February | 2020
Client background
Client: Global information technology and consulting company
Industry: IT consultancy
Area of operation: US, Canada, Latin America, Continental Europe, India, Middle East & Asia Pacific
Products: Comprehensive IT Solutions and Services
Employees: 186,000
Revenue: US$8.4 billion (2018)
Challenge
Wipro’s shared services landscape consisted of complex systems with more than 180K users globally. Diverse policies, controls and processes complicated workflows. Every process had multiple manual hand offs, which required a huge support network. Systems, policies and processes needed to be reinvented.
Solution
Straight Through Processing was established by leveraging process re-engineering and automation, creating an intelligent and contextual front-end, re-aligning accountability, and standardizing processes across. It helped digitally transform critical policies and processes in Wipro’s shared services landscape such as:
Travel and expense reimbursement: Wipro HOLMES was leveraged to digitize T&E, integrate multiple satellite applications, email systems and ticketing portals and automate T&E. Chatbots addressed queries. Built-in OCR capability automates document reading and pre-fills forms. Integrated fraud management system used to automatically processes approved receipts. Number of approvals minimized.
Onboarding and offboarding process: Process of document submission, verification and final onboarding was digitized. OCR, Robotic Process Automation and Machine Learning were leveraged to eliminate manual tasks, digitize background verification and build an intuitive analytics-driven portal for users. Satellite applications and various data sources with the final settlement portal were integrated, enabling employees to track the status of no-dues and final statements through the app.
Payroll: Automated more than 56 manual processes and sub-processes. This reduced multiple manual hand offs and mitigated the need for more than 100 data collation resources.
Business Impact
Strategic digital initiatives helped transform the shared services organization into a technology innovation hub. The transformation helped improve overall service quality, reduce manual processing in the back-office by 90%, lower cycle time by 40% and increase user satisfaction by 70%.
Other tangible benefits include:
Reduced cost
Increased productivity and quality
Improved user experience
“One of the biggest milestones in our enterprise transformation journey has been in the area of HR shared services. From manual interventions, large back office teams and long turnaround time for closing transactions, we have moved to automated, minimal IT touch solutions and straight through processing. This has not only improved user experience but has also resulted in greater productivity and optimized cost”.
-Shravanti Choudhuri, General Manager – Employee Experience
Executives tasked with handling IMS have begun to turn their attention to identifying and prioritizing automation opportunities in IMS covering configuration, change and fault management, proactive events and alerts management, performance and security management
In this paper, automation service is defined as any method, technique or tool that can help reduce the intervention of human in any activity.
© 2021 Wipro Limited |
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© 2021 Wipro Limited |
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