SRL Diagnostics Tranforms Customer Experience With Oracle Service Cloud

Wipro, a leading global information technology, consulting and business process services company today announced that it has assisted SRL Diagnostics transform its customer care operations by providing  successful customer experiences across multiple communication channels leveraging Oracle Service Cloud.

SRL Diagnostics, one of India's largest pathology lab networks with 12 reference labs, 4 Centers of Excellence and 281 network laboratories, explored several solutions to improve their existing customer service experience and eventually decided to implement a Customer Relationship Management (CRM) application for its customer care department. SRL partnered with Wipro considering Wipro’s ability to provide full spectrum of services around Oracle Service Cloud which include system integration, change management, and application support. Wipro successfully deployed the Oracle Service Cloud , delivering an enhanced and virtually seamless experience across various touch-points for SRL’s customers.

Wipro’s CRM team aided SRL in streamlining their call center operations by leveraging the core benefits of the Oracle Service Cloud and providing an incident tracking mechanism. Wipro also created a unique experience for all call center agents by developing a custom built toolbar for call management, integrated to SRL’s existing customer care infrastructure.

Oracle Service Cloud combines Web, Social and Contact Center experiences for a unified, cross-channel service solution in the Cloud, enabling organizations to increase sales and adoption, build trust and strengthen relationships, and reduce costs and effort. The enterprise platform provides transparent reliability, unmatched security, and total Cloud freedom for mission critical customer experience delivery.

G Radhakrishna Pillai, CIO, SRL said, "At SRL, customers form the heart of the organization. We use our proprietary Lab Information System CLIMS for Lab process from sample registration till delivering the report to patient. In our bid to provide a better and well-rounded customer experience, we needed a scalable future proof customer experience solution which could help us keep track of the customer service history and make the information accessible to our call center staff. Wipro’s ability in standardizing processes as well as their expertise in implementing Cloud technology and adding new dimensions to reach our customers has helped us move beyond the status quo. We have now gone live with Oracle Service Cloud.”

“We are living in an era, where aligning customer experience with brands has become a prerequisite. Consumers expect a virtually seamless experience when they interact with brands; be it on social media, mobile, website, in-store, through the call center and even while making a purchase online,” said Niraj Kaushik, Vice President, Applications Business, Oracle India. “Oracle’s comprehensive and integrated CX Portfolio  will enable SRL Diagnostics to deliver a coherent customer experience Wipro’s CRM team is proficient in implementing Cloud technology and will add further value to our products,” he added.

Biplab Adhya, vice president, oracle applications, Wipro Ltd. said, “We partnered with SRL to help them scale up their customer service management operations, and enable an improved user experience for its staff and customers. We used Oracle Service Cloud to help automate the daily tasks of SRL customer care users and provided them with a tool that helped them realize better call handling times, thereby delivering a consistent service across different channels like voice, email, web, chat and social media.”