Industry
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Communications, Media and Information Services
Going Beyond: CMI to Focus on Personalized Experiences for Growth
Solutions
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TCS HOBS™
TCS HOBS™: Engineering experiences with personalization and innovation
Highlights
- In the highly competitive space that they are in, digital subscription businesses need to boost their B2B sales and customer experience processes. What will stand them in good stead is the ability to launch, sell, and deliver complex products and services faster and at competitive prices.
- While the aim of both the sales agents and sales managers is to uplift the customer experience, their roles differ. The former desire quicker lead generation, easier quoting for complex products and automated negotiations, whereas the latter look for accuracy in the quoting process, automated workflows and to ensure right first-time delivery a smooth quote-to-order process.
- Backed by TCS HOBS and Salesforce, TCS has developed a digital catalogue-driven front office solution to fulfil the needs of both communications service providers (CSPs) and enterprises.
In this article
Abstract
Digital subscription businesses must improve their B2B sales and customer experience processes.
The ability to launch, sell and deliver complex products and services quicker and at competitive prices is paramount to this task.
Businesses with an inflexible product catalog architecture are unable to model and roll out complex bundles and do not offer full visibility around products and pricing, leading to lost revenues. The solution to this problem is a catalog-driven front office (CDFO).
Leveraging TCS HOBS and Salesforce, TCS has developed a digital catalog-driven front office solution to meet the needs of both communications service providers (CSPs) and enterprises.
This integrated solution combines the strength of the Salesforce customer engagement layer with the robust features of the HOBS platform, to offer unparalleled capability to sell complex products and services quicker, with personalized customer experience and guaranteed quality.
Overview
Sales agents look to enhance customer engagement
While ensuring quicker lead generation, easier quoting for complex products and automated negotiations, whereas sales managers are focused on accuracy in the quoting process, automated workflows, and a seamless quote-to-order process for right first-time delivery.
Built on the Salesforce lightning platform, TCS' offering enables enriched sales journeys that lead to faster deal closures. HOBS’ catalog-centric architecture integrated with Salesforce, extensive open APIs, and workflows, ensures seamless product rollout and smooth sales and delivery processes.
The solution supports lead management, opportunity management, quoting, quantity ordering, price negotiation, attribute-based pricing, template-driven quote generation, and automated approvals.
In addition, it assists sales order process, agreements creation, quote-to-order conversion, and order enrichment for seamless fulfilment by the HOBS catalog-driven order management platform.
Armed with our centralized product catalog solution, organizations can effectively seize revenue-generating opportunities and become the digital custodians of customer experience and engagement.
Our solution
TCS’ offering rides on a strong catalog-driven architecture and is pre-integrated with various back-office processes.
Key features include:
- Enhanced configure price quote (CPQ): Improve your sales processes with guided selling, contract driven pricing, price override, price matrix and approvals. Additional features include custom quote templates, configurable terms and conditions, customer-specific agreements, and quote-to-sales order automation.
- Centralized product catalog: Roll out complex offers to sales channels quickly, and with ease.
- Extended order manager (XOM): Enrich orders by capturing all the required information up front. Pre-integrated with HOBS order management, the platform helps convert sales orders to delivery orders for seamless automated delivery, with support for bulk ordering as well.
- Channel-agnostic sales order management: Enjoy seamless omni-channel experience when creating sales orders from quotes.
Figure 1 - Overview of TCS’ HOBS catalog-driven front office solution.
TCS’ HOBS catalog-driven architecture is pre-integrated with various back-office processes such as an enterprise product catalog, customer engagement layer, and order fulfillment. All these processes enable the swift rollout of innovative product offerings, a seamless sales process and quote to order, and an integrated order fulfillment system. The solution is cloud-enabled with pre-integrated modules, embedded business processes, and is based on TM Forum standards.
Benefits
With TCS’ solution, CSPs and enterprises can drastically improve the sales experience for their employees as well as customers.
Key benefits include:
- Timely rollouts: Speed up the introduction of complex product bundles to the market through the centralized HOBS product catalog which is architected with a great level of flexibility, configurability, and scalability.
- Frictionless sales: Drive seamless sales processes through a best-in-class customer engagement layer built on Salesforce, integrated with HOBS product catalog and order management platform.
- Customer centricity: Empower sales agents to create compelling offers with faster and accurate quoting and provide flexibility to configure price even at a product attribute level.
- Zero-touch delivery: Enable upfront order enrichment with all the required attributes.
- Seamless delivery: Drive smooth delivery of products and services through catalog-driven, dynamic, workflow-based order processing and fulfilment.
- Improved sales experience: Sales agents can easily sell complex products with superior user experience.
- New growth avenues: Foster new avenues of growth by selling any product across the B2B segment, quicker.
- Better customer experience: Improve customer experience by assuring high quality in the sales to delivery to billing processes, given that all the processes are driven by the centralized catalog.
The TCS Advantage
TCS brings a range of differentiators to the table.
By partnering with us, you stand to gain from our:
- Salesforce partnership: TCS is a long-time partner of Salesforce and collaborates on consulting, technical architecture, roadmap definition and joint GTM initiatives. The application is Salesforce security-certified and is listed on the Salesforce app exchange.
- Proven expertise: TCS has decades of industry experience by virtue of having worked with leading companies the world over.
- Contextual knowledge: TCS boasts of a vast pool of certified subject matter experts with global experience who add value to our systems and help deliver strategic solutions to fulfil the varied requirements of different organizations.
- Future-proof digital platform: Built on a responsive and adaptive design, TCS’ solution provides omnichannel experience to the user. Having considered all the aspects of security, integration, scalability, effortless upgrade, compliances, and performance, we have created a truly futureproof solution.
- Implementation ownership: TCS has deep expertise in delivering digital transformation programs; we assume full ownership for implementing the solution and ensuring it delivers the expected results.
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