Challenge

Skyguide’s legacy CRM platform posed high costs and risks to business operations

Skyguide, the Geneva-based air traffic management services provider, offers aeronautical information management (AIM) services. The Swiss major collects, assembles, publishes, and distributes data on aviation infrastructure of some of Europe’s busiest air routes. However, the AIM Service Center, which supports its customers, including pilots, aerodrome operators, and the military, was managed with a legacy customer relationship management (CRM) solution. It was nearing the end of its life, posing performance issues, leading to business risks and high maintenance costs.

Solution

TCS transforms Skyguide’s AIM Service Center with cloud-based CRM and CTI platforms

TCS modernized Skyguide’s AIM Service Center and introduced cloud-based CRM and computer telephony integration (CTI) platforms. Leveraging TCS’ strong industry and domain expertise, the team created a new CRM blueprint and roadmap in collaboration with the customer’s business and IT stakeholders. TCS proposed Salesforce’s cloud CRM and smart CTI platforms to reenergize Skyguide’s AIM Service Center. 

The TCS team designed, developed, and implemented the solution with the help of an agile framework and delivered it using TCS’ Location Independent Agile™ model. The solution automated service operations by utilizing multi-channel communication available on the Salesforce cloud platform. It leveraged smart CTI technologies that handled complex interaction flows for intelligent call routing and monitoring. 

After the solution’s launch, TCS continued to provide production support services through its offshore delivery center in India, to ensure business continuity. Even during COVID-19 and remote working, TCS seamlessly supported the client through its Secure Borderless WorkspacesTM operating model.