Jim Poole, Director, B2C, EDF Energy, talks about TCS' effectiveness in helping the company adopt new channels for customer interaction, such as emails and web chat. This has enabled a smooth transition and helped EDF Energy achieve reduced cost-to-serve.
Jim recollects TCS’ first engagement to assist EDF Energy as the company prepared for the enterprise-wide migration. This involved a number of challenges and operational changes, but TCS’ readiness in terms of understanding the business requirements and recommending best-fit solutions ensured a successful execution of the project. Jim says, "The true sign of a partner is where the first conversation is how do we fix it.”
He talks about TCS' contribution in helping EDF Energy maintain its leadership position in the market. Jim says, “TCS has preempted our plan and actually taken some risk in terms of preparing for any challenge that may arise…when we made a decision, we were able to move very quickly, helping us maintain the leadership we want in this area.”