Client Background

• Client: One of the largest telecommunications network providers in the USA
• Industry: Telecommunications
• Products: TV, Wireless, voice and data services
• Geography or Areas of operations: USA

Challenge

The client has multiple sales channels for customer interactions – web sales, tele-sales, corporate and agent store locations. With each channel following a different set of processes, customer onboarding and contract management at the organization were disjointed and unstructured, which led to:

• Lack of integrated digital signature experience, with wet signatures being captured physically
• Inefficiently designed forms and self-service portals for customers
• Lack of centralized governance
• High lead-time to search and retrieve receipts and other documents during customer interactions
• Dependency on 3^rd-party vendors for scanning of physical documents and storage

These factors negatively impacted customer experience which further led to multiple legal issues.

Solution

The organization wanted to store and access their documents and digital assets in a structured manner, with access from anywhere in order to drive omni-channel content management and accelerate experience delivery.

To help them achieve these objectives, Wipro proposed Digital Contract Automation & Storage (DCAS) solution – a Cloud-based integrated solution for e-signature and digital storage that provides enhanced associate and agent experience at various corporate and retail stores. Wipro implemented Oracle Content & Experience Cloud and Adobe Sign, hosted on Oracle Cloud Infrastructure. This enabled the organization with:

• Mobile form-filling and electronic capture of signatures
• Organized digital contract hub for real-time storage and retrieval of documents, solving a large gap in compliance related to contract retrieval
• Integrations across various on-premise and Cloud systems
• Custom-built watermarking to enable document duplication for legal purposes
• Custom built bulk document upload ability to mitigate any failure handling
• Data security with implementation of PGP and AES encryption
• Automated cataloguing, metadata tagging using AI and ML technologies
• Automated notifications for contract renewals

Business Impact

Wipro’s solution provided secure storage, collaboration, upload and management of all documents digitally – enhanced with rich metadata for search and retrieval. This led to a unified view of all documents, with the following benefits:

• Compelling onboarding experience: Paperless & efficient onboarding experience on any device at corporate and retail stores
• Accelerated contract closing: Reduced time from contract creation to approval leveraging automated workflows
• Compliance and security: Secured storage of contracts with automatic implementation of audit logs, retention and disposition schedules
• Enhanced efficiency and customer experience: Faster onboarding and fruitful interactions resulting in enhanced customer experience
• Enhanced ROI: Digitization leading to reduction in dependency on 3^rd-party vendors, thereby reducing operational costs 

“The move to an integrated cloud-based solution was key to establishing a contract management system that enabled digital storage with robust security and easy accessibility. It brought the organization on parity with competition, improved efficiency of contract completion and enhanced customer experience.”

-  Bidhin Desai, Practice Head, Oracle IaaS & PaaS, Wipro Limited