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Wipro
- A customer-centric organization has a dedicated team called Customer
Advocacy to address any unforeseen challenges. Their objective is to
enhance the customer experience for our India & Middle East
customers at Wipro.
A two-pronged approach of proactive and
reactive management is followed. C-sat surveys are used to identify
proactive actions and enhance customer satisfaction. Customer
escalations received by Customer Advocacy are worked on with alacrity
and driven to closure, to form part of reactive management.
PITSTOP,
the package used to document all the escalations received by Customer
Advocacy, not only drives for closing the escalation, it also drives for
Root Cause Analysis and Process Enhancement with respective
stakeholders.
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