Enterprise Solutions

Telecom CRM-in-a-Box

Customer relationship management forms the core of any telecommunications service provider’s enterprise architecture. Telecommunications companies that are committed to constant CRM improvements focus on faster time-to-market and an improved customer experience. They expect smoother, more successful implementations of large-scale, multi-regional transformation programs.

TCS’ Telecom CRM in a Box solution will shorten and simplify the Siebel CRM implementation cycle for
wireless operators featuring pre-built, ready-to-deploy business processes and best practices. Telecom CRM in a Box requires less effort to implement, a distinct advantage over competitive CRM COTS (commercial-off-the-shelf) products. Whether a telecom is undertaking a green-field implementation or a large CRM transformation program, this offering provides a highly accelerated, structured approach for CRM design and implementation.

Our Solution | Benefits | The TCS Advantage

Our Solution

The TCS Telecom CRM in a Box, built on Oracle’s Siebel CRM platform,
introduces a number of innovative prebuilt components to the CRM
transformation marketplace:

  • Pre-Configured Siebel CRM application for wireless business
    • Innovative customer acquisition processes and tool-sets
    • Typical marketing segmentation rules for wireless business
    • Lead to quote process with cross-sell and up-sell provisions
    • Channel-specific product and pricing structure
    • Order management processes and workflows
    • Prebuilt wireless transactions for customer care and support
    • Customer experience management focus in service request handling
    • Faster data migration methodology in areas of customer data, products and pricelist migration
  • Data Migration accelerators: EIM scripts for customer data load from billing and legacy CRM to Siebel
  • Integration accelerators: Pre-built integration stubs, workflows, Siebel integration objects, DTD/XML/XSD and business services
  • User adoption accelerators: Technical and user training assets,operations manual, prebuilt task-based UI workflows
  • Technology: Built on Oracle Siebel technology; CRM is compatible with Oracle Fusion Middleware, Oracle BRM; IBM WebSphere; Convergys billing application


Telecom CRM in a Box enables speed: Quickly create, market, sell,
fulfill, deliver and bill for next-generation telecom services.

  • Minimizes the cost of a quality solution by virtue of pre-built and tested Siebel repository
  • Flexible solution, providing plug-and-play, prepackaged, and pre-configured solution adaptable to the telecom operator's specific needs
  • Best-In-class telecom business processes, built on eTOM framework implemented with Siebel best practices
  • Adaptable to customer’s IT ecosystem including IS platform and integration technology
  • Experience based solution: TCS’ Telecom CRM In Box is based on many successful Siebel implementation programs executed for operators across the globe
  • Reduces process breakdowns in CRM applications and maximizes IT investments
  • Enhances the Siebel package, placing it even further out of reach
    of competitive telecom CRM off-the-shelf products as well as the software-as-a-service

The TCS Advantage

TCS has established a dedicated focus group on CRM in telecom and has strong domain experience in telecom sector (including the Middle East, Africa and Asia-Pacific). TCS bundles its own assets and
accelerators to provide a robust solution. And as a global systems integrator, TCS brings in implementation experience and strong delivery capability with a large, experienced resource pool of OPN-S Certified consultants.

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