Case Study: Wipro reduces support ticket response times by 50% with Amazon Web Services

Wipro Limited Reduced Response Times for Support Ticketing Solution by 50% Using AWS

Wipro Limited, a leading information technology and consulting services company, required a highly scalable and available IT infrastructure for its mission-critical Helpline support ticketing application. The on-premise system could not deliver the necessary performance and availability to handle approximately 200,000 monthly helpdesk tickets. Wipro turned to Amazon Web Services to gain the flexibility to scale on-demand, improve deployment speed, and reduce operational costs.

By migrating the Helpline application to Amazon Web Services, specifically using Amazon EC2, Amazon VPC, Elastic Load Balancing, and Auto Scaling, Wipro achieved a highly available and secure environment. This solution enabled the company to reduce response times for its support ticketing solution by 50%, significantly improve employee satisfaction and productivity, and realize a further 20% reduction in infrastructure costs through post-migration optimization.

Wipro

Raja Ukil

Senior Vice President and Chief Information Officer