INDUSTRY
- Communications, Media and Information Services
Going Beyond: CMI to Focus on Personalized Experiences for Growth
Highlights
- Rising competition and growing customer demands made it critical for Vodafone Hutchison Australia (VHA) to simplify their in-store experience, accelerate service activations, and better assist their customers.
- VHA’s systems were unable to cope with multiple browsers and mobile applications. They needed to transform their decade-old customer relationship management (CRM) system.
- TCS leveraged is expertise in Oracle Golden Gate, helping VHA implement a global first-of-its-kind enterprise solution and seamlessly migrate business users without any downtime.
In this article
Overview: Focus on in-store experience
Vodafone Hutchison Australia (now TPG Telecom) is an Australian telecommunications company.
It is the second-largest telecommunications company and the third-largest wireless carrier in Australia, with 5.8 million subscribers as of 2020.
Rising competition and growing customer demands made it critical for Vodafone Hutchison Australia (VHA) to simplify their in-store experience, accelerate service activations, and better assist their customers.
The challenge: Outdated systems
Outdated systems diluted efforts to improve customer experience and drive profitability.
To improve Net Promoter Score (NPS), it was vital for the company to speed up time to market and add new sales capabilities. Also, low productivity levels called for improved processes to reduce service response times.
VHA’s systems were unable to cope with multiple browsers and mobile applications. They needed to transform their decade-old customer relationship management (CRM) system.
The solution: Improved applications
TCS helped VHA seamlessly migrate to a new system.
VHA partnered with TCS to upgrade their CRM applications and simplify their retail customer experience with enhanced sales and service processes.
By leveraging TCS’ expertise in Oracle Golden Gate, VHA implemented an enterprise solution to seamlessly migrate business users without any downtime. TCS upgraded users in phases from Siebel 7.5 to Siebel 8.1 with a comprehensive cutover and rollout plan. We ensured that both versions ran in parallel during the transition without any disruptions to operations. Our unique data synchronization solution enabled the two applications to co-exist flawlessly.
The benefits: Efficient, easy-to-use CRM system
The CRM system was now capable of processing over 5,000 transactions per hour.
Our solution included guided selling flows that directed sales agents through informed interactions with customers. By leveraging a responsive web design framework, we minimized the learning curve for users. We worked closely with stakeholders to familiarize them with process flows and application interfaces, thus enabling effective training and maximizing user adoption.
What Made it happen
TCS HOBS™ is a cloud-native, catalog-centric platform with composable architecture engineering experiences with insights-led personalization.
TCS TwinX combined with Enterprise Digital Twin technology powered by AI/ML provides solutions to help customers overcome & outperform challenges. Read more.
TCS Contexify, a Dynamic Orchestrator, uses contexts linked to purposes to drive personalized interventions (Next Best Action) & simplify customer engagement.
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