Client Background

Client name: Microsoft

Industry: Consumer electronics and videogames

Products or Services: Software, Azure, Bing etc.

Areas of operations: Global

Number of employees: Over 166,000 

Challenge

Microsoft sought a partner to manage the operations of the Microsoft Catalog Operations team, which supports Xbox game configurations and promotions. Over the years, our scope has expanded to include a host of other activities, from special sales to games passes, and hash loading to token minting.  

Our team also conducts configuration for non-gaming commercial and consumer products, manages token inventory configuration, and related troubleshooting and support. 

Solution 

Wipro’s cross-trained team of experts acted as a single operations unit for all of Microsoft’s requirements, delivering economies of scope and scale from day 1. 

These operations continue to be managed and continuously improved as our role expands. Leveraging the expertise of our operations associates, we have developed the capability to onboard new business processes such as non-gaming product configuration and token minting, and streamline them through automation and operations transformation. Thus, our total service framework has increased significantly over time, and continues to change to support Microsoft’s evolving needs.

To date, we have identified and implemented 10 automation solutions for operations such as token minting, hash loading, and promotion configuration, each of which streamlines operations and improves consistency. Process improvements and efficiencies have helped the client expand the scope of operations and support additional processes.

Business Impact

Our 100% accuracy in managing configurations and discounts in Xbox price promotions has contributed to the 45% rise in subscriptions and 65% increase in sales in 2021. End-to-end management of Microsoft Catalog Operations has brought in great efficiencies.

• Consistent SLA adherence of 99% for the past 18 months
• Automated pricing promotions processes, reducing time to publish by 80%
• 100% accurate game pass and discount configurations
• 3,000 Xbox price promotions per month
• Reduced customer-to-customer title configuration effort by 87%, resulting in faster time to market
• Improved compliance for automated processes