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    TCS is here to make a difference through technology.

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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
      12 May 2025 TCS Partners with Dhofar Insurance Company to Transform its Core Insurance Platform
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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
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      • Consumer Packaged Goods and Distribution
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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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      Find the latest news about TCS in our Newsroom

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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

      Recent News

      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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    TCS Worldwide
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    • Communications, Media, and Information Services
    • Case Study

    BT elevates CX with digital transformation

    Share BT’s Digital Process Transformation to Improve Business Benefits
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    Accelerate Enterprise Digital Transformation for Sustainable Change

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    Highlights

    • Digital transformation resulted in improved overall automation handling of CPQ Deals with pre-populated discounts, automated approvals.
    • The new collaboration methods and mobile-first features allow sales agents and field teams to operate a lot faster and with ease.

    Insights in this article

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    Challenge

    BT wanted to improve service delivery and customer experience

    Competing in the dynamic telecommunications market requires getting products and services to customers rapidly. BT, one of the world's leading telecommunications companies, was facing challenges associated with its legacy platform, which comprised multiple, independent applications. This hindered the coordination and sharing of customer data between marketing, sales, field engineers and customer services teams, negatively impacting both sales and customer experience. The telco wanted to improve the efficiency and responsiveness of its processes and customer interactions.

    Solution

    TCS implemented a Salesforce platform to streamline sales and customer communication

    TCS helped transform BT's customer operations by integrating several business functions into one digital platform. Based on Salesforce CRM, this platform provided a single analytical view of customer data for the entire organization. The digital process transformation entailed successful adoption of Salesforce instances in each of the four major business units: enterprise, global services, consumer, and openreach.

    This digital core was expanded with CloudSense, Salesforce Industries, and complemented by applications from the Salesforce AppExchange, which TCS helped evaluate during the prototyping and selection phases. In addition, TCS supported the implementation of CloudSense and Salesforce Industries OM integrated with Salesforce Community Solution, eliminating the need for agents to toggle between applications during sales calls to access customer and product information.

    Another key element of the project was the Field Service Lightning application, which allowed field workers to access information easily and immediately, helping resolve customer issues faster and ensuring a superior customer experience. This solution also ensured that the customer data remains anonymous and secure.

    Swipe Left
    Swipe Right

    TCS’ collective insights led to a personalized experience for customers.

    Richard Chambers

    Business Improvement Consultant, BT Global Field Service

    Benefits

    The Salesforce-based digital platform helps BT improve sales outcomes

    The digitalization of processes improved the overall handling of CPQ deals at BT, with pre-populated discounts and automated approvals. The new collaboration methods and mobile-first features allow sales agents and field teams to operate a lot faster and with ease.

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