Company: WNS (Holdings) Limited, Mumbai, India
Nomination Submitted by: WNS North America Inc.
Company Description: WNS (Holdings) Limited is a global Business Process Management (BPM) leader. We offer business value to 200+ clients around the world in key industry verticals,including banking and financial services,healthcare,insurance,manufacturing,media and entertainment,consulting and professional services,retail and consumer packaged goods,telecom,shipping and logistics,travel and leisure,and utilities.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Customer Service or Call Center Consulting Practice of the Year
 Nomination Title: WNS
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 204 words used.
WNS is a NYSE-listed leading Business Process Management company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries.
4 Continents | 13 Countries | 66 Delivery centers | 600+ Clients | 60,000+ Employees. WNS took wings as a captive for British Airways in 1996. We grew by taking a judicious mix of organic and inorganic growth initiatives.
Some of the major acquisitions:
- 2002 – WNS Assistance, a UK-based automobile claims handling company
- 2006 – Trinity Partners, a BPM service provider to financial institutions
- 2012 – WNS Global Services SA, a South Africa-based provider of outsourcing services
- 2016 – Value Edge Research Services, a leading provider of commercial R&A services to pharma / biopharma
- 2017 – HealthHelp, adds industry-leading capability in healthcare management
- 2022 – Vuram, enterprise automation services provider
- 2023 – The Smart Cube, a platform-driven research and analytics leader focusing on procurement and the supply chain
- 2023 – OptiBuy, procurement consultancy
Over the years, WNS has become a Digital-led Business Transformation partner to global marquee brands, enabling them to outperform by delivering solutions that are at the convergence of domain expertise, talent, technology, analytics, AI / ML, and recently, Generative AI.
- Outline the organization's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 244 words used.
At WNS, we co-create best-in-class transformative solutions by leveraging cutting-edge technology, proven methodologies, and human-assisted solutions. We have made significant investment towards harnessing our domain expertise to focus on business outcomes and build customer trust. WNS CX Consulting component includes:
- CX State Initial Assessment
- Customer Journey Mapping
- Omni-Channel Engagement & Automation Solutions
- Customer Interaction Analytics
This case study (attached) highlights WNS’ capabilities around ‘Consulting driven through Interaction Analytics’. It illustrates how WNS leveraged industry expertise and next-gen CX capabilities to power insights-led business outcomes for a leading telecommunication conglomerate, enhancing CX and optimizing cost to serve.
Challenge: In ~45% of cases, customers who initially contacted the client through chat subsequently made voice calls within 48 hours, proving expensive for client and frustrating for customers. Identifying granular issues for this customer behavior proved challenging because a significant amount of customer contact data was unstructured.
Solution: WNS deployed its customer interaction analytics platform, ElevateEX, to ingest and analyze structured / unstructured data across chats / calls. ElevateEX used deep learning neural networks to allow our proprietary analytics taxonomies and algorithms to deliver the highest accuracy.
Impact: Since July 2021, WNS has completed multiple consulting projects for 8+ clients on Interaction Analytics, wherein ~3 Million+ transactions were analyzed and prioritized transformative interventions were recommended, resulting in tangible benefits worth ~USD 30 Million. This unit comprises of data analysts, domain experts, transformation SMEs and consultants. These initiatives have resulted in deeper account penetration, attracting new logos and demonstrating thought leadership.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 5 words used.
Client case study document attached
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 212 words used.
WNS’ CIS (Customer Interaction Services) unit is a horizontal that cuts across industry verticals and geographies. The consulting practice and framework is an integral part of our offering to existing clients and prospects. Three years since its inception, we have delivered significant impact across multiple industries and geographies. Some of the impact delivered is listed below; (more details in supporting document.)
- 5% improvement in sales conversion, 8% improvement in CX and 15% improvement in quality adherence for a leading global online hotel reservations
- 1.25 pts improvement in sentiments, 55% reduction in repeat calls and 80% improvement in FCR and 3-5% reduction in overall contacts for a leading airline in APAC
- 10% improvement in negative sentiment calls, 16% reduction in overall call volume and 5% improvement in new bookings for a leading global OTA
- 4% points reduction in repeat contacts, $1.2 Million (AUD) benefit by contact reduction
- 13% improvement in chat-to-call repeats and $20 Million benefit by productivity gain and cost reduction for leading insurance provider in Australia
The engagements shared with this submission have been delivered post-July 2021, resulting in WNS increasing its footprint in the digital revenue arena, acquiring new logos, enhancing account penetration and most importantly, delivering value to our clients through AI-enable analytics services and digital-transformative solutions.
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