Wipro transforming the front office presentation

© 2012 WIPRO LTD | WWW.WIPRO.COM 1

Transforming the Front Office

to Achieve Competitive

Differentiation, Growth and

Profitability


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.


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.


Today, organizations can interact with customers through a myraid of channels, including social

media, Web self-service and increasingly mobile devices.

FINDING #1

Organizations are currently using a wide variety of contact

channels to interact with customers


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.

FINDING #2

Most organizations do not believe their current customer

contact efforts are as effective as they could be


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.

FINDING #3

Current front office challenges center around integration

issues and reactivity instead of proactivity


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.”

FINDING #4

Organizations aim to standardize processes and improve

current customer service capabilities

Highest

priority

over the

next 12

months


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.

FINDING #5

Organizations could benefit from including outsourcing in

their front office transformation strategies


FINDING #5 (contd)


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.


http://www.wipro.com/landing-pages/transforming-the-front-

office.aspx

For more details please visit the link below :

http://www.wipro.com/landing-pages/transforming-the-front-office.aspx










http://www.wipro.com/documents/Health_means_more.pdf


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

http://www.wipro.com/insights/business-research/ or mail

[email protected]

About Wipro Council for Industry Research

http://www.wipro.com/insights/business-research/




mailto:[email protected]


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.com

http://www.wipro.com/


Thank You ©Wipro Limited, 2012. All rights reserved.

For more information visit www.wipro.com

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.

http://www.wipro.com/

Wipro transforming the front office presentation

Business

wipro council

business of wipro limited

customer behavior

use of customer analytics

conclusion organizations

cost of customer contacts

end customer feedback

business strategies