Wipro goes more customer-friendly
15 October 1999 23:48 IST Wipro has decided to provide three new kind of countrywide support and service initiatives while also announcing comfort premium plans in four different sectors.
A formal announcement in this regard was made in Goa by Arun Thiagarajan, vice chairman of Wipro Ltd, following the national franchise conclave of its 120 support franchisees.
One of its service, the metro call centres, has already been made available in five metros of Delhi, Mumbai, Calcutta, Chennai and Bangalore to offer single point contact for all Wipro customers. The calls registered at these centres are automatically routed to the respective service locations and tracked till closure.
In addition, the Wipro is also starting a single toll-free telephone number in Delhi and Mumbai within a week.
But more beneficial than this would be the e-mail call logging through Wipro's website to register complaints and seek service. "We would begin it within a couple of weeks", says H R Ramesh Chandra, the Wipro chief executive.
The Wipro has also prepared special support packages for the small regional and local level ISPs, domestic PCs, 24-hour banking and the export oriented units, fulfilling their requirement.
"Though the domestic market is hardly 30 per cent in India, it is growing at the annual rate of almost 80 per cent", points out Thiagarajan. Realising this, the package has been now prepared to provide evening service for home computers, most of which would be on-line support and also prompt personal visits, when necessary.
The corporate market is growing at slow pace of around 20 per cent annually due to ongoing recession. But equally expanding market is among the banking sector and the state governments, adds Chandra.
The initiative had already come from Tamil Nadu and Gujarat governments, especially to spread computer literacy in remote schools while Wipro is exploring a tie-up with the Andhra Pradesh government in this regard.
But the computer industry would get real boost once the INTRNET system is fully made usable in the regional languages, feels Thiagarajan. The existing annual market growth of 30 per cent would then suddenly get the boom, he adds.
