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    TCS is here to make a difference through technology.

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      We deliver excellence and create value for customers and communities.

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      14 May 2025 TCS Partners with Khan Bank to Future-Proof its Operations, Enhance Customer Experience and Propel Innovation leveraging AI and ML
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    What we do
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      TCS is here to make a difference through technology.

      Leading the way in innovation for over 55 years, we build greater futures for businesses across multiple industries and 55 countries.

      Discover all solutions
    • Industries
      • Banking
      • Capital Markets
      • Consumer Packaged Goods and Distribution
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    • ignio™
    • TCS iON™
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  • Who we are
    • Overview Press tab for submenu items

      We deliver excellence and create value for customers and communities.

      Our expert, committed team put our shared values into action – every day. With the best talent and the latest technology we help customers turn complexity into opportunities and create meaningful change.

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      Want to be a global change-maker? Join our team.

      At TCS, we believe exceptional work begins with hiring, celebrating and nurturing the best people — from all walks of life.

      Join us
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      • Argentina
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      Discover more
    • Press releases

      Recent Press releases

      15 May 2025 TCS Recognized as One of the World’s Top 50 Brands by Kantar BrandZ; Brand Value Soars 28% YoY to $57.3Bn
      14 May 2025 TCS Partners with Khan Bank to Future-Proof its Operations, Enhance Customer Experience and Propel Innovation leveraging AI and ML
      12 May 2025 TCS Partners with Dhofar Insurance Company to Transform its Core Insurance Platform
      View all
    • News alerts

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      02 May 2025 TCS Ranked Denmark’s #1 IT Service Provider for Customer Satisfaction in 2025
      23 Apr 2025 TCS Partners with Google Cloud on Agent-to-Agent Interoperability Protocol to Drive Future-Ready Enterprises
      11 Apr 2025 TCS Partners with Google Cloud to Accelerate AI-led Transformation in the Retail Sector
      View all
    • Analyst recognition

      Recent recognitions

      22 Apr 2025 TCS Ranked #6 Amongst Banking Technology Providers and Recognized as a Regional Leader across all Geographies by Everest Group
      17 Apr 2025 TCS BaNCS Named a Leader Among Wealth Management Products by Everest Group
      01 Apr 2025 TCS Positioned as a Leader in Worldwide Discrete Manufacturing Product Lifecycle Management Strategic Consulting Services and Systems Integration by IDC MarketScape
      View all
    • Events

      Upcoming events

      11 Jun 2025 TCS and PTC Present the North America Leadership Forum 2025
      04 Jun 2025 Veeva R&D and Quality Summit: Developing Better Health Outcomes
      02 Jun 2025 Siemens Realize LIVE: Discussing Technology and Digital Transformation
      View all
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      Tata Consultancy Services Limited
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    TCS Worldwide
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    • Travel and Logistics / case study

    KLM Royal Dutch Airlines Transforms Customer Experience

    TCS automates KLM Social Media Hub to help them 'be where the customers are'

    Share KLM transforms customer experience with Social Media Hub
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    Challenge

    KLM wanted to tap social media platforms, apart from its website and mobile app, for customer service.

     

    KLM Royal Dutch Airlines wanted to tap social media platforms, apart from its website and mobile app, for customer service. To attract the millennials and retain other customer segments, KLM wanted to deliver omni-channel customer experience across its website, mobile app, and social media channels. It needed to upgrade existing website and IT systems for AI-enabled functionalities and personalized intuitive interfaces across channels. To maximize its reach, the company wanted to build and offer customer service functionalities in messaging platforms on social media channels such as Facebook, Twitter, WhatsApp, and WeChat.

     

     

     

    Solution

    Enhanced customer experience through Social Media Hub

     

    TCS worked closely with KLM to create a Social Media Hub. The TCS team designed, developed, tested, and deployed application programming interface (API)-based solutions to action a range of services on social media messaging platforms. These micro-service features were robust, secure, scalable, and automated. These were integrated with KLM’s existing IT set-up to ensure a seamless, omni-channel experience. The application-based modular approach provided responsive layouts and allowed a faster time-to-market. Since 2016, TCS and KLM have developed and customized solutions integrated with Facebook Messenger, Twitter, WeChat, WhatsApp, and Google Assistant. Now, booking tickets, choosing a seat or meal on a KLM flight – all can be done on any of these channels.

     

    “We have TCS employees embedded within our organization. These specialist staff are absolutely crucial in sparking innovation and keeping us up to date on emerging technologies.” Jos Kerssens, VP, Development Passenger Business, KLM

    With Social Media Hub, KLM was able to attract the millennial customers and earned the reputation of being a ‘social media airline’. This helped KLM not only transform customer service, but also enter into partnerships with tech giants such as Facebook, Google, and WhatsApp for exclusive promotions. It was a differentiator and gained competitive advantage in the market for KLM.

    TCS and KLM developed many first-of-its-kind AI-enabled functionalities, which are adding to the KLM revenues directly. Digital transformation and automation have also resulted in unprecedented efficiency, agility, and scalability in KLM’s operations and reduced cost.

     

    “TCS provides KLM with digital expertise and support for many customer-experience services. TCS is a strong partner for us.”

    Pieter Elbers, CEO, KLM

    what made this happen

    tcs-aviana-enable-digital-transformation-improve-cx-card

    TCS’ AI-ML-based solution suite enables digital transformation with digital collaboration through intelligent insights to help improve customer experience. 

    Click here

    railway-blog-card

    With SAP S/4HANA and the SAP cloud platform, we enable smart and predictive maintenance and accelerate and de-risk digital transformation programs.

    Click here

    fluid-reserve-card

    With features like price bundling and marketing, our solution can intuitively customize products and services in the hospitality sector to increase revenue.

    Click here

    Benefits

    Swipe Right
    Swipe Left
    3x

    Increase in number of passengers using social channels

    40%

    Online bookings receive booking confirmation and subsequent servicing in social

    10%

    Boarding passes issued on WhatsApp of the 3 million customers worldwide

    4

    Point Increase in net promoter score

    Related reading

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