IT services provider Wipro today it’s powering SRL Diagnostics to transform its customer care operations.
The Bangalore-based company is providing customer experiences across multiple communication channels leveraging Oracle Service Cloud.
SRL Diagnostics with 12 reference labs, four Centers of Excellence and 281 network laboratories opted for Wipro to implement Customer Relationship Management (CRM) application for its customer care department.
SRL Diagnostics CIO G Radhakrishna Pillai said that the company uses its proprietary Lab Information System CLIMS for Lab process from sample registration till delivering the report to patient. To provide better customer experience, it needed a scalable future proof customer experience solution which could track customer service history and make the information accessible to call center staff.
Following the deployment of the Oracle Service Cloud by Wipro, SRL benefited from enhanced and seamless experience across various touch-points for SRL’s customers.
Wipro’s CRM assisted SRL in streamlining their call center operations by leveraging Oracle Service Cloud and providing an incident tracking mechanism. Wipro also created better experience for call center agents by developing a custom built tool bar for call management, integrated to SRL’s existing customer care infrastructure.