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      16 Jun 2025 Council of Europe Development Bank Partners with TCS to Transform Reconciliation Processes
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    • TCS Interactive
    • Case Study

    DuPont E&I streamlines customer service

    Integrated platform improves customer experience, enables data-backed decisions

    Share Dupont Achieves Service Innovation with Salesforce Service Cloud
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    TCS Interactive This will open an overlay

    Humanizing Technology to Create Iconic Experiences

    Through humanizing technology, TCS Interactive helps organizations create personalized and iconic customer experiences and promote products and services.
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     about Humanizing Technology to Create Iconic Experiences
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    POSSIBLE 2025: Meet TCS Interactive at the Marketing Event and Expo
    Join us at the marketing event in Miami for expert panels and interactive sessions on challenges CMOs face today, agentic AI, retail media, and brand building.
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    TCS Interactive at Adobe Summit 2025 
    Join us at the Adobe Summit in Las Vegas for a lively discussion on digital experience offerings, AI and generative AI-enabled customer experience, and more.
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    01 Jan 2025

    Highlights

    • DuPont Electronics & Industrial (E&I), one of DuPont’s three businesses, identified an opportunity to increase the efficiency and effectiveness of its service and support as part of its commitment to be a partner of choice. 
    • The TCS team worked with DuPont E&I to identify the underlying issues and designed a solution that could be globally scalable while catering to local needs.
    • TCS designed, built and deployed the Salesforce Service Cloud, Quality Case Management processes and Customer Community Cloud. 

    In this article

    Technology silos   inpage
    CRM transformation   inpage
    Better productivity   inpage
    Enhanced UX   inpage
    What made it happen   inpage
    Technology silos inpage
    CRM transformation inpage
    Better productivity inpage
    Enhanced UX inpage
    What made it happen inpage
    Back to top Go to top
    In this articleinpage
    Go to top
    Technology silos CRM transformation Better productivity Enhanced UX What made it happen

    Technology silos

    DuPont is a global technology leader, serving industries including electronics, transportation, construction, water, healthcare and worker safety. DuPont applies diverse science and expertise to help customers deliver essential innovations and aims to be valued as their ‘partner of choice’.

    DuPont Electronics & Industrial (E&I), one of DuPont’s three businesses, identified an opportunity to increase the efficiency and effectiveness of its service and support as part of its commitment to be a partner of choice. Multiple DuPont E&I teams are often involved in engaging directly with customers, depending on their needs.

    With legacy applications spread across multiple systems, it was becoming increasingly difficult for DuPont E&I to have a comprehensive view of customer requests and issues. Support monitoring and service metrics reporting was a challenge as data needed to be merged and transformed from all the disparate systems. The business wanted a unified platform to capture customer requests and issues, and route them to the applicable teams while providing a holistic view of the corrective and preventive actions to be taken in real time.

    When presented with these challenges, the TCS team worked with DuPont E&I to identify the underlying issues and designed a solution that could be globally scalable while catering to local needs. To ensure that the application would help grow business over time and support an omnichannel digital experience, the TCS team targeted key areas for immediate benefit as well as future capabilities.

    CRM transformation

    TCS designed, built and deployed the Salesforce Service Cloud, Quality Case Management processes and Customer Community Cloud. These solutions, in conjunction with their e-commerce solutions, leveraged existing CRM best practices while enabling the standardized business service capabilities on the platform, providing a broader view of customer inquiries in allowing business teams to make data-driven decisions and support teams to resolve customer issues more quickly, accurately and efficiently.

     increasing productivity

    The solution is allowing DuPont E&I to gain a more comprehensive view of customer requests across various service-related touchpoints such as inquiries, orders, and issue management. The solution is also helping to manage all requests and issues in real time through service and status reports and dashboards. This is increasing productivity and reducing efforts by minimizing repetitive tasks with the help of features such as quick text, templates, and macros. DuPont E&I continues to expand their use and capabilities of Salesforce Service Cloud, Customer Community Cloud, and e-commerce solution to enhance customer experience.

    Enhanced UX

    TCS helps DuPont transform customer support and enhance productivity with Salesforce

    TCS’ suite of solutions has resulted in:

    • Improved customer service levels
    • Modern digital experiences
    • Highly responsive customer interactions
    • Additional contact channel options for customers
    • Enhance productivity and provide continuous improvement
    • Create a high-performance service operating model

    what made this happen

    Create bold, intuitive, impossible-to-ignore designs for the future.

    Deliver omnichannel, immersive, hyper-personalized experiences using the latest technology.

    Bring to life digital products and services that make a difference with insights-driven marketing.

    Transform the buyer experience to convert visitors to loyal customers and ultimately to brand advocates.

    Measure the effectiveness of your marketing investments by leveraging third-party data,  advanced analytics and AI-enabled platforms.

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