How Wipro built a new age service desk to reimagine employee experience

Wipro’s employee platforms leveraged end-user diagnostics for proactive monitoring, dynamic baselining and real-time analytics, thereby transforming helpdesk operations, and optimizing productivity and costs

Client background

Client: Wipro

Industry: IT consultancy

Area of operation: Global

Services: IT solutions and services

Employees: 175,000

Challenges

Wipro’s IT landscape comprises more than 4,500 servers and over 5000 network devices across two public clouds and on-premises data centers globally, running over 300 enterprise applications. On a typical day, Wipro’s digital platform for self-service myWipro processes nearly 12 million transactions. Rapid business growth resulted in operational challenges that affected user experience including:

Inability to deliver seamless user experience to new-age digital employees due to disparate systems and processes
Lack of rapid response in the event of hardware failures, performance issues and service interruptions
Inconsistent user experience due to high volume of incident alerts and false positives across diverse ticketing systems (approximately 200,000 tickets per month across 1500 categories in more than 60 services)
Reactive troubleshooting with limited visibility into end-user environment, leading to sub-optimal user experience and lost productivity

Wipro realized the need to leverage a proactive approach to detecting and preventing IT issues in order to help service desk professionals go beyond issue resolution and deliver a uniform and cohesive user experience.

Solution

Wipro’s team of experts enabled a paradigm shift in service desk operations by leveraging automation, proactive end user analytics, and rich self-heal and self-service capabilities. The team redesigned myWipro and myHelpline applications to meet the expectations of digitally savvy and mobile-first employees.

Key highlights of the solution were:

Consolidated multiple Interactive Voice Response (IVR) systems into a single IVR
Introduced remote chat support to manage over 1000 chats per day
Eliminated multiple ticketing systems with myHelpline - the platform enabled instant ticket creation and auto-tagging to the relevant department for faster closures. myHelpline is underpinned by Wipro HOLMES^TM AI platform with features such as Classifier Engine and Auto Assigner to reduce the incidence of incorrect ticket classification
Integrated end-user diagnostics and Helpline to provide real-time visibility of the end-user’s environment
Enabled remote resolution of incidents with self-heal option without any intrusive updates to the user
Empowered employees to deploy solutions to known issues on the portal to reduce the burden on the service desk
Introduced end user IT analytics and diagnostics tool, Nexthink to measure infrastructure performance in real-time, enabling rapid diagnostics and troubleshooting of issues
Deployed AppDynamics - a scalable application performance monitoring solution to help simulate end user experience
Introduced Genie and My Buddy chatbots with machine learning and AI capabilities for resolving user queries

Business Impact

The solution created a holistic view of applications, endpoints, and infrastructure, allowing the service desk team to move away from a siloed app-approach to managing availability and performance, and adopting a user-centric approach. This resulted in several tangible benefits including:

Improved overall ticket resolution rate by 68% by automating L1 issues and increasing the productivity of the helpdesk staff
Enhanced end-user experience and reduced the time to create a ticket from three minutes to 30 seconds using AI-enabled e-helpline
Significantly reduced dependence on manual service desk agents and improved turnaround time (without compromising quality) by using bots
Reduced issues reported to service desk and proactively remediated 13% of helpdesk and end user support tickets by activating employee self-service
Enabled servicing of large volumes of tickets (up to 12,000 tickets per day) through myHelpline
Saved more than 2500 person hours in three months by reducing the effort required for problem categorization

“With real-time access to end user analytics and adoption of various HOLMES automation tools, service desk is now able to remotely resolve over 75% of the overall tickets raised by the end user community”

Anitha Prasad, Head – Platforms, Infrastructure Management Group, Wipro

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