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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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      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
    • Analyst recognition

      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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    TCS Worldwide
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    • Insurance
    • Case Study

    Putting Customers First during the COVID-19 Crisis

    VIVAT adopts a digital-first approach to become the most customer-friendly insurer in the Netherlands.

    Share How Dutch insurer VIVAT is Staying Customer Centric amid COVID-19
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    One of the inevitable consequences of the COVID-19 global pandemic is the rise in insurance claims.

    Insurers must navigate the challenge of business as usual – making sure that customers’ ability to claim is not impacted by circumstances over which they have little control – while coping with a situation which is very much not business as usual.

    For Dutch insurer VIVAT, this meant being there for their customers when they needed it the most and making sure that 100% of claims were handled efficiently and on time.

    This was no mean feat given that COVID-19 poses a major threat to business continuity. But that wasn’t the only challenge. VIVAT had to work to ensure service delivery without compromising their employees’ safety as city after city went into lockdown.

    Yet, VIVAT did succeed in handling all its customer claims. The digital transformation journey it has been on with TCS over the past few years made this possible. Even more important than its digital transformation, though, was its purpose-driven business approach – the company wanted to become the most customer-friendly insurer in the Netherlands. This mantra has been the blueprint for its transformation journey.

    In addition, its pivot to agile working, with the attendant resilience and adaptability, meant that the insurer was well-placed to weather the COVID-19 storm.

    In Times of Need

    In the face of an impending lockdown, VIVAT had to quickly adapt to a new way of working in order to continue to give its customers uninterrupted service.

    TCS proactively worked on business continuity options with the firm, including creating a detailed risk assessment of all options together with IT, Security and Business teams. The Secure Borderless Workspaces™ (SBWS™) model – TCS’ framework concerning access, security, flexibility, and reliability of remote IT equipment - was selected.

    VIVAT supported this option by involving relevant stakeholders from its side and providing quick approvals in short duration. TCS Business and IT teams went out of their way to ensure there was no impact on business by proactively preparing the run book, including demonstration, testing, packaging and shipping the desktops.

    On March 22, the city went into lockdown. By then, the TCS team had ensured that 100% of TCS-VIVAT staff were enabled to work from home. This ensured zero disruption to end consumers in getting their claims processed in this most unprecedented and testing of times.

    VIVAT was hugely relieved that it could pivot toward the new normal so quickly, while keeping its customers front and center in its approach. 

    “As well as supporting VIVAT’s aspiration to be the foremost digital insurance company, TCS has proved its ability to think on its feet in a crisis and ensure that we continue to perform to the standards to which they have been accustomed. Hats off to TCS!” - Ronald Richardson, Senior Operations Manager, VIVAT

    Taking a Lead in the New Normal

    In today’s highly competitive environment, businesses must be forward-looking and embrace all that digital technologies have to offer. 

    Since 2014, TCS has been a key partner in VIVAT ’s digital transformation efforts, helping it achieve its aims of becoming a leading customer-centric insurer using a digital-first, Business 4.0TM strategy. 

    TCS has offered its strategic consulting services, thought leadership and innovation to implement key changes. These changes include the consolidation of VIVAT’s customer data on a single CRM platform, which has led to service improvements across the customer lifecycle and given VIVAT a more holistic view of its customer.

    For instance, a life-term product that could previously take weeks to deliver can now be arranged in a few minutes. The 360-degree customer view that employees now have has led to superior service delivery and customer experience.

    VIVAT has switched to a more agile way of working. This has resulted in faster time to market for new products, better quality of service, and reduced costs. It has also had the additional benefit of bringing together the technology part of the business with the core, resulting in a stronger partnership that creates value on both sides. This approach has enabled VIVAT to be highly adaptable and resilient, and not lose sight of its purpose, in the wake of the COVID-19 crisis.

    The ongoing relationship with TCS, along with VIVAT’s commitment to invest in new technology, will allow the insurer to develop exciting new value propositions for customers, as well as withstand shocks, now and in the future.

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