Mumbai: Tata Consultancy Services (TCS), (BSE: 532540, NSE: TCS), a leading global IT services, consulting, and business solutions organization, and Amway, a global leader in direct selling, have entered into a strategic partnership to transform the latter’s global technology operations.
Amway was looking to transform its IT infrastructure and operations and its global service desk in order to improve agility, accelerate speed to market, and enhance customer experience. TCS will leverage its Business 4.0™ framework to deliver a new operating model by consolidating and standardizing IT operations, implementing TCS’ Machine First™ Delivery Model (MFDM™), powered by ignio™, its cognitive automation software, continuing Amway’s journey from a reactive to a proactive and predictive model.
The transformed operating model will feature self-healing capabilities, chatbots, self-help and improvement of its service desk mobile app. These enhancements will strengthen Amway’s operational resilience and end user experience. Additionally, TCS will promote agile working methods and standardize operating procedures to enable greater agility and accelerate Amway’s transformation journey.
“We see transforming our IT operations as key to accelerating growth and enhancing our end user experience. TCS impressed us with its domain knowledge of the retail and consumer goods industry, its partnership approach and flexible engagement model,” said Tom Meyer, Vice President, Global Infrastructure & Operations, Amway.
“A scalable, responsive and resilient digital core is an essential foundation for enterprises looking to leverage digital technologies to differentiate themselves in a Business 4.0™ world,” said Surya Kant, Head of North America, UK and Europe, TCS. “We are delighted to partner Amway in transforming their IT operations to be better aligned with business imperatives while reducing operating risks and improving end customer experiences.”
“Enhancing the customer experience is a key and pivotal part of Amway’s growth strategy, which is why we have chosen TCS as the global infrastructure & operations and global service desk partner to drive innovation and transformation,” said Alex Yeung, Global CIO, Amway. “This partnership will help us establish the right foundation needed to propel Amway’s growth agenda as outlined by our CEO’s vision and strategy.”