Redefining Customer Experience

Partner to a Global PC Manufacturer for B2C Tech Support

# 1 Partner (FY’ 18)
• Global CC Rankings
• Client’s QMS Scores
• Sales Revenue
$ 10.7 MN Resolution AHT $ 5 Mil
Revenue generated annually Consistently meeting the numbers and BVM (Business Value Meter) benefits
Highest in resolution
through sales based activities keeping the cost of operations low through CI, Lean, Six Sigma & Automation
amongst all vendors Impact
projects

Key business outcome

Client Processes Delivery Landscape Business Optimization
driven by Wipro
• Pre-sales, L1 Technical support, L2 • Geo Supported: North
Escalation Support (CRT), Dispatch Americas, India and APAC • EMT Elevation automated • Reduction in handling time for
Management, Warranty Support & Up- process
• 2 Delivery Locations: Kolkata APAC Chat
Sell / Cross-Sell • Lean , Six Sigma &
and Delhi in India
Continuous Improvement • 36 FTE Capacity Created
• Supporting PCs, Laptops, AIOs and
• 10 Queues across various PLs
Printers including accessories • Analytics & Automation • Zero EMT elevation
and support mediums (Voice,
• Sales initiatives led to high revenue per Chat & Case System) • Replication of Best Practices • 30% Reduction in OB min %
call making the engagement a “zero
• CMMI SVC L5 practices • Productivity Gains and
cost business” for client • 30+ Trained Scrum Masters
implemented and achieved Efficiency Gains
• Implemented a CoE concept which Certification
• 45+ Lean Engagements Done
standardized practices across centers
• 14 years+ engagement with
to Deliver Benefits to
700+FTE processing 3mn
service request annually Customers
Business Challenges
• NPS improvement for PSG NA Voice
• Reduction in OB Mins% for KV India Bagged Most Innovative Six Sigma Project –
Technical Support Services” award in World
Voice process Quality Congress (WQC) for the Six Sigma project
executed in HP APAC in July ‘17

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