BOOST YOUR SALES GROWTH THROUGH WIPRO S ORACLE CRM ON DEMAND SERVICES

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1 BOOST YOUR SALES GROWTH THROUGH WIPRO S ORACLE CRM ON DEMAND SERVICES Wipro Oracle Services DO BUSINESS BETTER

2 OVERVIEW With Oracle CRM On Demand (CRM OD), you can make your sales force more efficient & effective, leading to dramatic gains in revenue and profitability. With unique capabilities such as auto-forecasting, embedded analytics, sales coaching, and closed-loop lead management, Oracle CRM On Demand gives you the tools you need to maximize sales performance. Wipro has been and currently is an Oracle Diamond Partner with a strong corporate alliance. Wipro has worked alongside Oracle on multiple CRM On Demand engagements: Wipro s team has more than 150+ Oracle Certifications completed in CRM On Demand Wipro has 400+ consultants skilled in CRM OD, Marketing OD and Contacts OD Wipro has invested in CRM On Demand co-development program with Oracle in the area of Partner Relationship Management (PRM) Developed integration packs between CRM On Demand and Oracle ERP to enable seamless integration PORTFOLIO OF SERVICES TRANSFORMATION SERVICES Expertise in handling large transformation projects with development teams spread across multiple locations Leverage on leading industry standards to define best-in-class business processes Use of best-in-class templates and processes to capture and implement business processes and requirements Implementation of robust change management and governance processes using Wipro s leading Quality Framework Encourage high degree of user involvement for capturing and validation of user requirements IMPLEMENTATION SERVICES Implement Oracle CRM On Demand, Marketing On Demand, Partner Relationship Management (PRM) & Contact On Demand Integration of Oracle CRM On Demand with the world s leading ERP solutions like SAP, Oracle EBS and JDE Expertise in doing implementation and rollouts across geographies Robust knowledge transfer process to transfer application knowledge from the development team to support and maintenance teams SUPPORT & MAINTENANCE SERVICES FOR CRM OD Use of document generation tool to generate up-to-date technical design documentation Quick transition from the existing team with minimum involvement of Subject Matter Expert Comprehensive documentation preparation during transition to ensure that the captured knowledge is complete, accurate, and validated Use of innovative commercial models to ensure benefit realization to customers Focus on developing robust knowledge management database to retain knowledge and enhance service level APPLICATION MIGRATION AND CONSOLIDATION SERVICES IN CRM OD Expertise in consolidation of applications and data resulting from merger and acquisition activities Process consolidation for uniform processes across the organization Data consolidation to avoid duplicate data and provide a consistent view of customer information

3 FUELING BUSINESS GROWTH WITH WIPRO LED TRANSFORMATION Business Transformation Enable and Manage Change Operational Transformation Enhance Business Efficiency... Define & implement, harmonize, and optimize business standards for tomorrow Enabling real-time up-sell/cross-sell decisions Improving sales productivity and opportunity closure through mobility solutions Enhancing pipeline visibility Building relationships with the Social Consumer Improving customer retention through multi-channel customer care Through outcome-based services across applications and business platforms Managed services for upgrades & SaaS CRM implementations Tools for enabling product evaluation Competency-based delivery set-up Industry-standardized IT processes Toolsets for automation Outcome-based delivery Improved business KPIs WIPRO S CRM ON DEMAND CENTER OF EXCELLENCE Wipro has a rich Center of Excellence (CoE) for CRM On Demand. The CoE is the core for the Wipro s CRM Practice. All the present and past CRM projects are guided by the CoE, and the experience gained from each project will be shared across each other through the CoE. The CoE is the one-stop shop for all activities that are related to CRM. The CoE comprises of Architects, Senior Consultants, Program Managers, Developers, and other Subject Matter Experts. CRM Center of Excellence New Tools & Technology Knowledge Management Reusable Framework Industry Best Practices Continuous Innovation Technical Support Quality Control Knowledge Management Continuous learning and dissemination of knowledge Knowledge sharing sessions Harness community wisdom through Blogs / Wikis CRM Knowledge Portal Reuse Framework Act as a central agency to collect, manage and promote reuse of assets Reusable design configuration artifacts Reference architecture for integration & data migration Industry process maps Pre-configured demos Continuous Innovation Developing niche solutions to meet market needs: Online Access Tool Wipro proprietary tool with pre-built integration to Microsoft Word Account Master Management Wipro built a framework to handle Account Master through data stewardship approach Client Specific Competency Center setup Quality Compliance & Control Cross-leverage vast expertise and experience across CRM applications & implementations Quality Review Standards definition and audit checks Project acceleration tools to help time to market and promote standardization

4 Below are some of the investments of Wipro s CRM Practice in innovative technologies that help our clients leverage maximum value from CRM platforms: Enterprise 2.0 Social CRM o Solutions targeted towards enhancing the user experience o Twitter and LinkedIn integration with sales and service management o Enabled social CRM using Web 2.0 technologies WIPRO S CONTINUOUS INVESTMENTS IN NEXT GENERATION ENTERPRISE TECHNOLOGIES SaaS o Early starter on Oracle CRM On Demand platform o Solution for global deployment and governance of CRM OD & Salesforce.com o Assessment tools to help clients with the CRM application roadmap (On Demand, On Premise, Hybrid) Replace Enterprise Analytics with CRM BI o Solution framework for Pharma field force productivity measurement o Enhancing analytics usability by developing Web 2.0 Rich UI features o Identifying industry specific Contact Center, Sales, Service and Marketing KPIs Mobility o Enhancing sales & service productivity through device agnostic mobility solutions built on Oracle ADF Predictive Analytics o Enable marketing in inbound channels to enlarge revenue streams o Enable intelligent 'next best offer' to increase wallet share o Drive cross-sell and up-sell across channels in a scalable manner Web 2.0 o Re-skinning of the Siebel UI to enable Web 2.0 features using Rich UI tools like Adobe Flex o Social networking sites integration with Siebel

5 WIPRO S KEY CRM ON DEMAND ENGAGEMENTS: Client Scale Scope Highlights Consumer Goods $100bn, Design, Build, Support Global CRM OD rollout for consumer relations Co. - Europe employees Cleaning Products $3.3bn, 100+ Design, Build, Support Complaint handling, field service & Solutions Co. countries Automotive $100bn, Roadmap, Design, Build CRM OD fit/gap assessment and application Manufacturer, USA employees migration strategy Medical Equipment $15bn, 120 countries Assessment, Design Roadmap for Global CRM OD implementation Co. - Europe to replace the existing SFDC application Document Solutions $22bn,13000 Design, Build, Support Sales tracking & reporting with integration Co. - USA employees to master data systems Office Products Co. $24bn, Design, Build Sales automation, visibility into orders - USA employees Medical Devices & $12bn Application Support Sales force automation Pharmaceuticals Co. - USA Aviation $10bn Design, Build Hybrid model between CRM OD and Siebel Manufacturing Company Insurer in UK $5bn Design through Sales automation Deployment

6 WIPRO S CRM ON DEMAND TOOLS AND ACCELERATORS Wipro has developed a number of tools that help in expediting execution at different stages of a CRM OD project. Wipro offers these tools as a value add to their customers thereby boosting the user productivity and system adoption. Given below is some of Wipro s solutions for CRM On Demand: Component Description Business Value Google Maps Mash Up to show Using Activity Locations to do mash Shows the route to various custom addresses Call Route up of route in Google Maps based on the Sales Users Calendar. This helps the user to plan his travel. Custom Offline Tool Have the knowledge and library to Helps in building custom functionality required for develop custom offline tool in MS the company. For one of our customers, we built a Excel system to capture customer e-signature. LinkedIn / Twitter Integration Ability to show the LinkedIn profile Shows the LinkedIn profile of the Contact, which of a Contact in his detail page helps in understanding more about the Contact, with the help of CRM OD. Java Library A library to query/update records Helps in building integration tools faster. in CRM On Demand using web services Report to show User Availability User's appointment schedule to Using CRM OD Analytics, an Agent can quickly find find out at what times the user is out when a particular Sales Manager is available for available blocking the customer's calendar. Workflow - Auto Task Capture A template to capture automatic Helps capture workflow rules in MS Excel and can Template tasks that need to be created on a be reviewed before implementation in the system. particular status/ type of opportunity/service request WIPRO S CRM ON DEMAND CAPABILITY FOR THE PHARMACEUTICAL INDUSTRY Wipro s experience in CRM Life Sciences and Pharma domain spans across the following functionalities: Clinical Development Sales, Marketing and Analytics Clinical Trials Adverse Event and Complaint Management Investigator and Clinical Site Management Investigator Profiling Account and Contact Management Call Planning and Call Detailing Sample Management Territory Alignment Marketing Campaign Management Medical Education Event Management Grants Processing Analytical CRM

7 WIPRO S CRM OD CASE STUDIES A. A Very Large Cleaning Solution Manufacturer, Europe Client Profile Our client is a global cleaning products & solutions company. They provide equipments that are used in cleaning and the supplies associated with the same. Situation The client s service organization wanted to differentiate from the competition through a superior field service The goal was a superior customer experience when their customers encountered situations like installation of cleaning equipments, fixing of equipment faults, and preventative maintenance The client wanted a lightweight service solution that integrates barcode reader and signature capture, and provides offline access capabilities for the field technicians What We Did Wipro advised the client to focus on harmonized Technical Customer Service (TCS) and Customer Complaint Management (CCM) process to grow the value of its customer base Wipro conceptualized a custom-built offline application that would deliver capabilities for integrating with signature capture and barcode reader Wipro also provided macros in the offline application to auto-generate the service visit report and link them to the service order through web services Developed the interface between SAP order management system and CRM OD to synchronize the customer and product data Customized set of Reports and Dashboards as per the business requirements Results The process harmonization helped the client to standardize the processes on one holistic platform Improved productivity of Customer Service Representatives, Service Engineers and Account Managers Improves the business processes in terms of being able to provide accurate, real-time van stock inventory information to the field technician Helps streamline inventory replenishment for cost-effective operations The turnaround time of service requests has been observed to reduce by 40% approx. Reduces dependency on IT Outcome Implementation Highlights Deployed Oracle CRM On Demand R19 Single Tenant Marketing Automation Sales Force Automation Service Automation ERP Integration Quick Facts 3,000 Users and 250 Roles 2.5 Million Records Data Migration 38 Different Countries 23 Countries in EMEA 20 Different Languages 27 Different Currencies Offline CRM Capability Agile Methodology

8 B.CRM OD for a Leading Global Pharmaceuticals Company Client Profile The client is a leading research based pharmaceutical company with worldwide operations in four major therapeutic areas - anti-infective, central nervous system (CNS), respiratory and gastro intestinal/metabolic. The client is a market leader in OTC medicines. Situation CRM OD implementation for harmonization of Field Service & Complaint Management processes across markets Blueprinting and rollout based on a bundle of logical grouping of business requirements for two different functionalities Localization for region specific needs at different levels Key functionalities Customer Service Management Challenges Complex requirements, even rejected by Oracle, implemented with workarounds Requirement to develop a custom offline application specific to business process, offered after Oracle couldn t come up with a solution What We Did Implementation in 12 countries in Europe & America Peak team size of 12 Rollout based implementation Multilingual implementation and localization Built CRM On Demand governance process Developed highly efficient web service driven integration system Automation of data load as well as deletion procedures for training database and widget creation procedure Results Harmonized business process implementation across markets Leveraging COD s new technology for the growing business needs High user compatibility in the new system Substantial reduction in support costs as multiple in-house systems replaced with a CRM OD based solution Outcome Implementation Highlights Deployed Oracle CRM On Demand R20 Single Tenant Marketing Automation Sales Force Automation CTI Integration Quick Facts 4,500 Users and 100 Roles 20 Million Records Data Migration 10+ Analytical Custom Dashboards 50+ Transactional Custom Reports ipad Integration Enabled Social CRM Real/Batch Integration

9 VISITING CARD To know more, contact: Americas Anil Rai Phone: Europe Rehan Rafeeq Phone: Australia Vikas Jain Phone:

10 Scan the QR Code to learn more About Wipro Technologies Wipro Technologies, the global IT business of Wipro Limited (NYSE:WIT) is a leading Information Technology, Consulting and Outsourcing company, that delivers solutions to enable its clients do business better. Wipro Technologies delivers winning business outcomes through its deep industry experience and a 360 degree view of Business through Technology helping clients create successful and adaptive businesses. A company recognized globally for its comprehensive portfolio of services, a practitioner s approach to delivering innovation and an organization wide commitment to sustainability, Wipro Technologies has 130,000 employees and clients across 54 countries. 3 Copyright Wipro Technologies. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without express written permission from Wipro Technologies. All other trademarks mentioned herein are the property of their respective owners. Specifications subject to change without notice. IND/RB/SEP2012-OCT2013