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  • About Wipro LTD.: The Opportunity

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    TOM SAVIO
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    Wipro helped a client harmonize their inconsistent CRM processes across sales, service, and configuration pricing globally by implementing Salesforce.com. This created a single global instance for sales and service, unified various systems, and integrated front and back office data. As a result, the client saw improvements like doubled deal closure rates, increased lead conversion, faster service response times, and faster customer connections through the accelerated CRM transformation.

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    about wipro

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    About Wipro Ltd

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    Wipro helped a client harmonize their inconsistent CRM processes across sales, service, and configuration pricing globally by implementing Salesforce.com. This created a single global instance for sales and service, unified various systems, and integrated front and back office data. As a result, the client saw improvements like doubled deal closure rates, increased lead conversion, faster service response times, and faster customer connections through the accelerated CRM transformation.

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    47 views2 pages

    About Wipro LTD.: The Opportunity

    Uploaded by

    TOM SAVIO
    Wipro helped a client harmonize their inconsistent CRM processes across sales, service, and configuration pricing globally by implementing Salesforce.com. This created a single global instance for sales and service, unified various systems, and integrated front and back office data. As a result, the client saw improvements like doubled deal closure rates, increased lead conversion, faster service response times, and faster customer connections through the accelerated CRM transformation.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    About Wipro Ltd.

    Wipro Ltd. (NYSE:WIT) is a leading Information Technology, Consulting and Business


    Process Services company that delivers solutions to enable its clients do business better.
    Wipro 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 recognized globally for its comprehensive portfolio of services, a
    practitioner's approach to delivering innovation, and an organization wide commitment to
    sustainability, Wipro has a workforce of over 150,000, serving clients in 175+ cities across 6
    continents.

    Wipro’s Microsoft Dynamics CRM practice has a singular


    purpose: to show customers you care. Using business process
    automation and tools that integrate data, clients can access
    customer insights, create exceptional omni-channel
    experiences and enhance sales. We help you migrate from
    legacy CRM products to Dynamics CRM Online though our
    Cloud CRM migration framework. We also offer consulting,
    product assessment, implementation, upgrade and support of
    the Dynamics CRM application – and, in fact, we think so
    highly of it that over 6,000 of us successfully use Dynamics
    CRM globally to accelerate our own selling process.

    The Opportunity
    The client’s current CRM processes span sales, customer service, and Configure-Price-Quote
    (CPQ). These inconsistent business processes across geographies led to increased cost of
    sales, while the lack of a single view of the customer or the analytics capabilities to track and
    report user activity, led to service deficiencies and customer dissatisfaction. The client
    required integrated sales and service processes to create a unified sales organization.
    Solution

    1. Global Sales Platform: Wipro created common customer master data, and harmonized
    the sales process across 2,000 users through a single global instance of
    salesforce.com. Simultaneously, front and back office data capture was integrated
    along with the implementation of an easy-to-use user interface.
    2. Global Communities Platform: Wipro unified all the systems and implemented a
    single sign-on with a third party identity provider, improving the experience for over
    20,000 users. Community processes were harmonized in a single instance of
    salesforce.com with content management and knowledge base allowing self-help
    features.
    3. Global Service Platform: Wipro enabled a cross-view between customer service
    systems, ensuring that accurate entitlements, contract expiration, and service tickets
    were visible to the field service teams.
    4. Global CPQ Platform: Wipro integrated BigMachines with SAP Sales Order and
    Project Systems, enabling a quick search and segmentation of products and
    customers.

    Business Impact

     2x deal closure rate, with a simpler administrative process and interface


     16% increment in lead conversion rate
     18% improvement in service response time
     Faster customer connect through an accelerated CRM transformation
     Collaboration with multiple departments in real-time through single view

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