Industry
- Manufacturing
Manufacturing
Highlights
- Skyguide’s legacy CRM platform incurred high costs and posed risks to business operations.
- TCS transforms Skyguide’s AIM Service Center with cloud-based customer relationship management (CRM) and computer telephony integration (CTI) platforms.
In this article
Challenge
Skyguide, the Geneva-based air traffic management services provider, offers aeronautical information management (AIM) services.
The Swiss major collects, assembles, publishes, and distributes data on aviation infrastructure for some of Europe’s busiest air routes. However, the AIM Service Center – which supports its customers, including pilots, aerodrome operators, and the military – was managed through a legacy CRM solution. It was nearing the end of its life, posing performance issues and leading to business risks and high maintenance costs.
Solution
TCS modernized Skyguide’s AIM Service Center and introduced cloud-based CRM and CTI platforms.
Leveraging TCS’ strong industry and domain expertise, the team created a new CRM blueprint and roadmap in collaboration with the customer’s business and IT stakeholders. TCS proposed Salesforce’s cloud CRM and smart CTI platforms to reenergize Skyguide’s AIM Service Center.
The TCS team designed, developed, and implemented the solution with the help of an agile framework and delivered it using TCS’ Location-independent Agile™ model. The solution automated service operations by utilizing multi-channel communication available on the Salesforce cloud platform. It leveraged smart CTI technologies that handled complex interaction flows for intelligent call routing and monitoring.
After the solution’s launch, TCS continued to provide production support services through its offshore delivery center in India to ensure business continuity. Even during COVID-19 and remote working, TCS seamlessly supported the customer through its Secure Borderless Workspaces™ operating model.
benefits
TCS’ solution enabled reliable, high-performance operations at Skyguide’s AIM Service Center.
Cloud-based automated channels for CRM and CTI ensured lower costs, business continuity, and agility of operations.
High end-user adoption of the platforms led to improvement in user experience and operational efficiency at the AIM Service Center. Automated communication channels led to faster closure of customer requests.
What the client says
The successful delivery of the new AIM Service Center solution, followed by the seamless support being provided to the live application demonstrate that by choosing TCS, we took a step in the right direction.
TCS advantage
TCS has enabled global automotive OEMs to develop vehicle onboard and offboard capabilities through Autoscape:
Leading domain and technology expertise: TCS has many years of experience in connected vehicle development alongside long-standing relationships with multiple leading OEMs. TCS’ technical team adopts agile methodologies to cater to the bespoke business requirements of its clients.
Neural Manufacturing™: TCS helps agile automotive enterprises to use technology for defining their business models and leveraging ecosystems to drive a common purpose, thus helping them embrace neural traits in their operations.
Industry partnerships and alliances: TCS has strategic partnerships with multiple hyperscale cloud providers and external and internal partnerships, allowing it to build best-in-class connected vehicle platforms.
Research and innovation: Patented platforms, solutions, and assets allow TCS to develop the connected vehicle vision of its customers.
what made this happen
With autonomous vehicles set to become the future of mobility, read how TCS’ solution facilitates AV development using leading-edge technologies like AI & ML.
With business advisory services & data monetization, the solution utilizes automotive technology to enhance enterprise journey in the connected vehicles space.
TCS’ solution aids transformation in the manufacturing industry & enables manufacturers to become future-ready by building connected & collaborative ecosystems.
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