How Wolken Software Is Revolutionising CX For SMEs With Its Customer Service And Enterprise Solutions

The journey of Wolken Software started with a passion for bringing excellent service support within reach of every company. It saw its initiation in 2011 as a privately held software company by Rohan Joshi, CEO & Co-founder and Sudhir Prabhi, CTO & Co-founder of Wolken Software, with offices in Palo Alto California, and Bangalore, India. The company was set up to help new-age organisations transform their relationships with customers and employees with out-of-the-box, configurable and scalable enterprise-class ServiceDesk solutions deployed on the cloud. Wolken brings simple, secure & scalable solutions to businesses.

Today, Wolken provides a suite of cloud-native applications for Customer Service and Enterprise Solutions, namely Wolken Customer ServiceDesk, IT Service Management, HR & Quality Case Management.

The major challenge being faced by the SaaS industry currently is that there are several hybrid solutions in the market, so it is essential to understand if the solution one chooses is a genuine SaaS solution that only needs a browser to run. If the product is asking one to install any special software or keep certain application components on-premise, it may not be a full-proof SaaS solution, and one may end up paying more.

Wolken’s ServiceDesk is a complete cloud-native application that is completely customisable to fit the needs of the businesses. Also, Wolken has an easy and simple pay-per-user per-month model and no hidden charges.

Prior to the launch of Wolken Customer ServiceDesk, the founders had demoed it to around 200 CIOs across all the industries globally to understand pain points like time consumption and tedious process for installation and configuration, high operational and maintenance costs, and difficulty in migration of data and challenges with Integrations.

Wolken has helped enterprises increase agent efficiency by up to 35%, improve customer satisfaction to 4.7/5, and reduce overall support costs by up to 50% by minimising the number of Tier 1 support staff required.

Wolken’s latest offering is Wolken Care which is all about providing customer ServiceDesk solutions to the smallest of businesses at the click of a button. Wolken Care offers all the key features and modules of Service management that help in better and faster governance, thereby reducing the case resolution time. It is extremely customisable and an assisted solution for enhanced CX. Built on a future-ready technology stack and open-source technologies, the application is designed for high scalability.

Looking toward the future, the company plans to further strengthen its existing relationships with its clients with an aim to grow its business through partnerships and collaborations with local partners in new geographies. Through networking events and expert connections, Wolken intends to share more industry best practises with its clients.