Wipro Transforms its Shared Services Organization into a Technology Innovation Hub

Process re-engineering and automation helps Wipro reduce costs, enhance user experience and improve productivity

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

Reduced dependency on help desk agents by 96%.
Automating background verification process reduced support team size by 50%.

Increased productivity and quality

Fraud detection ability increased by 52% in the employee reimbursement process
Background verification process reduced from 32 days to 11 days
Improved vendor SLA by 35% and internal SLA by 75%.
Final settlement time reduced from 7 days to 48 hours.
Onboarding system efficiency improved by 10X, enabling employees’ productivity from Day 1.

Improved user experience

Reduced transaction time by 80% using digital wallets that help save travel receipts and raise claims on the go.
Reduced employee claim processing time from 20 days to three days.

“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

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