TMCnet News

Wipro Transforms Customer Experience at SRL Diagnostics with Oracle Service Cloud
[November 03, 2014]

Wipro Transforms Customer Experience at SRL Diagnostics with Oracle Service Cloud


(ENP Newswire Via Acquire Media NewsEdge) ENP Newswire - 03 November 2014 Release date- 31102014 - Bangalore, India and East Brunswick, New Jersey - Wipro (NYSE:WIT), a leading global information technology, consulting and business process services company today announced that it has assisted SRL Diagnostics transform its customer care operations by providing successful customer experiences across multiple communication channels leveraging Oracle Service Cloud.



SRL Diagnostics, one of India's largest pathology lab networks with 12 reference labs, 4 Centers of Excellence and 281 network laboratories, explored several solutions to improve their existing customer service experience and eventually decided to implement a Customer Relationship Management (CRM) application for its customer care department. SRL partnered with Wipro considering Wipro's ability to provide full spectrum of services around Oracle Service Cloud which include system integration, change management, and application support. 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.


Oracle Service Cloud combines Web, Social and Contact Center experiences for a unified, cross-channel service solution in the Cloud, enabling organizations to increase sales and adoption, build trust and strengthen relationships, and reduce costs and effort. The enterprise platform provides transparent reliability, unmatched security, and total Cloud freedom for mission critical customer experience delivery.

G Radhakrishna Pillai, CIO, SRL said, 'At SRL, customers form the heart of the organization. We use our proprietary Lab Information System CLIMS for Lab process from sample registration till delivering the report to patient. 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.' 'We are living in an era, where aligning customer experience with brands has become a prerequisite. Consumers expect a virtually seamless experience when they interact with brands; be it on social media, mobile, website, in-store, through the call center and even while making a purchase online,' said Niraj Kaushik, Vice President, Applications Business, Oracle India.

'Oracle's comprehensive and integrated CX Portfolio will enable SRL Diagnostics to deliver a coherent customer experience. Wipro's CRM team is proficient in implementing Cloud technology and will add further value to our products,' he added.

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.' 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 140,000, serving clients in 175+ cities across 6 continents. For more information, please visit www.wipro.com Trademarks Oracle and Java are registered trademarks of Oracle and/or its affiliates.

Forward-looking and Cautionary Statements Certain statements in this release concerning our future growth prospects are forward-looking statements, which involve a number of risks, and uncertainties that could cause actual results to differ materially from those in such forward-looking statements. The risks and uncertainties relating to these statements include, but are not limited to, risks and uncertainties regarding fluctuations in our earnings, revenue and profits, our ability to generate and manage growth, intense competition in IT services, our ability to maintain our cost advantage, wage increases in India, our ability to attract and retain highly skilled professionals, time and cost overruns on fixed-price, fixed-time frame contracts, client concentration, restrictions on immigration, our ability to manage our international operations, reduced demand for technology in our key focus areas, disruptions in telecommunication networks, our ability to successfully complete and integrate potential acquisitions, liability for damages on our service contracts, the success of the companies in which we make strategic investments, withdrawal of fiscal governmental incentives, political instability, war, legal restrictions on raising capital or acquiring companies outside India, unauthorized use of our intellectual property, and general economic conditions affecting our business and industry. Additional risks that could affect our future operating results are more fully described in our filings with the United States Securities and Exchange Commission. These filings are available at www.sec.gov. We may, from time to time, make additional written and oral forward-looking statements, including statements contained in the company's filings with the Securities and Exchange Commission and our reports to shareholders. We do not undertake to update any forward-looking statement that may be made from time to time by us or on our behalf.? Media Contact: Gitanjali Sreepal +91-80-39918018 [email protected] Oracle Media Contact: Deebba Ali +91-98-10509973 [email protected] (c) 2014 Electronic News Publishing -

[ Back To TMCnet.com's Homepage ]