Client Background

Client: Leading global manufacturer of industrial cleaning equipment

Industry:  Manufacturing

Key Products & Services: Cleaning equipment and full cleaning systems

Area of Operations: USA and Europe

Challenge

The input information from the client’s customer sales orders for cleaning machines and parts was unstructured and non-standardized with high variation in the ordering process for each cluster, resulting in high error rate, delay in customer invoicing, failure of SLAs, and increased cycle time. The lack of visibility in the sales and services ordering process hindered performance due to absence of Key Performance Indicators (KPI) and Critical Performance Measures (CPM) reporting in the client’s business.

The lack of Standard Operating Procedures (SOPs), golden process maps for sales and services ordering process, and a knowledge repository put the client’s business at further risk. People-dependent processes caused delays and errors  due to frequent resource churn.

Solution

Wipro introduced process standardization of sales & services process, which enabled script-based automation, timely and correct invoicing, and cross-skilling of resources on multiple processes and regions. We helped the client to consolidate the cluster/regions by establishing two process towers including services and a general admin desk.

As part of our smart operations initiative, we leveraged our analytics expertise and introduced productivity reporting in MS Teams and integrated Power BI with MS Teams to generate real-time visibility of the performance dashboard.

We leveraged BASE)))™ Harmony to digitize and capture SOPs and create process maps repositories for all client processes, which guaranteed sustenance of client business processes.

Business Impact

Standardization of sales and services process enabled script-based automation, timely and correct invoicing, and cross-skilling of resources on multiple processes and regions.

• Delivered over $ 2.2 million of business value / cost savings over two years (outside contract terms) 
• 20% increase in volumes handled by script based automation (benefit of $17,000 annually)
• 50% processes standardized and 65% agents cross-skilled across multiple clusters
• 9 clusters consolidated into two towers including services desk and general admin desk
• 100% process SOPs created in Base)))™ Harmony