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Accelerate Enterprise Digital Transformation for Sustainable Change
We help align technology and investment goals and provide an enterprise digital transformation roadmap with intelligent solutions for sustainable change.
Related InsightsTo drive innovation at speed, enterprises must move beyond siloed capabilities. These five tenets help boost digital transformation and build an agile business.White Paper18 May 2022TCS Servitization Engine on Oracle Cloud reimagines business models and increases customer lifetime value by focusing on customer service and data monetization.Solution28 Dec 2022Read how TCS ConvertCore defines SAP S/4HANA conversion roadmap and helps enterprises embark on a digital transformation journey to drive business valueSolution17 May 2022
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
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.
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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