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Wipro transforming the front office presentation


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Learn how transforming the front office helps in achieving Competitive Differentiation, Growth and Profitability

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Wipro transforming the front office presentation

  1. 1. Transforming the Front Office to Achieve Competitive Differentiation, Growth and Profitability1 © 2012 WIPRO LTD | WWW.WIPRO.COM
  2. 2. Customer experience has emerged as a powerful differentiator for companies operating in an intensely competitive market. It is therefore imperative for all types of firms to provide an exceptional customer experience across all touch points and across all contact channels.2 © 2012 WIPRO LTD | WWW.WIPRO.COM
  3. 3. Outsourcing-Wipro study • Outsourcing Center and Wipro performed a survey that looked at: • how organizations approach their front office today, and • how organizations view transforming their customer-facing strategies to improve the customer experience and boost their bottom line. • This report provides a snapshot of where organizations are in terms of their front office and points to general trends in this area.3 © 2012 WIPRO LTD | WWW.WIPRO.COM
  4. 4. FINDING #1 Organizations are currently using a wide variety of contact channels to interact with customers Today, organizations can interact with customers through a myraid of channels, including social media, Web self-service and increasingly mobile devices.4 © 2012 WIPRO LTD | WWW.WIPRO.COM
  5. 5. FINDING #2 Most organizations do not believe their current customer contact efforts are as effective as they could be To improve customer contact efforts, companies should make use of text analytics or unstructured data analytics to understand customer behavior. Segmenting customers is also important.5 © 2012 WIPRO LTD | WWW.WIPRO.COM
  6. 6. FINDING #3 Current front office challenges center around integration issues and reactivity instead of proactivity As younger, savvier customers become more powerful and are able to buy more products and services, the level of services these customers will need and the kinds of interactions they will expect will also change.6 © 2012 WIPRO LTD | WWW.WIPRO.COM
  7. 7. FINDING #4 Organizations aim to standardize processes and improve current customer service capabilities Highest priority over the next 12 months The participants’ highest priority for the next twelve months were to “set up processes to facilitate end-to-end customer feedback” as well as “expand and complement current customer service capabilities.”7 © 2012 WIPRO LTD | WWW.WIPRO.COM
  8. 8. FINDING #5 Organizations could benefit from including outsourcing in their front office transformation strategies Although many companies choose not to outsource the contact center functions because of voice and language issues, alternative channels like chat and social media that don’t have the voice component are the least risky in terms of outsourcing.8 © 2012 WIPRO LTD | WWW.WIPRO.COM
  9. 9. FINDING #5 (contd)9 © 2012 WIPRO LTD | WWW.WIPRO.COM
  10. 10. Conclusion • Organizations can transform their front office by: • Driving exceptional customer experience, through • Web self-service capabilities that include keyword and intent-based search, analytics, guided help and more, plus • Global listening platforms that includes social media monitoring. • · Growing sales and retaining customers, through • Superior churn management and • Appropriate cross-sell and up-sell prompting. • · Improving channel productivity through • Use of customer analytics and • A well-designed, strategic channel strategy. • · Decreasing the cost of customer contacts through • Natural voice self-service and • Next generation chat capabilities.10 © 2012 WIPRO LTD | WWW.WIPRO.COM
  11. 11. For more details please visit the link below : office.aspx11 © 2012 WIPRO LTD | WWW.WIPRO.COM
  12. 12. 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.com12 © 2012 WIPRO LTD | WWW.WIPRO.COM
  13. 13. 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 130,000 employees and clients across 54 countries. For more information, please visit www.wipro.com13 © 2012 WIPRO LTD | WWW.WIPRO.COM
  14. 14. 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.14 © 2012 WIPRO LTD | WWW.WIPRO.COM