Wipro’s TAC support on enterprise
telephony portfolio helps client to focus on emerging
technologies
The
client
The Client
is a large North American Telecom Manufacturer.
The
challenge
The client was finding
it difficult to provide solutions to end-customer
problems across the globe in time. This coupled
with increased costs of operations necessitated
the need to find an outsourcing partner who could
provide wide ranging services to end-customers,
solve their problems and thus enhance the customer
satisfaction.
Wipro
solution
Wipro helped the
client serve the end customers in a better manner
and raise satisfaction levels. Increased team size,
effective coordination with designers and end customers
helped in better understanding of the product portfolio.
The project involved following
Getting the
problem information from the client’s
customers and resolving them
Global Network Technology
Services (GNTS) team complimenting activities
of the services group
GNTS load sharing for the
client’s existing GNTS team (extended
engineering arm)
NA region
More than
4000 cases resolved
Supporting additional products
now
APAC Region
More than 1200
cases resolved
Critical business cases
are better taken of with team in India region
coordinating with NA region team
Benefits
With Wipro
taking over problem resolution the client
was able to focus on emerging technologies
Reducing cycle time and
delivering quick solutions
Reducing operating costs
for providing technical support and problem
resolution services to end customers
