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    TCS is here to make a difference through technology.

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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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      05 May 2025 Jazeera Airways Partners with Tata Consultancy Services to Power AI-led Transformation, Reimagine Digital Customer Experience
      02 May 2025 IBM, Tata Consultancy Services and Government of Andhra Pradesh to Deploy India’s Largest Quantum Computer in the Country’s First Quantum Valley Tech Park
      30 Apr 2025 TCS Collaborates with SAP to Enable Enterprise-wide GenAI and Cloud Adoption For its Customer
      View all
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      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
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      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
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    • CMIS / CASE STUDY

    TDC Automates 100% Field Agent Dispatch

    TCS’ IFS-based field service solution helps boost resource utilization     

    Share TDC Automates 100% Field Agent Dispatch
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    Challenge

    TDC’s legacy workforce management framework was unable to manage rising workloads

     

    TDC employed a large pool of field technicians, allocated to tasks as diverse as order installation, fixing fallouts, and capacity management. However, planning and distribution was entirely manual, leading to scheduling errors and resource underutilization. An employee’s beat was divided into small areas with hard boundary rules which impeded flexibility. Technicians had to travel long distances between assignments, resulting in escalating costs and hours. Further, the existing IT system was unable to reconcile complex labor rules, such as shifts, vacations, and overtime.

    This impacted service level, leading to low ‘first time fix’ rates. TDC urgently needed an end-to-end workforce management overhaul, deploying next-gen systems to boost employee performance. 

     

     

    Solution

    TCS’ IFS expertise enables enterprise-wide digital transformation for TDC

     

    TDC decided to deploy a cutting-edge field service management platform, based on the market-leading IFS ERP technology suite. The company partnered with TCS, recognizing our expertise in project management and Gartner-accredited IFS implementation leadership.

    TCS collaborated closely with TDC, translating their requirements into actionable IT stories. After outlining a bespoke implementation strategy and ensuring timely go-live in multiple geographies, we migrated TDC’s workforce to the IFS platform. This involved configuring complex business rules, auto-setup of SLAs, and custom UI enablement for minimal disruption to different personas.

    The new framework automates tasks management through a robust planning and scheduling optimization engine. Back-office processes are streamlined, seamlessly applying boundary setting and labor union rules. The solution also comes with a mobile app, offering greater flexibility and visibility for technicians always on the move. 

     

     

    Benefits

    TDC achieves 100% dispatch automation, led by TCS’ stringent SLA adherence. 

     

    TDC was able to optimize tasks scheduling and resource dispatch, using the new IFS Field Service Management solution. Workforce utilization has witnessed a marked increase, with significantly more assignments completed in a single work-day. This in turn has led to higher customer satisfaction, reinforcing market leadership for TDC.

     

    Statistics

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    30%

    Time spent driving between jobs

    100%

    automation of task dispatch processes

    What Made it happen

    Hobs-Tab-2048x1076

    TCS HOBS™ is a cloud-native, catalog-centric platform with a composable architecture built for the telecom OSS/BSS support systems. Download our brochure now.

    Click Here

    digital-media-advertising-strategy

    TCS TwinX combined with Enterprise Digital Twin technology powered by AI/ML provides solutions to help customers overcome & outperform challenges. Read more.

    Click Here

    ccsr-card

    A unique contextual intelligence-driven and customizable interface enabling businesses to improve customer journeys and time to market. Discover how.

    Click Here

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