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SUCCESS STORY

Equifax Reshapes CRM with Salesforce Platform

TCS leveraged a cloud-based platform to drive productivity and ensure GDPR compliance.

 
Client
Equifax
Industries
Communication, Media & Technology
Service
Salesforce-led Business Transformation

Challenge

GDPR compliance requirements set the stage for transformation of legacy IT systems

Leading global consumer credit reporting agency Equifax Ltd. was using multiple legacy systems to provide credit-related services, such as Oracle’s RightNow for case management and day-to-day activities and Lotus Notes for financial operations.

The US-based company needed to host data relating to consumers in Europe in the same geography for GDPR compliance. It decided to use this opportunity to upgrade its legacy systems and transform the CRM environment to support its purpose of helping people live their financial best by providing information about managing credit scores.

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Solution

TCS drove additional value by implementing a Salesforce CRM platform to improve CX

It recommended a Salesforce Service Cloud implementation for case management and for creating workflows for resellers and customers. Apart from meeting GDPR compliance with a go-live solution, TCS enhanced user experience with a responsive and dynamic UI with mobile device support.

TCS established business processes across the group while providing a single view of the customer. Rationalizing and categorizing FAQs helped cut the clutter, providing a better customer experience and reducing complaints. An integrated dashboard for resellers helped them track requests easily and quickly, while custom reports provided insights on customer experiences, agent productivity and compliance.

The finance processes for generating invoices were optimized, driving efficiency and better agent productivity. TCS also helped Equifax by porting Lotus Notes functionality into Salesforce within three months.

TCS leveraged its contextual knowledge of Equifax’s ways of working to take up an advisory role and drive effective change management and quality assurance.

“We are thrilled to have TCS as our partner in this transformation journey.”

Stephen Cohen, Head of Enterprise Architecture, Equifax

Benefits

The CRM transformation helped Equifax improve productivity and user experience

TCS provided a cost-effective, cloud-based system with improved scalability and business continuity. The standardized business processes improved business decision making with KPI measurements and actionable data insights for continuous improvements.

100%

GDPR compliant platform for operations support

40%

Improvement in agent productivity through workflow automation

$600K

Saved on Lotus Notes license costs

25%

Case reduction for query cases

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