Case Study: a Fortune 500 Swedish-Swiss multinational corporation achieves better customer support automation with Wipro

A Fortune 500 Swedish-Swiss Multinational Corporation Automates Customer Support

Wipro partnered with a Fortune 500 Swedish-Swiss multinational manufacturing corporation to address its challenges in customer support automation. The client, with a vast global user base, struggled with disparate legacy systems and the complex need to provide automated, unified support across 32 different languages and ensure 24/7 service availability.

The solution implemented by Wipro included the ITHOLMES automation tool, an end-user portal with self-service capabilities, and third-party integrations. This approach significantly enhanced the customer experience, resulting in a CSAT increase from 3.70 to 4.44, a reduction in the user-to-ticket ratio from 1.20 to 0.56, and an improvement in first-user resolution from 55% to 68%.