Wipro enhanced scalability and optimized the Cloud ecosystem cost for a leading education software provider with Salesforce CRM
The client is a leading US-based education software and e-learning company that focuses on enterprise learning, software application and related services. They develop and license software applications and related services to over 2200 education institutions in more than 60 countries
Technology is critical to providing today’s students with a learning environment and opportunities beyond the classroom. Major players are adopting e-learning trends such as ‘Computers on Wheels’ (carts with wireless laptops), digital whiteboards and multiple types of devices including PDAs and student survey devices. Established organizations are looking to maximize the use of technology as a tool to enhance education.
With growing need for customer support and services due to a multitude of product offerings, the client needed a support application that would enable service staff to improve their operational metrics like case closure rates and reduce case back-log. Owing to an expanding customer base and product portfolio, each business unit employed their own support application. For a unified customer experience, the client needed an integrated CRM solution that was:
- Scalable and extensible
- Process aligned - to improve agent effectiveness and efficiency in handling client cases and interactions
- Cost optimized - to reduce maintenance effort, upgrade activity and system downtime