and CRM, along with the systems and applications on cloud and an ops team on the ground.
Wipro helped a leading telecom infrastructure company in UK increase billing accuracy by 18.75%, reduce resource spend by 16%, and plug revenue leakage to the tune of 1.3 million GBP by implementing the continuous improvement Framework for
Technology enablement plays a crucial role in tracking customer needs that are expressed through different channels; a platform based approach will help telcos improve customer satisfaction and thereby improve revenues. It’s time for telcos to relook at Service Assurance strategy.
In both scenarios - content and advertising -
it all boils down to creating fans. Once a marketer has a clear understanding of the user's persona, the entire content and advertising strategy will follow suit to create brand fans - your very own brand advocates.