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    • TCS Interactive
    • Case Study

    Equifax reshapes CRM with Salesforce platform

    Share Salesforce Platform for Equifax’s Digital Transformation Journey
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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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    AICD chose TCS and its digital services business, TCS Interactive, to reimagine its digital presence using Adobe, delivering extraordinary customer experiences.
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    10 Apr 2025

    Highlights

    • TCS helped Equifax convert a regulatory requirement into a CRM transformation initiative.
    • TCS established business processes across the group while providing a single view of the customer. 
    • The CRM transformation helped Equifax improve productivity and user experience.

    In this article

    Business compliance   inpage
    CRM transformation   inpage
    Finance processes   inpage
    Enhanced UX   inpage
    What made it happen   inpage
    Business compliance inpage
    CRM transformation inpage
    Finance processes inpage
    Enhanced UX inpage
    What made it happen inpage
    Back to top Go to top
    In this articleinpage
    Go to top
    Business compliance CRM transformation Finance processes Enhanced UX What made it happen

    Business compliance

    GDPR compliance requirements set the stage for transformation of legacy IT systems

    Leading global consumer credit reporting agency Equifax Ltd. was using multiple legacy systems to provide credit-related services, such as Oracle’s RightNow for case management and day-to-day activities and Lotus Notes for financial operations.

    The US-based company needed to host data relating to consumers in Europe in the same geography for GDPR compliance. It decided to use this opportunity to upgrade its legacy systems and transform the CRM environment to support its purpose of helping people live their financial best by providing information about managing credit scores.

    CRM transformation

    TCS drove additional value by implementing a Salesforce CRM platform to improve CX

    TCS helped Equifax convert a regulatory requirement into a CRM transformation initiative. It recommended a Salesforce Service Cloud implementation for case management and for creating workflows for resellers and customers. Apart from meeting GDPR compliance with a go-live solution, TCS enhanced user experience with a responsive and dynamic UI with mobile device support.

    TCS established business processes across the group while providing a single view of the customer. Rationalizing and categorizing FAQs helped cut the clutter, providing a better customer experience and reducing complaints. An integrated dashboard for resellers helped them track requests easily and quickly, while custom reports provided insights on customer experiences, agent productivity and compliance.

    Swipe Left
    Swipe Right

    We are thrilled to have TCS as our partner in this transformation journey.

    Stephen Cohen

    Head of Enterprise Architecture, Equifax

    Finance processes

    The finance processes for generating invoices were optimized, driving efficiency and better agent productivity. TCS also helped Equifax by porting Lotus Notes functionality into Salesforce within three months.

    TCS leveraged its contextual knowledge of Equifax’s ways of working to take up an advisory role and drive effective change management and quality assurance.

    Statistics

    Swipe Right
    Swipe Left
    100%

    Increase

    GDPR compliant platform for operations support

    40%

    Increase

    Improvement in agent productivity through workflow automation

    $600K

    Savings

    Saved on Lotus Notes license costs

    25%

    Savings

    Case reduction for query cases

    Enhanced UX

    The CRM transformation helped Equifax improve productivity and user experience

    TCS provided a cost-effective, cloud-based system with improved scalability and business continuity. The standardized business processes improved business decision making with KPI measurements and actionable data insights for continuous improvements.

     

    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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