Other Finalists : FlexDelivery : FlexDelivery

Imagine a service delivery scenario where you are working from home, armed

with a PC/laptop, and your job involves on-demand service and maintenance for

your company's customers, who might be located anywhere in the world. How do you

miss out on these advantages and still expect to perform dynamic service and

maintenance for domain-specific topics? Simple. You re-create the customer's

desktop, observe the problem more closely, use your diagnosis tools, if need be,

speak to the customer and solve his service problem real-time.

Jethin Chandran General Manager- IT Planning, Wipro

To make this possible, Wipro has created a tool called FlexDelivery. The

project stems out of the fact that domain-specific service can be provided, with

flexible manpower — in time and space. In other words, an employee of Wipro

might handle a different portfolio, but if he is identified with having

competency in a specific domain area, he/she can be located anywhere in the

globe, and still be able to address the service problem. Wipro has started this

option for its trusted customers, after ensuring no leakage of data and

exclusive and faster service delivery. At last count, a little less than 300 of

such domain experts are working-from-home or from offices located in places like

Coimbatore, Surat and other tier II and Tier III cities across India. Wipro

plans to expand this number to 1000 in its first phase before embarking on

FlexDelivery program to more customers. The FlexDelivery model, according to

Wipro, was formulated with an aim to virtualize service delivery in the complete

sense of the word. Virtualization of services by Wipro includes options of

remote working, promoting working from home concept. The concept of Flexdelivery

goes a step further and claims to be scalable for equally efficient performance

in smaller cities where experts might be located. Wipro also claims that this

model can be replicated for routine maintenance of customer-side products.

The biggest challenge for a project like FlexDelivery was more along moral

grounds, which translates to acceptance of the solution from customers — mostly

to do with security of data and quality of service if the support executive is

not present in a service delivery group environment.