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SUCCESS STORY

VHA Boosts Customer Centricity

TCS’ customer relation management solution improves customer experience to drive sales.

 
Client
Vodafone Hutchison Australia (VHA)
Industries
Communications
Service
Customer Relationship Management (CRM) Transformation

Outdated systems diluted efforts to improve customer experience and drive profitability.

Rising competition and growing customer demands made it critical for Vodafone Hutchison Australia (VHA) to simplify their in-store experience, accelerate service activations, and better assist their customers.

To improve Net Promoter Score (NPS), it was vital for them to speed up time-to-market and add new sales capabilities. Also, low productivity levels called for improved processes to reduce service times. VHA’s systems were unable to cope with multiple browsers and mobile applications. They needed to transform their decade-old Customer Relationship Management (CRM) system. 

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TCS enables VHA to seamlessly migrate to new system with first-of-its-kind solution.

VHA partnered with TCS to quickly upgrade their CRM applications and simplify their retail customer experience with enhanced sales and service processes.

By leveraging our expertise in Oracle Golden Gate, We upgraded users in phases from Siebel 7.5 to Siebel 8.1 with a comprehensive cutover and rollout plan. We ensured that both versions ran in parallel during the transition without any disruptions to operations. Our unique data synchronization solution enabled the two applications to co-exist flawlessly.  

TCS enables CRM system to process 5000+ transactions per hour.

Our solution includes guided selling flows that direct sales agents through informed interactions with customers. By leveraging a Responsive Web Design framework, we minimized the learning curve for users. We worked closely with stakeholders to familiarize them with process flows and application interfaces, thus enabling effective training and maximizing user adoption.

With our solution, VHA now delivers the service today's customers expect and is better positioned to proactively meet the demands of tomorrow.  

TCS helps VHA upgrade customer experience to new heights.

Our revamp of VHA’s system makes their customer service faster, simpler, and better. We helped increase productivity, drive revenue growth, improve agility, and enhance operational efficiency. Our transformation was risk-free and seamless.

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