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.

Biplab Adhya, vice president, Oracle Applications, Wipro, 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.''  

Shares of the company gained Rs 3.95, or 0.71%, to trade at Rs 563.50. The total volume of shares traded was 91,375 at the BSE (3.01 p.m., Friday).