Wipro has won a multi-year contract to modernize the IT infrastructure of Odido, the largest mobile internet provider in the Netherlands.

The project has multiple goals. Odido is aiming to cut costs, make its employees more productive and boost customer experience. The company hopes to realize the latter goal in not only the consumer market, where it provides internet coverage to several million people, but also in its enterprise business. The latter unit sells corporate internet packages, conference phones, call analytics software and various other products.

Wipro says that work on the project will be carried out under a self-funded model. Odido will reinvest the savings unlocked by the consultancy into new technology programs.

Before launching a large-scale IT project, companies put together a list of the unsolved business challenges they hope to address with the initiative. They then translate those challenges into technical requirements that can be implemented by their technology teams. In Odido’s new IT modernization initiative, much of that work will be carried out by Designit, a Danish consultancy that Wipro acquired in 2015. It takes on technology projects that require design expertise. For example, the Wipro unit can help clients develop user interfaces and consumer electronics. Beyond the IT world, Designit assists companies with tasks such as improving the quality of employee training materials.

Designit will deliver its services to Odido under a model it calls Experience Studio. “Co-developed with Odido’s senior leadership and IT team, the Studio bridges business and technology silos to solve high-impact problems with speed, clarity and strategic focus,” Designit design director Jakob Voldum told Boardroom Insight. “It now runs rapid sprints to improve both customer and employee experiences.”

Voldum elaborated that one of Experience Studio’s goals is to speed up consulting engagements. “This new model aligns stakeholders, accelerates decision-making and places human experience at the heart of Odido’s transformation. It has become a powerful lever for turning strategic intent into real outcomes, while putting the value of design thinking at the centre of innovation.”

Wipro says that its work with Odido will place particular emphasis on making the internet provider’s IT operations more automated. According to the consulting firm, its staffers plan to implement automation workflows using two internally-developed offerings called WEGA and WINGS. The former offering includes application templates, pre-built AI agents and other technical resources. They enable companies to build AI applications without developing everything from scratch. WINGS, the other offering that Wipro will use, is designed to help clients automate tasks such as delivering technical support. Similarly to WEGA, it uses AI agents to automate manual work.

A Wipro spokesperson told Boardroom Insight that the consultancy is also implementing an AI-powered virtual support agent for Odido. It “automates resolution of employee IT requests across channels (such Teams, web, portal widgets) and integrates with information technology service management (ITSM) tools,” the spokesperson explained. “It uses modern RAG-based enterprise search, multilingual conversations, and agent-assist to deflect tickets or hand off to human agents with full context.”

According to Wipro, the goal is to make Odido’s help desk more responsive. A chatbot can theoretically answer support tickets near-instantaneously, which means minimal wait time for users. It also saves time for help desk teams by reducing their workload. 

Photo courtesy of Odido