Large Utility Reimagines Customer Service
TCS executes transformation for WBSEDCL, delights 8.5+ million customers and improves revenue.
- Overview Press tab for submenu items
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.
-
Industries
-
Services
-
Products and Platforms
- Overview Press tab for submenu items
We deliver excellence and create value for customers and communities.
Our expert, committed team put our shared values into action – every day. With the best talent and the latest technology we help customers turn complexity into opportunities and create meaningful change.
-
About Us
-
Research & Innovation
-
Our Brand
- Overview Press tab for submenu items
Extraordinary expertise leads to remarkable results.
We share news, insights, analysis and research – tailored to your unique interests – to help you deepen your knowledge and impact.
-
Customer Stories
-
Perspectives
-
Global studies
-
Topics
- Overview Press tab for submenu items
Want to be a global change-maker? Join our team.
At TCS, we believe exceptional work begins with hiring, celebrating and nurturing the best people — from all walks of life.
-
India
-
Americas
-
Asia Pacific
-
Europe and UK
-
Middle East and Africa
Overview
India
expand here
Americas
expand here
Asia Pacific
expand here
Europe and UK
expand here
Middle East and Africa
expand here
- Overview Press tab for submenu items
Find the latest news about TCS in our Newsroom
Get access to a catalog of the latest news stories from across TCS. Discover our press releases, reports, and company announcements.
-
Press releases
-
News alerts
-
Analyst recognition
Recent recognitions
View all -
Events
-
Media kit
- Overview Press tab for submenu items
TCS works hand in hand with world-leading investors.
Tata Consultancy Services LimitedNSE:TCSINR -
Management Commentary
-
Financials
-
News and Events
-
ESG
-
Resources
Overview
Management Commentary
expand here
Financials
expand here
News and Events
expand here
ESG
expand here
Resources
expand here
Top Results
Showing
10
01 - 07
- Energy, Resources, and Utilities
- Case Study
You have these already downloaded
We have sent you a copy of the report to your email again.
Challenge
Power utility delights customers by using state of the art technology investments.
The West Bengal State Electricity Distribution Company Limited (WBSEDCL) needed a mechanism to effectively redress the complaints of its sizeable customer base in order to meet the key objectives as listed in the Government of India’s Accelerated Power Development Program.
WBSEDCL sought to track zone-wise consumer data, manage customer relationships better, and ensure speedy issue resolution, while aiming to increase the accountability of field staff.
With 478 supply offices across the state,WBSEDCL needed a solution provider who could ensure high uptime and rapid fault resolution.
TCS integrates customer information and field systems to redress customer complaints.
TCS’ complaint redressal system created a central data warehouse for each of the 478 supply offices. By using an Oracle Customer Relationship Management (CRM) application, we created complaint dockets, and then fed this data to the zonal call centers.
This way, when the call center executives received complaints on their centralized toll-free number, alerts were automatically sent out to the field technician and a mobile service unit. Issues that were not resolved on time were automatically escalated.
“Service time reduced from six hours to less than one hour.”
Anirban Guha, Director, WBSEDCL
Our system captured data on the health of the distribution network which enabled Management Information Systems (MIS) and Business Intelligence (BI) reports on customer billing, outage, and system status.
TCS’ initiative started with the consumer in focus but grew to enable data-driven analytics, impacting decision making.
what made this happen
Read how TCS’ solution leverages an AI/ML framework and acquires real-time energy data to help enterprises reduce energy consumption and become sustainable.
As businesses prioritize green products, TCS’ solution helps them achieve supplier sustainability, ESG and SDG priorities, efficient carbon management, and a circular economy.
TCS’ Machine Vision platform addresses the need for utilities’ automation and standardized asset inspection and utilities vegetation management to cut costs.
Related reading
1/4
Energy, Resources & Utilities
How Tata Steel Europe implemented a headless commerce architecture
Case Studies
|
16 Jan 2025
Opens in new tab
2/4
Energy, Resources & Utilities
Pillars of the green transition
Article
|
05 Dec 2024
Opens in new tab
3/4
Enterprise Solutions
Customer Stories
Achieving Net Zero and Beyond: EDF’s Way Forward
video
|
02 Dec 2024
Opens in new tab
4/4
Energy, Resources & Utilities
EDF Moves to the Cloud for a Net-zero Future, Business Transformation
Case Studies
|
28 Nov 2024
Opens in new tab
Find out more
What’s on your mind?
We’re here to help! Tell us what you’re looking for and we’ll get you connected to the right people.
Looking for something else?
©2025 TATA Consultancy Services Limited
©2025 TATA Consultancy Services Limited
- Privacy Notice
- Cookie Policy
- Accessibility Declaration
- Disclaimer
- Security Policy
- California Notice at Collection
- Customize Cookies
