Tata Consultancy Services Built a New Customer Service Platform that has Empowered Service Representatives, Reduced the Average Service Call Duration, and Improved Customer Satisfaction
CHICAGO | NEW YORK, October 19, 2021: Tata Consultancy Services (TCS) (BSE: 532540, NSE: TCS), a leading global IT services, consulting and business solutions organization, has partnered with Heritage Life Insurance Company, a US-based provider of insurance and reinsurance services, to transform the customer experience for policy holders in the closed book of business it recently acquired.
In December 2019, Heritage Life acquired a closed book of life insurance policies as part of its growth strategy. It selected TCS to build a new, resilient, and scalable customer service platform that would deliver a superior customer experience before the Transition Services Agreement (TSA) expiry and ensure continuity of service to the policy holders.
TCS conducted design thinking workshops with business and IT leaders to examine the entire customer journey, identified information gaps and bottlenecks, and blueprinted a solution that streamlined the processes and data flows to transform the customer experience end-to-end. At the core of the solution is a platform that gives Customer Service Representatives (CSRs) a 360-degree view of the policy holders, equipping them with all the information they need to swiftly respond to service requests and offer personalized services.
The integrated platform encompasses a cloud-based contact center, workflow management system, document management system and customer communications, to enable a seamless and secure flow of data and work items, for speedy fulfillment of customer service requests. TCS used a low-code/no-code technology platform from Creatio, its Co-innovation Network (COIN™) partner to accelerate the build process.
The new customer service platform has empowered CSRs, reduced the average service call duration, boosted productivity, and significantly improved customer satisfaction. Further, it serves as a digital foundation that Heritage Life can leverage to integrate newer channels in the future for policy holders.
“With the rapid growth of Heritage Life, we wanted to ensure our business was meeting evolving customer needs and expectations. This meant enhancing our digital capabilities. To enable this, we chose TCS as our transformation partner to reimagine user experience and offer highly personalized customer engagement,” said Pamela Lall Brown, Head of IT, Heritage Life.
“TCS helps financial services firms adopt a holistic approach to digital transformation, redesigning all the processes and underlying systems that affect the customer journey, to provide frictionless, compelling experiences. We are pleased to partner with Heritage Life in reimagining their customer service, leveraging our digital expertise, experience in CX transformations and our COIN innovation ecosystem to provide a differentiated experience,” said Anupam Singhal, Business Head, Banking, Financial Services and Insurance, TCS.
Tata Consultancy Services is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 50 years. TCS offers a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions. This is delivered through its unique Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development.
A part of the Tata group, India's largest multinational business group, TCS has over 528,000 of the world’s best-trained consultants in 46 countries. The company generated consolidated revenues of US $22.2 billion in the fiscal year ended March 31, 2021 and is listed on the BSE (formerly Bombay Stock Exchange) and the NSE (National Stock Exchange) in India. TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index. For more information, visit www.tcs.com.
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