Wipro has assisted SRL Diagnostics to transform its customer care operations by leveraging Oracle Service Cloud. SRL Diagnostics, is one the largest pathology lab networks with 12 reference labs, 4 Centres of Excellence and 281 network laboratories, partnered with Wipro to provide full spectrum of services around Oracle Service Cloud. These 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. It has also streamlined its call centre operations and provided an incident tracking mechanism. It created a custom built toolbar for call management, integrated to SRL’s existing customer care infrastructure. It combined Web, Social and Contact Centre experiences for a unified, cross-channel service solution in the Cloud, enabling organisations 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.
"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 centre staff. We have now gone live with Oracle Service Cloud,” said, G Radhakrishna Pillai, CIO, SRL.
“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 centre 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.
According to Biplab Adhya, vice president, Oracle Applications, Wipro Ltd. Oracle Service Cloud helps automate the daily tasks of SRL customer care users and provided them with a tool that helped them realise better call handling times.