The client, an Australian tele-communications service,  looked to boost self-service functionality for customers to raise queries/issues. Their legacy systems were dependent on multiple internal and external applications, which worked in silos to support customer services like lease return/OIS services, leading to a high completion time. Customer data was spread across multiple systems, and the absence of a single view made information, status, and transaction tracking more difficult. The client also wanted to improve transparency for service request status and device-related information such as warranty and charges.




Wipro implemented a solution for customer journey-based transformation using Pega Platform, providing a seamless omni-channel experience. The solution introduced a device service transformation program for service requests like insurance, D24, and ND24 service plans, enabled support for device service reporting, service request history tracking for the client’s customers, and reconciliation with the client and third party suppliers, and provided support for warranty transactions for all devices.


Business Outcomes


The client observed a reduction in Average Handle Time (AHT) at retail from 15 minutes to approx. 2 minutes for each transaction. Approx. 800 automated device return requests were created per week, with 100% precision. The solution provided an elevated customer experience – one view to device and customer interactions/service requests and automated data and process integration into backend systems. It also automated request tracking to remove manual interventions and reduced risk of errors with faster telco and vendor staff collaboration, and data and process integration.

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