How Wipro transformed Contract Management and Customer Service with Business Process Reengineering for a global technology company
Wipro commissioned IDC to write a ‘Customer Spotlight’ of a large global technology corporation that handles a diverse product portfolio of the company's PCs, tablets, workstations, and printers for commercial accounts and consumers. The group provides global services and technical support for millions of installed devices that the company has in the market.
This ecosystem of services and support had grown increasingly complex over time, spanning millions of devices and hundreds of processes across numerous IT platforms. To build and maintain the connections among so many different platforms and processes required frequent manual interventions by a very large, dedicated team of IT staff. The challenge was to scale up the entire ecosystem and transform contract management from a services standpoint that could support the necessary business expansion.
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