Wipro Transforms Customer Services Operations for Prudential

2/9/2004 - Prudential UK has selected Wipro as a strategic IT partner to complete a large customer services transformation project. This project will help to improve customer service levels and reduce its cost of customer services operations significantly and quickly. The project started 24 months ago and went live at the end of November 2003.

This major initiative involves the integration of multiple front-end customer services applications into a single consolidated system.

The system will enable Prudential customer service agents to have a consolidated view of the customer and quickly conclude a significantly larger number of transactions. Prudential will be able to deliver on the brand promise of ‘one operation’, reduce costs and deliver even better customer service.

The project was built on a web-based, three-tiered architecture and involved integrating over 20 different technology components. The solution spanned 10 legacy applications including those performing customer administration, workflow and contact management.

Commenting on the partnership, Mark Lawlor, IT Program Manager, Prudential, stated that, "Using Wipro's high calibre resource pool and its offshore delivery model greatly enhanced our IT delivery capability. Wipro’s commitment and work ethic contributed greatly to the success of the project."

Soumitro Ghosh, Vice President, Insurance Solutions, Wipro Technologies, said, "The complexity and scale of the project was daunting but the determination of both the teams from Prudential and Wipro made the project happen. Prudential’s internal IT team and Wipro worked in a seamless, integrated fashion to deliver this business critical application to schedule."

Tony Suwalski, Director of Programme Delivery Services, Prudential, said, "This project has been a great team effort within which Wipro have played their part. The use of the offshore delivery model and adherence to schedule has been the highlight of the project."

About Prudential
Prudential is a leading life and pensions supplier in the UK, with a customer base of around 7 million. The company employees 7,000 people across locations including London, Reading, Belfast, Stirling, and Mumbai. Prudential sells its products direct to the consumer, through intermediaries, via partnerships and through Business to Business. The product range includes savings and investments, annuities, corporate and individual pensions, and bulk annuities.

About Wipro Limited
Wipro Limited is the first PCMM Level 5 and SEI CMM Level 5 certified IT Services Company globally. Wipro provides comprehensive IT solutions and services, including systems integration, information systems outsourcing, package implementation, software application development and maintenance, and research and development services to corporations globally. In the Indian market, Wipro is a leader in providing IT solutions and services for the corporate segment in India offering system integration, network integration, software solutions and IT services. Wipro also has profitable presence in niche market segments of consumer products and lighting. In the Asia Pacific and Middle East markets, Wipro provides IT solutions and services for global corporations. Wipro's ADSs are listed on the New York Stock Exchange, and its equity shares are listed in India on the Stock Exchange - Mumbai and the National Stock Exchange, among others. More information is available at www.wipro.com.

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