Case Study: Grameenphone achieves scalable digital transformation with Wipro

Future Proofing a Leading Cellular Service Provider with Open Source Infrastructure

Grameenphone, Bangladesh’s largest telecommunications service provider, needed to replace an aging proprietary legacy platform with a modern, scalable digital infrastructure. The company also wanted better customer service, faster product changes, and a 360-degree view of customer data to support its 100 million subscribers. Wipro Ltd. was selected to help deliver this transformation using open source infrastructure and IT services.

Wipro implemented CRM 360, an open source, digital-ready platform that modernized Grameenphone’s CRM, order management, reporting, and related back-office systems. The project completed in about 20 months and successfully migrated all 100 million subscribers without service interruption. With Wipro, Grameenphone cut click-throughs by 45%, improved first call resolution by 20%, reduced average handling time by 10%, decreased roaming issue handling time by 80%, and lowered time to market for new products by 80%.

Grameenphone

Sathian Karuthedath

Divisional Head of Technology