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    • Communications, Media, and Information Services
    • Case Study

    Proximus Eases Payment Pain

    Telecom firm turns to TCS to transform back office operations

    Share DevOps Operating Model for Proximus to Better Customer Experience
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    Connect. Curate. Comprehend: Unlocking Value Beyond Boundaries

    TCS helps businesses unlock value by enhancing digital experiences with AI and cloud technologies, driving sustainability and seamless connectivity. Learn how.
    Learn More
     about Connect. Curate. Comprehend: Unlocking Value Beyond Boundaries
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    TCS at TM Forum DTW Ignite 2025: Key Highlights of the Event
    From strategic partnership and innovation showcase to building autonomous networks, discover key highlights of TCS’ sessions at the TM Forum DTW event.
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    How TCS Helped Proximus Enhance Operational Efficiency with BPMN
    Learn how TCS implemented a BPMN framework that helped Proximus in their transformation journey of deploying RPA and replacing copper network with optical fiber.
    Case Studies
    24 Jul 2025

    In this article

    Challenges   inpage
    Solution   inpage
    Benefits   inpage
    The numbers   inpage
    Challenges inpage
    Solution inpage
    Benefits inpage
    The numbers inpage
    Back to top Go to top
    In this articleinpage
    Go to top
    Challenges Solution Benefits The numbers

    Challenge

    Proximus seeks payments excellence, cost reduction, and capacity management

    Accurate and timely payment processing has been crucial for the ongoing success of telecoms – ensuring back office efficiency, customer experience excellence, and profitability. Proximus, the largest telecommunications group in Belgium, sought to improve its automatic payment posting to align to the global standards. A failure in direct debit processing had led to an increase in bad debt. In addition, Proximus needed to address a series of related issues such as high operational costs, capacity management due to uncertain project demand, a lack of business collaboration, and knowledge drain.

    Solution

    TCS overhauls operating model to deliver improvements for Proximus

    To address the challenges that Proximus was facing, TCS developed a business-aligned DevOps operating model. The model was designed to provide clear accountability by merging the development and operational support teams into one. What was also needed was to increase the productivity by identifying synergies across complementary tasks and improve the monitoring and governance of business service level agreements (SLAs) and key performance indicators (KPIs) in order to gain confidence within the business. The TCS solution themes closely mapped the challenges that Proximus was facing. To address high operational costs, for example, TCS designed a demand-based sourcing model that ensured timely scalability to match the project demand. Simultaneously, it introduced a role rationalization program to bring greater task ownership and accountability. To improve service delivery, TCS initiated proactive application monitoring, test and operational automation, and structured root cause analysis. Finally, effective knowledge management led to the adoption of a core-flex operating model, maintaining a central team while creating tool-based documentation for ease of use.

    Benefits

    Proximus reduces costs and improves service delivery, thanks to TCS’ DevOps model

    TCS’ DevOps model had an instant impact – improved service levels, reduced costs, and transformed KPI and SLA delivery. Within a year, Proximus’s operational costs fell by 40% while bad debt was reduced by a whopping 90%. 

    Statistics

    Swipe Right
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    90%

    Bad debt reduction

    100%

    Customer service reactivations

    40%

    Operational cost saving in year one

    80%

    Defect backlog decline

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    Communications, Media and Information Services

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