Case Study: Telenor achieves 89% reduction in IT incidents with Wipro

Wipro helped Telenor India, a leading mobile operator, achieve best-in-class service reliability and assurance by reducing IT incidents by a whopping 89%

The customer, Telenor India, a major mobile operator, faced a significant challenge with frequent IT incidents that were disrupting services, causing user dissatisfaction, and leading to revenue loss. Seeking a 50% reduction in these issues, they partnered with vendor Wipro to achieve best-in-class IT service assurance.

Wipro implemented a comprehensive 360-degree solution, utilizing tools like FMEA and Pareto analysis for root cause analysis, shifting to a business process-centric approach, and implementing proactive monitoring. This strategy led to a remarkable 89% reduction in user ticket inflow over two years and a 15% optimization of resources, which greatly enhanced service reliability and customer satisfaction.

Telenor

Avinash Mittal

CIO