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Wipro transforms customer care operations at SRL Diagnostics

Wipro successfully deployed the Oracle Service Cloud, delivering an enhanced and virtually seamless experience across various touch-points for SRL’s customers

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BANGALORE, INDIA: Wipro has assisted SRL Diagnostics transform its customer care operations by providing  successful customer experiences across multiple communication channels leveraging Oracle Service Cloud.

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SRL Diagnostics decided to implement a Customer Relationship Management (CRM) application for its customer care department. Wipro successfully deployed the Oracle Service Cloud, delivering an enhanced and virtually seamless experience across various touch-points for SRL’s customers.

Wipro’s CRM team aided SRL in streamlining their call center operations by leveraging the core benefits of the Oracle Service Cloud and providing an incident tracking mechanism. Wipro also created a unique experience for all call center agents by developing a custom built toolbar for call management, integrated to SRL’s existing customer care infrastructure.

G Radhakrishna Pillai, CIO, SRL said, "In our bid to provide a better and well-rounded customer experience, we needed a scalable future proof customer experience solution which could help us keep track of the customer service history and make the information accessible to our call center staff. Wipro’s ability in standardizing processes as well as their expertise in implementing Cloud technology and adding new dimensions to reach our customers has helped us move beyond the status quo. We have now gone live with Oracle Service Cloud.”

Biplab Adhya, Vice President, Oracle Applications, Wipro Ltd. said, “We partnered with SRL to help them scale up their customer service management operations, and enable an improved user experience for its staff and customers. We used Oracle Service Cloud to help automate the daily tasks of SRL customer care users and provided them with a tool that helped them realize better call handling times, thereby delivering a consistent service across different channels like voice, email, web, chat and social media.”

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