Wipro - Customer Service Command Center
Drive Customer Service Transformation through Process Intelligence
Delivering exceptional customer service is a top priority for organizations across industries. Ensuring efficient dispatch and field service operations is crucial for the timely resolution of customer issues and maintaining customer satisfaction. Wipro's Customer Service Command Center solution combines the power of Celonis Process Mining and ServiceNow CSM platform integration, equipped with an ETL connector to meet these demands. This innovative solution not only addresses the pressing needs of executives but also streamlines daily operations, resulting in improved key performance indicators (KPIs) across the board.
This is where Wipro and Celonis Combine their Strengths:
Provides full visibility across the Customer Service process by focusing on the Service Entry, Dispatch and Field Service Operations.
Get a quick glimpse of the KPIs and their trends.
Unveiling Hidden Insights Analyzing event logs and transactional data from ServiceNow and related Service operations systems provides a holistic view of your end-to-end processes.
Empowering Data-Driven Decision Making - Executives require high-level insights and KPIs to drive strategic decisions and monitor the overall performance of their customer service, dispatch, and field service operations.
Streamlining Daily Operations - Efficiency is the cornerstone of successful customer service, dispatch, and field service operations.
Features & Capabilities
One of the 4 operational dashboards which provides a high-level view into the processes
The analysis aims at getting a wider view of the Analytics section for the whole Service Entry process which includes Service Event Clarification as the major activity.
This analysis is used to identify the Dispatch process which includes Schedule Field Service as the major activity
This analysis is used to identify the Field Service Process which includes Plan On Site Representative as the major activity
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