Co-creating Future-readiness with Digital and Analytics-led Solutions

Rapid digital advances are transforming traditional supply chains, helping navigate challenges posed by a globalized, complex and fragmented business environment, and driving superior end-customer experience at optimal costs.

Sales order management and after-market services are two key areas where organizations, across industries, are increasingly adopting digital to reduce manual intervention, improve efficiencies, and achieve enhanced customer loyalty and greater Average Revenue Per User (ARPU). This is especially relevant in the existing scenario, with organizations leaning towards touchless and self-serve-enabled order management, logistics administration and after-market services.

WNS offers digital-first end-to-end order management and after-market services. Our integrated order management portfolio enables seamless sales support and customer service, elevating experiences and augmenting revenues. We help clients automate processes, thereby minimizing risks ranging across the order management and aftermarket landscape. Our analytics practice empowers our clients with a host of solutions and predictive models to guard against risks and take proactive decisions for business growth.

Digital-first Services

Our comprehensive suite of order management and after-market services encompasses touchless order management, automated deal pricing and quote creation, automated master data management, reports automation, product costing, inventory management, order management analytics, digital contract management and digital warranty management.

The key outcomes we drive include:

20-30% improved cash flow through reduced order-to-bill cycle time
Up to 50% reduction in cost of ownership
Up to 40% improvement in order management and fulfillment effectiveness through enhanced accuracy, perfect order index, and on-time and in-full fulfillment
3-5X payback on digital solutions

Order Management & Fulfillment

WNS’ services portfolio spans the sales order management value chain. Our solutions harness the power of digital and analytics to address specific business needs.

Customer Service:

Order inquiry helpdesk
Order fulfillment helpdesk
Order entry

Sales Support:

Quote creation
Deal pricing
Contract administration
Channel partner management

Order Management:

Order capture
Order modification
Order scheduling
Order validation
Order cancellation
Managing Electronic Data Interchange (EDI) / Intermediate Document (IDoc) Failures

Logistics Administration:

Shipment creation
Pick, pack and ship support
Advance Shipping Notice (ASN)
Reverse logistics

Decision Support:

Demand planning
Predictive analytics
Anomaly detection
Management Information System (MIS) reporting

Sales Support:

Quote creation
Deal pricing
Contract administration
Channel partner management

Costing & Inventory Management:

Stores ledger update
Standard costing
Variance analysis
Stock Transport Order (STO) reconciliation
Cost reporting
Inventory batch reconciliations

Master Data Management (MDM):

Records creation
Records update
Records cleansing

Technology:

Process orchestration through case management
Workflow solutions
Automation through robotics and self-service
Service desk

After-market Services

Customer Service:

Complaints
In / out of warranty verification
Service notification
Technical support helpdesk

Service Contract Management:

Contract configuration
Entitlement creation
Annual Maintenance Contract (AMC) billing
Disputes
Managed services

Field Service Management:

Create service orders
Allocate technician
Field support
Close work orders
Coordinate service billing

Spare Parts:

Order management
Inventory management
Follow ups
Billing
Fulfillment

Sales Support:

Customer satisfaction survey
Service quote creation
End-of-Service-Life (EOSL) management
Renewals

Warranty Management:

Warranty registration
Warranty claims processing
Extended warranty
Care pack management
Warranty disputes handling
Out-of-warranty service management

Channel Partner Managemen:

Partner on-boarding
Entitlement management
Partner allocation / monitoring
Channel partner support

Technology:

Case management
Workflow platform
Robotics
Service desk

WNS Advantage

Digital Transformation: We drive digital transformation though our proprietary and partner technology solutions. Our digital suite of solutions comprises Robotic Process Automation (RPA), chatbot, workflow orchestration, self-service, and Artificial Intelligence (AI)- / Machine Learning (ML)-powered analytics.

We have a dedicated suite of easy-to-deploy plug and play platform solutions. This includes a dedicated cloud-based order management platform that delivers touchless order fulfillment services; an integrated order-to-cash platform solution; and integrated cloud-based warranty management solution.
Embedded Analytics: Through our data ingestion expertise and our embedded analytics frameworks, we offer a suite of solutions that can reduce the cost per transaction and the overall cost of ownership. Our solutions enable quick decisions at both the strategic and tactical levels to effectively address customer requirements. We have a dedicated Artificial Intelligence innovation lab that is focused on building enterprise-grade scalable and business outcome-based solutions.

Our analytics solutions comprise a self-serve data analytics platform that enables data harmonization, exploration, visualization and advanced analytics; an AI-enabled platform that automatically tracks and captures social media metrics; an advanced analytics and social media intelligence platform that helps transform customer service desk; and an analytics-powered solution to manage customer service processes.
Operational Expertise: We have a global talent pool of highly qualified sales-side supply chain experts who cater to various lines of business within the end-to-end cycle. We have extensive experience in order management and after-market services platforms and technologies.

Clients benefit from our in-depth knowledge of regulatory requirements and business nuances across multiple geographies and industries. Our operations excellence and quality teams are well-complemented by Lean-Six Sigma experts driving continuous improvements throughout the life cycle of the engagement.
Flexible Operating Model: We co-create digital solutions tailormade to customer requirements and execute the same through transaction-based, outcome-based and total cost of ownership-based flexible operating models.

Client Testimonials

Truly humbled by the motivating message shared by Avon's Robert Smith. Our focus on offering topnotch customer service continues to be our guiding force.

Robert Smith, Head, Contact Centre Operations, Avon

Integrated Sales Order Management

Co-creating Future-readiness with Digital and Analytics-led Solutions

Digital-first Services

Order Management & Fulfillment

After-market Services

WNS Advantage

Client Testimonials

Truly humbled by the motivating message shared by Avon's Robert Smith. Our focus on offering topnotch customer service continues to be our guiding force.

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