Delivering Efficiency and Customer Satisfaction with a Leading American Logistics Company for Over a Decade
October | 2020
Client Background
Client: An American, multinational delivery services and logistics company
Industry: Transport and logistics
Key Products & Services: Courier, post-delivery, express mail, freight-forwarding, third-party logistics
Area of Operations: UK and Ireland
The Challenge
Twelve years ago, Wipro was approached by a leading American logistics company for a massive undertaking. To be sure they were providing unparalleled service and customer support, this organization wanted a floor-to-ceiling update of their customer-service operations:
The Solution
Wipro harnessed its technology expertise to elevate the client’s operations from end to end – refining processes and developing the workforce with data, analysis, and automation:
The Impact
Along with process improvements, the client’s operational costs also reduced by more than $1 million.
Wipro provided quick and timely support to handle the additional workloads. We also provided the training and continuous feedback necessary to enhance the client’s processes. Our attention to detail and unmatched consistency resulted in high customer satisfaction, reflected in our strong annual customer satisfaction (ACSAT) scores, year after year.
Today customers realize that "process value creation" does not necessarily result in "business value creation".
In this paper we explore the purchase trends and concerns issuing banks are facing in managing their disputes and chargeback processes.
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.
© 2021 Wipro Limited |
|
© 2021 Wipro Limited |
Engineering, Construction & Operations
Pharmaceutical & Life Sciences