How We Transformed Customer Experience for One of the Largest Mobile Providers
The 4th-largest telecommunications company in North America wanted to drive business growth through an enhanced partner experience but was held back by legacy applications. After deciding to invest in Salesforce, the customer used an incumbent Solutions Integrator (SI) to deliver a strategic roadmap and execution. As the vendor struggled to meet project goals and timeline, the customer began to search for a new SI.
Wipro began the transformation effort to significantly improve customer and employee experience by:
- Improving the partner access to key insights
- Driving revenue growth
- Empowering sales teams
Specific areas of improvement are:
- Sales Process Simplification
- Service Request Quote (SRQ) and Commercial Site Inspection (CSI) Optimization
- Service Delivery Process Simplification
- Contract Management Enhancements
By opening up a meaningful dialogue with key customer stakeholders including IT, Operations, Sales and Procurement, Wipro team was able to quickly build rapport and engagement with multiple decision makers and prove value and insight that led to a $3.1 million engagement to manage the full migration of 2 key business systems to the Salesforce platform.