crm capabilities - bfs - oracle gtm meeting
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CRM Capabilities - BFS - Oracle GTMTRANSCRIPT
TCS Confidential
TCS CRM Capabilities - BFS
TCS Confidential April 19, 2023
CRM Practice Overview
Key Clients Centers of Excellences (CoEs)
AlliancesPeople
Services Offered
Established 1998 CRM Practice is one of the focus areas in achieving TCS’ vision 140+ Clients 400+ Projects
2700+ active CRM Consultants in engagements
500+ Certified consultants
Products : Siebel, Oracle, SAP, Salesforce.com, Chordiant
Service Areas : Contact Center, Analytics, Sales, Marketing,
Services, CDI Industry : Business Solutions, BFS,
Insurance, Telecom
End-to-end offerings Strategy and Roadmap Implementation Application Management
Vision
“To be a globally recognized partner of choice that brings
exceptional value to our clients in their customer initiatives. To deliver
innovative solutions that leverage customer insights enabling our clients enhance their customer experience”
Global Partnerships with CRM - Siebel/Oracle/PeopleSoft,
Salesforce.com, Chordiant, SAP, Clarify, Saleslogix,
CDI - Oracle, IBM, SAP, Sipherian, i2 Technologies
Our Experience
GE ING Amex ABN Amro
Societe Generale Sanlam, SA AXA Bank of America
TCS Confidential April 19, 2023
Competitive PositioningCRM Magazine and www.destinationCRM.com
• Declare TCS CRM as one of the TOP 5 consultancy organizations' globally
• Top 5 ranking attributed to TCS' strength in Strategy, Implementation, and Applications Management coupled with its focus on vertical and domain expertise.
• TCS displays Best vision and partnership mix of the pure play Indian offshore CRM providers with improved industry knowledge. TCS’ technical skills, knowledge transfer and overall value and client satisfaction are above-average
Analysts Speak
"Tata's overall enterprise wide core revenue has reached critical mass," says Matthew Goldman, a research vice president at Gartner. "Its ability to capitalize on its reach by up selling and cross-selling CRM is at a healthy level."
“TCS continues to grow its CRM service revenues at rates exceeding the market average, a disparity that can be traced to a deepening focus on vertical expertise, cost savings, and CRM domain know-how.”
TCS Confidential April 19, 2023
Highlights
• TCS has moved up (from Niche to Challengers
quadrant)
• TCS is the only player among Indian ESPs to improve
significantly on both ‘Completeness of Vision’ and
‘Ability to Execute’ axes in NA & Europe
• TCS’ technical skills, knowledge transfer and overall
value and client satisfaction have been rated above-
average
• Best vision and partnership mix of the pure play Indian
offshore CRM providers
• Improved focus on industry knowledge
• Track record of on-time and on-budget delivery
Competitive PositioningGartner MQ NA CRM Services Provider,2007
Gartner MQ Europe CRM Services Provider,2007
TCS Confidential April 19, 2023
• Alliance- Partnership since 1999
- Implementation experience since 1998
• Resources- Over 1200 consultants
- 350+ Siebel certified consultants
• Assets- Siebel 7.8 & 8.x demo center (solution
center)
- Methodologies, templates, best practices, standards, guidelines, questionnaires, training material, checklists etc.
- Proprietary Siebel Tools for project acceleration
• Offerings- Strategy, Implementation, Upgrade,
Assessments, Maintenance & Support
• Other Highlights- Experience of Siebel integration with
Oracle ERP SAP ERP & multiple EAI tools
- Executed over 160 projects for about 85 clients
- Actively involved in Siebel 8 Beta Testing- Joint GTMIs Plan Globally around
solutions
• Strategy- Focus on implementations, upgrade,
analytics and outsourcing offerings, CDI
Siebel Application
Client
Sales Maersk, GFH, STC, ING Bank, Cisco
Service BT, GE Healthcare, Tata Motors, GE Aviation
Marketing Nokia, AXA, GE Commercial Finance
Call Center BT, Motorola, Qualcomm, Target Corp.
TCS Siebel Expertise
TCS Confidential April 19, 2023
•CRM Strategy & Roadmap
•Upgrade Assessment
•Implementation Audit
•Deployment Readiness
•Implementation – CRM, Analytics, CDI
•Upgrade
•Global Deployment
•Application Management Outsourcing (AMO)
•Application Testing
•Center of Excellence (CoE)
Offerings
Operate Build
Think
Siebel Offerings
TCS Confidential April 19, 2023
TCS’ involvement in Siebel 8.0 Beta
Program
• Conducted testing of following modules of
Siebel 8.0 Beta version software Siebel Marketing
Task Based UI
Pricing Admin UI
Rule Engine (Haley)
Diagnostic Console
Data Quality – First Logic
• Evaluated Siebel 8.0 Beta application on Usability GUI Marketing Enhancements Pricing Administration
Learnings• Early exposure to Siebel 8.x enhanced
functionality
• Hands on Upgrade experience to Siebel
8.x
• Training TCS associates on Siebel 8.x
• Generated Siebel 8.x methodologies and
project accelerators
Benefits to our customers• Faster, smoother, cost effective upgrade to
Siebel 8.x
• Quick Ramp up of Siebel 8.x trained TCS
associates due to state of art Siebel 8
training infrastructure
• Availability of Siebel 8.x Assets for fast
track development
Siebel 8.0 Beta Program
TCS Confidential April 19, 2023
Representative CRM Client List – By VerticalManufacturingInsuranceBanking and Financial Services
GE Aircraft Engines, US* GE Healthcare, US* Honeywell Inc., US* Ingersoll-Rand Company, US Nissan, US* Philips Semiconductors B.V.,
Germany Rockwell Automation, US Siemens, US* TATA Motors, India Xerox Corporation, US
AXA, Global* BCBS NC, US Fairfax Financial Holding, Canada GE Insurance Solutions, US* ING RVS, Europe* Norwich Union, UK* Sanlam, SA United Services Automobile
Association, US
American Express, US* American Honda, US Bank of America, US* Citicards, US* GE Commercial Finance, Global* Gulf Finance House, MESA* ING Bank, Europe* Merrill Lynch, US* Shinsei Bank, Japan* Societe General, France* Toyota Financial, US* Washington Mutual, US*
20 Century Fox, US Agilent Technologies, US* AP Moller-Maersk, Europe* Cendant Car Rental Group, US* BP, US* Eli Lilly and Company, US* Lifescan (J&J), US* Microsoft, India
Best Buy, US* Cadbury Schweppes, US Gallaher, UK Procter & Gamble, Global* Target Corp, US*
British Telecom, UK* Hutchison, Global Motorola, US Kotak, Europe* O2, Germany* Qualcomm, US Saudi Telecom Company, KSA Sonofon, Denmark Tata Tele Services, India Verizon, US* Videsh Sanchar Nigam, India
OthersRetail and Consumer GoodsTelecommunications
*- Clients who adopted offshore model
TCS Confidential April 19, 2023
Select Siebel Experience in Financial ServicesCustomer Engagement Highlights
Gulf Finance House, Bahrain
Implementation – Siebel CRM Key functionalities – Sales - Lead, Opportunity, Contact, Product, Placement Campaigns, Event,
Reports
Washington Mutual, US
Create a Universal Enterprise Customer Care application allowing bankers to sell and service through standardized processes and systems
Implementation of Lead Management enable service bankers to pitch a suitable offer to customer and pass on the referral leads to Sales Channel for fulfillment
Target Financial Sevices, US
Create a single desktop application for call center agents to service card customers Real time offer making to up sell and cross sell products
Societe General, Europe
Re-implementation - X-Sell (Siebel) application Key Functionalities – management of client, contact, call reports, deals, activities, product
literature
ING Bank, Europe Support, Maintenance and Multi-site Deployment - IRIS (Siebel) application Key Functionalities – single client view, account planning, risk exposure and revenue information,
research and credit application information, deal management
Shinsei Bank, Japan
Support and Maintenance - Siebel application Key Functionalities – management of customer profile and account information, account inquiry,
account opening, sales force automation
Bank of America, US
Support and Maintenance - KTC (Siebel) application KTC functionalities - client needs assessment, referrals, contact event history, service request
logging and processing, customer and account profile
Merill Lynch, US Implementation - iSMART (Siebel) Build comprehensive integrated technical platform to support the Asset Management arm in its
Sales, Marketing and Client Service efforts
Amex, US Support and Maintenance - Bluebridge application Objective – to automate the process of selling, setting up, and servicing Corporate Card accounts