Customer Relationship Management

Success in today’s competitive business environment depends on how well you

understand your customer and deliver superior service at every touch point. TCS
understands that the role of CRM has evolved from mere customer data management
to building and managing long term relationships. We work with you to devise and
implement CRM strategies and solutions that become the backbone of your customer
acquisition and retention strategies.

Overview Why TCS

Today, it is imperative for companies to ensure customer With the right balance of industry and IT expertise, TCS
'delight' by building rewarding experiences with them through understands your business and technology needs to
differentiated, personalized interactions. It is essential provide you with winning strategies and innovative solutions to
to deliver consistent information and experience to them meet your CRM objectives. TCS’ collaborative model of value
through various touch points. Non-availability of updated creation is one that ensures the only thing that matters-results.
real-time information leads to slow response times, reduced Focus on Innovation
satisfaction levels, low efficiencies, and low resource We explore new technologies, identify trends and develop easy-
usage. All this underlines the need for gathering insightful to-deploy solutions that meet the CRM objectives of enterprises
customer information and effectively utilizing it to create across industries like Banking and Financial Services, Insurance,
a satisfying experience. Telecom, Manufacturing, Retail and Consumer Products,
Automotive, and Life Sciences. Our Centers of Excellence are
Companies today also need to optimize the implementation of involved in building intellectual property and developing
best practices at various stages of their operations, and automate competencies not just across products, but also across functional
repetitive and time-consuming tasks. This ensures better areas like Marketing, Sales, Service, Analytics, and Contact Center.
performance of customer-facing activities.
Strong Alliances with Global CRM Solution Providers
TCS' CRM solutions counter these challenges and address your We leverage our partnerships with global CRM solution
business needs at every step of the CRM journey. As thought providers such as Oracle, Siebel, PeopleSoft, Chordiant,
leaders in enhancing customer experience, we proactively Salesforce.com, SAP, and SalesLogix to help you realize
identify customer-specific client issues and help solve them. better and more sustainable results quickly from your
CRM investments.
Delivery Excellence
With a framework that ensures alignment to the organization’s Our ready access to a comprehensive suite of solution
strategic objectives, our approach addresses the key accelerators, sophisticated tools, and frameworks help us to
dimensions of people, process, and technology. We not only compress development time and fast-forward projects to
implement CRM solutions, but help enterprises succeed in completion. Our Global Network Delivery ModelTM focuses on
their CRM initiative with the right strategy and best time, cost and quality of benefits for our customers, leveraging
technology. We ensure enterprises experience real business our global presence. Proprietary programs like Project Steering
results every time they work with us, bringing in a level of Group and Business Benefit Program ensures success of our
certainty that no other global firm can match. customers’ CRM initiatives by driving further improvements in the
program.
How TCS Helps Our easy-to-deploy, cost-effective, and innovative solutions that
address an organization’s evolving CRM needs are:
TCS' CRM offerings have been organized to cater to the complete
n Intelligent Inbound Customer Marketing to transform
life cycle of the CRM process. We focus on the 'Think', 'Build', and
service-oriented contact centers into revenue generating
'Operate' dimensions helping enterprises implement the right
channels
solution for their CRM needs.
n Trade Promotion Optimization Solution that combines
transactional processes and analytical dashboards to
n Strategy and Road Map optimize trade promotions
n Technology Evaluation
n Pre-paid Telecom Customer Care for improving
n Analytics Strategy customer retention and increasing ARPU

n Integrated Customer Data Management that unifies

customer data across multiple business units and
functional systems
Think n Contact Center Analytics for examining and analyzing
contact center performance

n Customer Web Self-Service to enable self-service over

CRM Build the Internet
Services
n Subscription Management that helps media and
entertainment companies have an integrated view of
all subscription information
Operate
n Handheld Solution on Symbian Platform that keeps the
mobile field force connected in real-time, thereby enabling
improved sales force efficiency

n Citizen Information Hub that provides a single unified view

n Application Management n Implementation of citizen information enabling improved communication and
Outsourcing n Product Upgrade data exchange
n Performance Optimization and Migration n Collaborative CRM for the Automotive Industry to increase
n Center of Excellence (CoE) n Application Integration collaboration among the manufacturer, dealer, and customer
How We Helped Customers About Tata Consultancy Services (TCS)
We deliver real business results every time we work in Tata Consultancy Services Limited is an IT services, business
partnership with our customers. We help them experience solutions, and outsourcing organization that delivers real results
certainty every day - whether we’re envisioning a strategy, to global businesses, ensuring a level of certainty no other firm
executing a CRM program, engineering a CRM solution, or can match. TCS offers a consulting-led, integrated portfolio of IT
streamlining their customer-facing processes. and IT-enabled services delivered through its unique Global
A leading Global Semi-conductor Manufacturer takes a step Network Delivery ModelTM, recognized as the benchmark of
forward in enhancing customer experience - Having realized excellence in software development.
that the success of its products lies in making them simple to use, A part of the Tata Group, India's largest industrial conglomerate,
this leading manufacturer made customer collaboration a key TCS has over 89,000 of the world's best trained IT consultants in
part of its product design process. However, to effectively gather 47 countries. The company generated consolidated revenues of
customer feedback, they needed to create a common repository US $4.3 billion for fiscal year ended 31 March 2007 and is listed
for handling customer queries during the design and business on the National Stock Exchange and Bombay Stock Exchange in
fulfillment processes. TCS helped its customer deploy a CRM India. For more information, visit us at www.tcs.com
solution that fostered its commitment of providing an easy-to-
use product experience built around customers' most pressing
needs. With our CRM solution, this customer has been able to
further strengthen its relationship with customers and remain
highly competitive in this dynamic marketplace. Get in touch with us to know how we can help you increase the
effectiveness of your CRM processes, improve sales performance,
A Corporate Services Provider automates its global sales
and make the most of each customer relationship.
processes - In this competitive market, a global corporate You can reach us at [email protected]
services provider was faced with new entrants, enhanced
products from competitors, and shifting customer loyalty.
Without a proper sales automation system in place, managing
leads and contacts, and tracking performance were becoming
All content / information present here is the exclusive property of Tata Consultancy Services
increasingly difficult. With an integrated CRM architecture, TCS Limited (TCS). The content / information contained here is correct at the time of publishing.
helped this enterprise harness the full potential of IT to manage No material from here may be copied, modified, reproduced, republished, uploaded,
transmitted, posted or distributed in any form without prior written permission from TCS.
card sales functions. It became easy for the enterprise to react Unauthorized use of the content / information appearing here may violate copyright,
TCS Design Services I 04 I 07

quickly to customer demands, route leads to sales staff, forecast trademark and other applicable laws, and could result in criminal or civil penalties.
sales figures effectively, and improve customer relationships. Copyright © 2007 Tata Consultancy Services Limited

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