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Learn how transforming the front office helps in achieving Competitive Differentiation, Growth and Profitability
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© 2012 WIPRO LTD | WWW.WIPRO.COM 1
Transforming the Front Office
to Achieve Competitive
Differentiation, Growth and
Profitability
© 2012 WIPRO LTD | WWW.WIPRO.COM 2
Customer experience has
emerged as a powerful
differentiator for companies
operating in an intensely
competitive market.
It is therefore imperative for all types
of firms to provide an exceptional
customer experience across all
touch points and across all contact
channels.
© 2012 WIPRO LTD | WWW.WIPRO.COM 3
Outsourcing-Wipro study
• Outsourcing Center and Wipro performed a survey that looked at:
• how organizations approach their front office today, and
• how organizations view transforming their customer-facing strategies to
improve the customer experience and boost their bottom line.
• This report provides a snapshot of where organizations are in
terms of their front office and points to general trends in this
area.
© 2012 WIPRO LTD | WWW.WIPRO.COM 4
Today, organizations can interact with customers through a myraid of channels, including social
media, Web self-service and increasingly mobile devices.
FINDING #1
Organizations are currently using a wide variety of contact
channels to interact with customers
© 2012 WIPRO LTD | WWW.WIPRO.COM 5
To improve customer contact efforts, companies should make use of text analytics or unstructured
data analytics to understand customer behavior. Segmenting customers is also important.
FINDING #2
Most organizations do not believe their current customer
contact efforts are as effective as they could be
© 2012 WIPRO LTD | WWW.WIPRO.COM 6
As younger, savvier customers become more powerful and are able to buy more products and
services, the level of services these customers will need and the kinds of interactions they will
expect will also change.
FINDING #3
Current front office challenges center around integration
issues and reactivity instead of proactivity
© 2012 WIPRO LTD | WWW.WIPRO.COM 7
The participants’ highest priority for the next twelve months were to “set up processes to facilitate
end-to-end customer feedback” as well as “expand and complement current customer service
capabilities.”
FINDING #4
Organizations aim to standardize processes and improve
current customer service capabilities
Highest
priority
over the
next 12
months
© 2012 WIPRO LTD | WWW.WIPRO.COM 8
Although many companies choose not to outsource the contact center functions because of voice
and language issues, alternative channels like chat and social media that don’t have the voice
component are the least risky in terms of outsourcing.
FINDING #5
Organizations could benefit from including outsourcing in
their front office transformation strategies
© 2012 WIPRO LTD | WWW.WIPRO.COM 9
FINDING #5 (contd)
© 2012 WIPRO LTD | WWW.WIPRO.COM 10
Conclusion
• Organizations can transform their front office by:
• Driving exceptional customer experience, through
• Web self-service capabilities that include keyword and intent-based
search, analytics, guided help and more, plus
• Global listening platforms that includes social media monitoring.
• · Growing sales and retaining customers, through
• Superior churn management and
• Appropriate cross-sell and up-sell prompting.
• · Improving channel productivity through
• Use of customer analytics and
• A well-designed, strategic channel strategy.
• · Decreasing the cost of customer contacts through
• Natural voice self-service and
• Next generation chat capabilities.
© 2012 WIPRO LTD | WWW.WIPRO.COM 11
http://www.wipro.com/landing-pages/transforming-the-front-
office.aspx
For more details please visit the link below :
© 2012 WIPRO LTD | WWW.WIPRO.COM 12
Wipro set up the Council for Industry Research, comprised of domain
and technology experts from the organization, to address the needs of
customers. It specifically surveys innovative strategies that will help
customers gain competitive advantage in the market. The Council, in
collaboration with leading academic institutions and industry bodies,
studies market trends to help equip organizations with insights to
facilitate their IT and business strategies.
For more information on the Research Council visit
http://www.wipro.com/insights/business-research/ or mail
wipro.insights@wipro.com
About Wipro Council for Industry Research
© 2012 WIPRO LTD | WWW.WIPRO.COM 13
About Wipro Technologies
Wipro Technologies, the global IT business of Wipro Limited (NYSE:WIT) is a
leading Information Technology, Consulting and Outsourcing company, that
delivers solutions to enable its clients do business better. Wipro Technologies
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 recognised globally
for its comprehensive portfolio of services, a practitioner’s approach to
delivering innovation and an organization wide commitment to sustainability,
Wipro Technologies has over 130,000 employees and clients across 54
countries.
For more information, please visit www.wipro.com
© 2012 WIPRO LTD | WWW.WIPRO.COM 14
Thank You ©Wipro Limited, 2012. All rights reserved.
For more information visit www.wipro.com
No part of this document may be reproduced in
whole or in part without the written permission of the
authors.
Wipro is not liable for any business outcome based
on the views presented in this document. For specific
implementation clients should take advise from their
client engagement manager.
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