Industry
- Communications, Media and Information Services
Going Beyond: CMI to Focus on Personalized Experiences for Growth
Highlights
- To enhance engagement and collaboration between their marketing, sales, and ancillary teams, TCL needed an interactive platform that was also cost-effective.
- An integrated solution was key for TCL to improve the customer experience.
- TCS brought high levels of automation for creating and assigning products and services, enhancing the site feasibility module, and verifying customers’ credit. This streamlined several processes in the sales cycle.
in this article
Overview
TCL, an Indian telecommunications company, is part of the Tata Group.
It provides network services and software-defined network platforms, such as ethernet, SD-WAN, content delivery networks (CDNs), the internet, Multiprotocol Label Switching (MPLS), and private lines.
To enhance engagement and collaboration between their marketing, sales, and ancillary teams, Tata Communications (customer) needed an interactive platform that was also cost-effective.
The challenge: Customer data management
Lack of integrated customer data lowered sales effectiveness.
TCL needed to integrate master data to optimize automation, provide better insights, and drive sales cycle execution. An integrated solution would go a long way towards improving their customer experience as well.
The solution: TCS implements Sales Cloud
TCS implemented Sales Cloud module with business-driven application enhancements.
To meet TCL’s goal of enhancing collaboration among their sales, marketing, and ancillary teams, we implemented and enhanced the Sales Cloud module by Salesforce, for their enterprise business unit.
We began with a proof of concept and design, and configured the system to automatically validate custom supplier tasks for feasibility management. We then defined security settings to control access to the system. Next, we implemented customized search features and designed workflows to simplify email communication. Finally, we established rules for assigning and approving products and services.
The benefits: Streamlined sales cycle, customer experience
TCS streamlined the sales cycle and boosted CX
We brought high levels of automation for creating and assigning products and services, enhancing the site feasibility module, and verifying customers’ credit. This streamlined several processes in the sales cycle. And helped prepare TCS opportunity orchestration. Our solution successfully catered to TCL’s Indian and international locations, and ultimately improved customer experience.
The TCS team has worked very hard to help us pull this off
What Made it happen
TCS HOBS™ is a cloud-native, catalog-centric platform with composable architecture engineering experiences with insights-led personalization.
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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