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