Our experts shared success stories and innovations with clients and Oracle in 11 speaking sessions across the following:
- Big Data and analytics
- IT-enabled business transformation
- Supply chain management
Krishnan Ramanujam, Vice President and Global Head, Enterprise Solutions, TCS, shared insights from OOW 2013 and the technologies and trends redefining CX. Join the conversation @TCS_Oracle.
ABN AMRO Partners with TCS to Unify CRM and Deliver a Winning CX Program: ABN AMRO shared highlights of its CX transformation program and commitment to keep CX central to the business. Utilizing Siebel, ABN AMRO achieved a unified customer view that drives smarter analytics and simplified processes, leading to enhanced employee and customer experience. We shared insights into harnessing the power of enterprise-wide data, enabling organizations to launch “prescriptive CX” to effectively stay ahead of customer expectations.
Delivering Great Customer Experiences in the Airline Industry: Airlines need to leverage the customer insights they have in order to deliver great customer experiences across all touch-points. In this session, American Airlines and TCS explained how they addressed challenges in delivering premier services in any situation, from any location. By building a customized solution that runs on Siebel, American Airlines is able to obtain a unified view of customer data and deliver proactive, real-time solutions from any device—at any stage in the customer experience—ensuring quicker response times and more satisfied customers.
Honeywell on CX for Service Experience: Honeywell, TCS and Oracle shared insights on the important shift for manufacturers from managing their CRM to delivering effective CX. By leveraging Siebel to centrally manage assets and access to data, manufacturers can enhance after-sales service, reduce cycle times, ensure transparency across the services lifecycle and enable mobile solutions to proactively meet customers’ needs. Mobile and self-service CX best practices from other industries can be applied to help manufacturers transform their service operations, warranty management, self-service and remote service monitoring.
Panel with Aviva, Cummins, Eaton and The Hartford: Enterprise Transformation Success Factors and the Role of IT in Driving Results: David Jordan, Head, TCS’ Enterprise Solutions Transformation Team, led this panel discussion with TCS’ clients to explore the business drivers that justified their transformation projects, governance and ownership best practices, and key success factors. Common themes included the key role that the business plays in establishing KPIs and measuring the benefits that transformation projects deliver across the organization. Establishing clear milestones and metrics to demonstrate the value to the business is a key success factor—as is moving from cost cutting to innovative projects that enable agility and speed, positioning the company to meet its growth ambitions.
Eaton’s Enterprise Information Management Strategy and Roadmap: In this session, Eaton shared its experiences in combining business intelligence and enterprise content to develop an overall Enterprise Information Management (EIM) program for its various lines of business. It chose TCS as a consulting partner to guide the data management process and ensure that Eaton could simplify processes, utilize analytics to better understand customers, offer customize products and achieve operational excellence.
DTCC’s Financial Transformation: 70 Percent Chart of Account Optimization: DTCC shared highlights of its highly visible financial transformation journey—with executive leadership from the CFO—which includes a reimplementation of Hyperion and JDE, an accounts consolidation effort, and improvement in financial processes. Growth through acquisition has driven the need for a “single source of truth” across the business with enhanced standardization and transparency. While the journey continues, a major achievement to date is the chart of accounts optimization that included 70 percent reduction and simplification in just four months.
Big Data for Airlines: Airlines face numerous challenges in managing the passenger data residing in their legacy reservations systems, loyalty management systems and customer data repositories. In this session, Oracle shared its powerful platform to consolidate and analyze passenger data with its passenger data management industry solution. TCS offered its industry expertise to share recommendations on overcoming the challenges to analyze data more effectively, obtain a holistic view of the customer and drive smarter customer experience.
Omnichannel Commerce for Retailers Driving Enhanced CX: Retailers continue to seek efficient ways to unify data across multiple commerce interactions to deliver enhanced customer experience. TCS and Oracle presented real-time integration of Oracle ATG e-commerce software, Oracle Fusion Distributed Order Orchestration and Oracle Fusion Global Order that delivers a seamless customer experience during the process from initial order placement through order fulfillment.
Project and Work Management Solutions Integrated with ERP Platform for Construction: TCS and Oracle presented a single integrated system for the construction industry with an overlaying process framework for all stakeholders, enabling transparency across workgroups. TCS’ Project Management Solution for construction, built on Oracle Primavera, maximizes resource efficiency through the procurement of labor, materials and equipment.
Optimize Enterprise Business Processes with Oracle WebCenter: TCS and Oracle presented case study examples illustrating how Oracle WebCenter and Oracle Business Process Management improve processes that enable more effective customer service and reduced risk and cost across industries.
Improved Traceability of Products with Oracle Pedigree and Serialization Manager: Government regulatory agencies are seeking greater traceability of medical devices. TCS and Oracle presented a real-world success story around developing a disciplined product management system with excellent visibility into a serialized product throughout its lifecycle.
Download the session presentations.