Case Study: Wipro achieves 40% higher SLA completion with Zinier

Global Managed Service Provider focused in part on providing infrastructure services for end-user computing equipments (i.e., desktop, laptops, peripherals, servers, storage, and network devices)

Wipro, a global IT managed services provider headquartered in Bengaluru, India, needed a better way to manage field services across 400 customers worldwide. With more than 4,500 internal and third-party technicians, the company was struggling with inconsistent service quality, missed SLAs, low workforce productivity, limited real-time visibility, and customer complaints tied to response time and service experience. Wipro turned to Zinier for a more automated workforce management approach to support both internal and external field operations.

Zinier implemented an end-to-end field service solution spanning work order management, mobile field service, field force management, vendor management, asset management, parts and inventory, and real-time dashboards, with API integration to ServiceNow. With Zinier, Wipro expects improved forecasting, better maintenance planning, faster execution, and stronger customer experience through standardized operations. The projected impact includes a 10% decrease in operating expenditures, savings captured in 6–9 months, and a 40% increase in SLA completion rate.

Wipro