Wipro – Enhancing Value over the Entire Relationship Life Cycle | Service Provider

WiproWipro Limited is the world’s first PCCM Level 5 and SEI CMM Level 5 certified IT services company. Today, it is a diversified global business conglomerate with a profitable presence in niche market segments of IT solutions and services, consumer products, lighting, furniture, ecology and energy management, water treatment, and hydraulics.  Major group companies include Wipro Technologies, Wipro Consumer Care and Lighting, Wipro Infrastructure Engineering and Wipro EcoEnergy. Wipro had revenues of US$6.04 billion (FY 09-10) with a CAGR of 26% over the last five years. In the first quarter of this fiscal year, Wipro recorded revenues of US$1.56 billion.

Wipro BPO, the Business Process Outsourcing service line of Wipro Technologies, offers customized service offerings translating into the most flexible and cost-effective services of the highest quality for our customers across CRM, back-office transaction processing, industry-specific solutions and BPO Consulting. The integrated solution approach and support in continuous improvement and business transformation provides enhanced value to our customers over the entire relationship life cycle in a phased manner through process standardization, process simplification and process optimization.

Service Lines

As a leading BPO service provider on a global delivery platform, Wipro BPO offers a suite of services to support the entire front office and back-office management for our customers through numerous channels – voice and non-voice (Web, e-mail, chat, and transaction processing) as well as industry-specific, specialized services.

Front- and back-office management

  • Front-office management
    • Customer support across the entire customer life cycle – acquisition, service and retention
    • L1 to L3 technical support for B2B and B2C customers across industries – telecom equipment, Internet service providers, media and communication, technology and infrastructure
  • Back-office management
    • Finance and accounting – Accounts payable, order to cash, record to report, compliance, risk management, internal auditing, treasury
    • Human resource services – Recruitment administration, workforce administration, compensation administration, benefits administration, payroll processing, learning administration
    • Supply chain management – Planning and analytics, master data management, strategic sourcing, strategic sourcing support, contract management, transactional procurement, supplier performance management

Industry-specific and specialized services

  • Financial services and capital markets
    • Mortgage processing
    • Trade life cycle management
  • Insurance
    • Claims settlement and adjudication
  • Energy and utilities
    • Global information systems
  • Knowledge services
    • Research and analytics
    • Report planning and analysis
    • Legal services
    • Sales and marketing services

Key Differentiator

Wipro BPO has leveraged technology to provide assured business benefits for its customers and it is uniquely poised to redefine the industry’s approach towards business performance improvement and process transformation. Base))), the suite of tools developed in house by Wipro BPO, is designed to accelerate and enhance the payback from outsourced business processes.

Base))) is

  • An integrated suite of applications wrapped with customization services
  • Tools that empower customers with control, transparency, and best practices
  • Packaged with Wipro BPO, enabling efficient execution and simplified governance of outsourced processes
  • Running at15 organizations in seven countries, used by 2,200 users

How does Base))) work?

  • Technology-driven process layer that integrates with existing customer processes
  • Configuration and customization to provide a best-fit solution
  • Deployment, hosting, maintenance, support are Wipro’s responsibilities

What does Base))) do?

  • Provides end-to-end process management
  • Process-agnostic layer that includes capabilities such as case management and workflow
  • Leveraged to build process-specific components like exception management
  • Topped with vertical process solutions such as O2C and P2P
  • Goal: give customers the shortest route to realizing value by augmenting their core systems

How does Base))) compare with others?

  • Value proposition is in terms of business benefits realized instead of just automation
  • Better integrated and de-risked business process automation option with lower TCO
  • Powered by Wipro

Wipro at a Glance

Founded: 1945

  • Wipro BPO: USD 395.33 million (FY 2009 – 10), USD 105.52 million (Q1, FY 2010 – 11)
  • Wipro Limited: USD 6040 million (FY 2009 – 10), USD 1560 million (Q1, FY 2010 – 11)

Employees: Wipro BPO: 25,070; Wipro Limited: 112,925
Wipro BPO Service Lines: Customer support, technical support, finance and accounting, human resource, supply chain management, order management, knowledge services, and industry-specific services within the Banking, Financial Services, Insurance and Energy and Utilities Services space

Headquarters location: Bangalore, India
Locations of Wipro BPO global delivery centers:

  • India: Chennai, Greater Noida, Hyderabad, Kolkata, Mumbai, Navi Mumbai, New Delhi, Pune
  • Australia: Melbourne
  • Brazil: Curtiba
  • Canada: Kanata (client site)
  • China: Shanghai
  • Mexico: Mexico City (client site)
  • Philippines: Cebu, Manila
  • Poland: Dabrowa Gornicza (client site), Wroclaw
  • Romania: Bucharest, Timisoara
  • United States: Alpharetta (client site), Atlanta, Troy (client site)

For more information

Telephone: +91 80 2844 0011
Fax: +91 80 2844 0256
E-mail: [email protected]
Web site: www.wipro.com

Wipro BPO Certifications

ISO 9001:2000 & TICKIT
ISO 14001
CMM Level 5
CMMi Level 5 V1.2
TL 9000
ISO27001 (BS 7799: 2:2002 converted to ISO27001 in Oct 2006)
ITIL certification (BS15000 converted to ISO20000)
Automotive SPICE

Awards & Recognition

CII EXIM Award (2010)
Most Significant Contributor to the BPO Industry (2010)
BPO Employer Brand of the Year (2010)
Award for Operational Excellence & Quality (2010)
Fastest Growing BPO Company of the Year Award 2009
The Global Six Sigma & Business Improvement Awards 2009
NCPEDP Award for Equal Opportunity Efforts for People with Disabilities (2009)
Asian MAKE Award (2009)
Among the Top 5 Green Electronic Brands (2009)
Among the Top 3 BPO Employers (2009)
UN Habitat Business Award (2009)
Among the Top 5 Global Outsourcing 100 Listings (2009)
Annual FAO Research Awards of Distinction (2007, 2008)
Among the Top Companies for Leaders – Hewitt Leadership Award (2007)
Global BPO Standard Bearer Talent Management, Global Excellence, Global KPO Excellence, Best Matured Shared Services (2007)

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