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Case Study

Tesco adopts TCS’ Hosted OSS/BSS solution to transform its systems, launch new products and improve customer services


TCS helped Tesco transform from legacy to a flexible and standard solution at an optimal cost with a TCS-hosted OSS/BSS stack, allowing the company to concentrate on enhancing customer value and focus on core business growth.

The Client: Tesco Plc is the UK’s biggest supermarket chain and the world’s third-largest retailer. The company leverages its large customer base to sell a variety of financial and telecom services, such as fixed-line, mobile and internet phones, as well as broadband and dial-up internet access.

Business Scenario:
In 2010, Tesco decided to re-launch its residential broadband and home phone services in the UK. Providing simple and easy to understand customer bills and reducing customer query turnaround time were necessary ingredients of an improved customer experience. Tesco wanted a partner who could provide the new solution in “As-a-Service” model and consolidate its existing systems by migrating its customer base from multiple legacy stacks to a centralized customer care and billing platform.

Why TCS?
Tesco selected TCS for this engagement because of its in-depth knowledge of the telecom domain and the innovative hosted OSS/BSS solution offered to Tesco.

TCS’ Solution:
We helped Tesco completely transform from a legacy stack to the TCS Hosted OSS/BSS (HOBS) solution, a pre-integrated stack with a mix of TCS’ solutions and Commercial Off-the-Shelf (COTS) products, with pre-built business process.

Key Benefits:
TCS helped Tesco meet its growth aspirations by transforming from a legacy to a flexible and standard solution, with the following benefits:

  • Quick time-to-market
  • Flexible “build-as-you-grow” and “pay-as-you-use” commercial model
  • Improved agility
  • Lower operational costs

Customer Quote:
“As with all projects of this nature the build, implementation and migrations are complex and challenged by ambitious timescales. TCS demonstrated their ability to respond and solve the most difficult issues and work in true partnership with Tesco. The TCS platform has allowed us to replace a number of disparate sub-scale solutions and support the launch of additional products for our customers.”
Tesco Telecom, Attiq Quereshi, IT Director