Wipro implements solution at SRL Diagnostics

Country's third largest software services firm Wipro today said it has implemented customer relationship management (CRM) solution at SRL Diagnostics to help transform its customer care operations.
SRL Diagnostics is one of India's largest pathology lab networks with 12 reference labs, four Centers of Excellence and 281 network laboratories.
No financial details of the partnership were shared.
Wipro successfully deployed the Oracle Service Cloud, delivering an enhanced and virtually seamless experience across various touch-points for SRL's customers, Wipro said in a statement.
Wipro's CRM team aided SRL in streamlining their call centre operations by leveraging the core benefits of the Oracle Service Cloud and providing an incident tracking mechanism.

"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," SRL CIO G Radhakrishna Pillai said.
Biplab Adhya, Vice President (Oracle applications) at Wipro said the company helped SEL scale up their customer service management operations.
"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," he added.