Industry
- Communications, Media and Information Services
Going Beyond: CMI to Focus on Personalized Experiences for Growth
Highlights
- Indus Towers, India's largest telecom tower company, provides passive telecom infrastructure and, thus, enables many essential services.
- It faced significant disruption to operations in March 2020 as it was advised to operate its offices countrywide with minimal number of employees during a nationwide lockdown to contain the spread of COVID-19.
- TCS put in place business continuity plans for the telecom tower major to ensure business operations were not disrupted.
In this article
In this article
Indus Towers’ operations faced major disruption
Indus Towers, India’s largest telecom tower company, stood to be significantly impacted due to COVID-19.
In March 2020, its operations were at the risk of being disrupted as it was advised to operate its offices across the country with a minimal number of employees as part of a nationwide lockdown to contain the spread of the Novel Coronavirus.
The challenge: KEEPING EMPLOYEES SAFE, AND CUSTOMERS CONNECTED
The company provides passive telecom infrastructure and is an enabler of essential services.
It, therefore, had to enable remote working for its employees to manage tower operations in 15 circle locations across India and maintain business continuity in a safe and secure environment.
TCS has been supporting Indus Towers’ business operations as a strategic IT partner for more than 10 years, and, thanks to this lengthy association, has a deep understanding of the company’s business landscape and customers. It knew that business continuity was imperative for Indus Towers as this directly related to end-users staying connected to their families, friends, work, and other basic essential services. Any disruption in services would have meant more distress for end-users already under stress due to the pandemic. It would have also resulted in revenue loss and dented Indus Towers’ reputation in the market.
The solution: Enabling ‘WORK FROM HOME’ IN 48 HOURS
Indus Towers’ employees worked out of ‘circle locations’ and partner ecosystems across the country.
The TCS team was assigned the task of enabling ‘work from home’ for the 6,000 employees and associates of Indus Towers.
Putting its contextual knowledge to use, the TCS team explored business continuity options with the telecom tower major and created a detailed risk assessment for all feasible options with the IT, security, and business teams. TCS’ business and IT teams worked in coordination with Indus Towers’ circle HR, admin, and corporate IT teams to ensure there was no impact on business operations.
The benefit: Major crisis averted
The team prepared the runbook (a compilation of administrator procedures and operations) in a record two days, thus ensuring zero disruption to services to end-users.
The runbook included demonstration and testing, as well as packaging and shipping desktops, to associates’ homes.
The success of our WFH initiative is an outcome of the TCS team’s hard work, close cooperation with circle admin teams under the able guidance of the circle HR teams. The TCS team has worked beyond reasonable hours and at a personal risk to themselves to support our business. I can confidently say that I have seen very few projects of this magnitude be delivered in this short a duration and that too under these difficult circumstances!
What Made it happen
Know how TCS HOBS™ can help organizations transition to subscription business models, data monetization, and device management for growth.
TCS TwinX combined with Enterprise Digital Twin technology powered by AI/ML provides solutions to help customers overcome & outperform challenges. Read more.
TCS Contexify, a Dynamic Orchestrator, uses contexts linked to purposes to drive personalized interventions (Next Best Action) & simplify customer engagement.
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