Painkiller for Customers and their Business


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Painkiller for Customers and their Business

  1. 1. Painkiller for Customers and their Business1 © 2013 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL
  2. 2. HIGHLIGHTS Painkiller for Customers and their Business Jagbir Singh discusses his role to design, build and operate the network for India’s largest mobile phone services provider. He knows success is based on understanding two areas — the customer experience and his company’s business needs. . We need to have a good balance b/w the expectation of the customer & an understanding of the business needs. The delicate balance is needed to keep both the customer and the business happy.2 © 2013 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL
  3. 3. Roles and Responsibilities Laying out the Satisfying Monitoring and technology road customer meeting capital and map, and selecting expectations by operating technologies and creating a service expenditures, and product/ equipment aware network related requirements portfolios3 © 2013 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL
  4. 4. A Centralized Network Planning Team is key Bring all network investments, project implementation and operations under the NSG (Network Services Group) Each business unit sends the network technology requirements to NSG, and the two jointly plan out an investment program. NSG then makes the business case to top management, secures funding and implements the project. It apportions the capital investments and operational expenditures to individual BU through a transfer pricing mechanism4 © 2013 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL
  5. 5. Securing Buy-in from Within How do we deal with How do we differentiate competition, pricing, new between 2G, 3G and 4G products and growth? offerings in various markets? The Usual Business Discussions How the company should move to a How can we increase the more energy efficient ecosystem, range of offerings and optimize available spectrum or create a revenue realization? business continuity and disaster recovery plan for its core networks? It’s important to know what it takes to get the necessary backing from top management. Once we have anything that is good for the customer, it makes sense for the organization and is easier to convince the management5 © 2013 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL
  6. 6. The Drive Towards More Efficiency Use technology as a Raise the bar for partner tool to constantly companies. Help them hone company’s improve CX rather than competitive edge just delivering SLAs Introduce a reward & Use technology to get penalty system for first-mover advantage partners, based on in a market customer satisfaction scores and complaint rates6 © 2013 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL
  7. 7. Tips for Aspiring CTOs  The drive to enhance customer satisfaction is not an option but a business imperative  Keep the customer in the center and provide a good experience  CTOs should also understand the business side — the pain points of their colleagues, especially in sales and marketing.7 © 2013 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL
  8. 8. For more details please visit the link below: gbir_singh_casts_himself_as_the_painkiller_for_customers _and_his_business.pdf8 © 2013 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL
  9. 9. About Wipro Council for Industry Research Wipro set up the Council for Industry Research, comprised of domain and technology experts from the organization, to address the needs of customers. It specifically surveys innovative strategies that will help customers gain competitive advantage in the market. The Council, in collaboration with leading academic institutions and industry bodies, studies market trends to help equip organizations with insights to facilitate their IT and business strategies. For more information on the Research Council visit or mail wipro.insights@wipro.com9 © 2013 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL
  10. 10. About Wipro Technologies Wipro Technologies, the global IT business of Wipro Limited (NYSE:WIT) is a leading Information Technology, Consulting and Outsourcing company, that delivers solutions to enable its clients do business better. Wipro Technologies delivers winning business outcomes through its deep industry experience and a 360 degree view of “Business through Technology” – helping clients create successful and adaptive businesses. A company recognised globally for its comprehensive portfolio of services, a practitioner’s approach to delivering innovation and an organization wide commitment to sustainability, Wipro Technologies has over 140,000 employees and clients across 54 countries. For more information, please visit www.wipro.com10 © 2013 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL
  11. 11. 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.11 © 2013 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL