How a Global Technology Company Took Customer Relationship and Sales to the Next Level

Wipro enables CRM transformation for the company’s multiple business units across geographies using Dynamics 365 platform, leading to seamless customer experiences

Client Background

Client: American Technology Company
Industry: Technology
Products or Services: Laptops, Desktops, Printers
Areas of operations: Global

Challenge

The client wanted to replace its current customer relationship management (CRM) platform. They were looking for an easy-to-use, cost-effective enterprise platform that provided consistent user experience and seamless integration with their IT landscape.

Solution

Wipro replaced the client’s CRM system with Dynamics 365. Wipro was involved from consulting to implementation to support activities across projects and implemented the tool for multiple business units across geographies. As part of this implementation, Wipro migrated 300 million records. Over 50 different systems were integrated to support the sales process using batch and real-time interfaces.

This engagement involved implementation of Sales, Service, Marketing, Client portals, Self-Service, Employee portals and Executive Briefing Center portal using Field Service capability of Dynamics CRM.

Key highlights of the implementation:

Enabled 100,000+ partners with self-service portals to support opportunity pipeline process
Field Service solution to optimize their processes for executive briefing center across globe
Content management using Azure Blob, Integration with Sales CRM to fetch accounts and opportunities in real time
HR Case Management solution for internal collaboration between HR and IT teams and enabling self-service via portals
Next-Gen Agent Desktop application using Unified Service Desk, and chat integration.

How a Global Technology Company Took Customer Relationship and Sales to the Next Level

Business Impact

Wipro leveraged Dynamics CRM platform functionalities like Customer Engagement, Field Service, Portals, Mobility, O365 support and integration, etc. to make the client’s customer and employee journey simpler and intuitive.

The benefits included:

This solution enabled a unified customer experience across multiple business units with 30,000+ users worldwide
Easy to scale cloud solution for all centers to adopt and add more business units
End-to-end sales lifecycle visibility and intuitive interface for sales team and partners
All portals linked to Dynamics 365 and seamless data flow across multiple touchpoints
Single platform fully integrated to check all CRM related details (sales, service, marketing etc.)
One-stop shop scheduling tool built to onboard 25+ Customer Welcome Centers
Enabled internal collaboration between HR and IT teams
Enhanced customer experience with increase in first time resolution for tickets: Increase in resolution rate to about 4800 cases/month

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Client Themes

How a Global Technology Company Took Customer Relationship and Sales to the Next Level

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