The Integrated Customer View - Wipro Presentation


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Enterprises have implemented a range of customer-centric improvements, but there is one major flaw - the lack of an integrated
customer view.

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The Integrated Customer View - Wipro Presentation

  1. 1. The Integrated Customer View1 © 2012 WIPRO LTD | WWW.WIPRO.COM
  2. 2. With consumer expectations at an all time high, most companies have improved their customer-facing operations. Enterprises have implemented a range of customer-centric improvements, but there is one major flaw - the lack of an integrated customer view. The cost of replacing a customer is five times as much as the cost of retaining one.2 © 2012 WIPRO LTD | WWW.WIPRO.COM
  3. 3. One Customer, Divided • In a typical banking scenario, there are two ways customer information is bifurcated: Customer Information residing in group-wide databases Technology Organizational Structure Multiple outlets, Multiple channels Multiple Lines of such as Local data and Business like branch networks, systems specific Insurance, telephony product Deposits and to each product processing operations, and Customer Internet systems Lending channels Not only does the company bear the expense of customer churn, it misses the opportunity to deliver new sales leads based on complete knowledge of the customer3 © 2012 WIPRO LTD | WWW.WIPRO.COM
  4. 4. The Integrated (not ‘Single’) Customer View An "Integrated" customer view is: • More accepting of technical constraints, and focuses on operations - making data,intelligence, and process activation available to all customer touch points as and when needed. • A business-led capability that is delivered through process and technology change. • Does not require "big bang" expenditure and major systems overhaul. Such a view can be achieved progressively through a Common Service Layer solution that enables your organization to map customer data from various databases into a common view for the people, processes, and systems that deliver your customer experience.4 © 2012 WIPRO LTD | WWW.WIPRO.COM
  5. 5. Key requirements for a Common Service Layer solution • Ability to support rapid business process change without compromising speed and efficiency Flexible and scalable • Ability to facilitate integration with the applications it exploits and those that Standards consume its services based • Ability to support process automation, including the configurability of business Process processes, workforce management, and work distribution oriented • Support for incremental realization of benefits without putting the implementation Implement program at risk Progressively • Use of standards-based encryption Secure5 © 2012 WIPRO LTD | WWW.WIPRO.COM
  6. 6. Initial steps prior to solution design • Initiate a customer experience and capability analysis. • Define the target optimum customer experience. • Identify the key capabilities required to improve and achieve the optimum customer experience. This requires a commitment from the top of the company - including identification of someone who owns the customer experience and can drive change.6 © 2012 WIPRO LTD | WWW.WIPRO.COM
  7. 7. Conclusion • Remember that your focus is on business change,not simply technology change. • Keep your eye on the customer, who wants to deal with your organization through any available channel at any time . • See your business through the experience of the customer. • Create a customer experience that feels truly joined up, understands customer needs and aspirations. This may even have your customers raving about you on Facebook!7 © 2012 WIPRO LTD | WWW.WIPRO.COM
  8. 8. For more details please visit the link below : center/The_Integrated_Customer_View.pdf8 © 2012 WIPRO LTD | WWW.WIPRO.COM
  9. 9. About Wipro Consulting Services Wipro Consulting Services helps companies solve todays business issues while thinking ahead to future challenges and opportunities. As a business unit of Wipro Technologies, one of the worlds leading providers of integrated consulting, technology and outsourcing solutions, we bring value to our clients through end- to-end business transformation – think, build and operate. Our model for the includes implementing lean process transformation, exploiting new technology, optimizing human capital and physical assets and structuring next generation partnering agreements that create value and win/win business outcomes for our clients. For more information, visit or contact us by email at © 2012 WIPRO LTD | WWW.WIPRO.COM
  10. 10. Thank You ©Wipro Limited, 2012. All rights reserved. For more information visit No part of this document may be reproduced in whole or in part without the written permission of the authors. Wipro is not liable for any business outcome based on the views presented in this document. For specific implementation clients should take advise from their client engagement manager.10 © 2012 WIPRO LTD | WWW.WIPRO.COM