Wipro Wins SAP ACE Award For Customer Excellence 2011

The company was recognised for best adoption of Sybase solution for its Genie Mobile CRM for enterprise services.

Wipro Infotech announced today that it has won the SAP ACE Award for Customer Excellence 2011. The award is to recognise best adoption of Sybase Solution – the Sybase Unwired Platform– to enable Wipro’s Genie Mobile CRM for enterprise services.

The tool ensures compliance with ITIL processes, is ISO 20000 certified, works real-time on SAP and is the first end-to-end integration in India.

The award was received by Sandeep Karan, Head – Information System (CIO’s Office), Wipro and Rajesh Sundararajan, Head – GTM Supply Chain Management, Wipro at a glittering ceremony in Mumbai, Grand Hyatt.

“We are delighted to have won the prestigious SAP ACE Award for best user of SAP’s Sybase solutions in India. The award is a reaffirmation of Wipro’s processes and systems being best in class and an industry benchmark in the country. The Genie Mobile CRM has truly empowered field engineers in delivering prompt services to clients and increased customer satisfaction, significantly,” said Anuj Bhalla, Vice President and Business Head, Enterprise Services, Wipro.

SAP ACE awards are an industry benchmark to recognise the best of best-run businesses in the Indian subcontinent, and honours business excellence achieved through the implementation of SAP solutions. This year, SAP received 300 nominations across various categories.

Wipro’s Genie Mobile CRM has enabled field engineers to update assigned calls in real0-time using their mobile phones. This in turn has enabled better adherence to the firm’s Service Level Agreements (SLAs) with its customers.

The uniqueness of the Genie Mobile CRM is its ability to capture digital signature of the customer acknowledging successful resolution of the call. The digital signature is captured on a smart form built into the field engineer’s mobile. Subsequently, an e-mail is generated and delivered to the customer’s inbox, intimating closure of the call along with call details and resolution provided.