TCS Helps Alcatel-Lucent Enterprise Digitally Transform Customer Experience

Mumbai: Tata Consultancy Services (TCS), (BSE: 532540, NSE: TCS), a leading global IT services, consulting and business solutions organization, announced that it has designed and delivered a key customer experience transformation program for Alcatel-Lucent Enterprise (ALE), a leading provider of communications, networking, and cloud solutions tailored to customers’ industries, to drive improved sales velocity and revenue growth.

TCS has been ALE’s growth and transformation partner for several years and has contributed to many of its strategic initiatives such as co-creating a next generation unified communication platform and digitally transforming its IT landscape across the business value chain. To accelerate its next wave of growth, ALE wanted to redefine and enrich the customer and partner experience to build long lasting relationships.

The company partnered with TCS to redesign its customer engagement processes across the value chain and reinvent its engagement with more than 2,800 global business partners. TCS helped the company digitally transform B2B customer engagement processes across all touch points and across the customer journey from market to lead, lead to order, and service to success using Salesforce Sales Cloud™, Community Cloud™, Service Cloud™ and Salesforce Lightning™. The reimagined customer-centric approach has allowed ALE to serve customers better and deliver consistent, enhanced experiences, leading to significant improvement in sales velocity and revenue growth.

“This is a strategic initiative to drive the next wave of growth for ALE, therefore it is critical for us to bring a partner who comes with a deep understanding of our business model, an extensive experience in end-to-end services from design to delivery of customer experience transformation and proven expertise in Salesforce technology,” said Jean-Pierre Roullin, Head of IT, ALE. “TCS is a long-term partner for ALE and has led several transformation projects. Being one of the largest global Salesforce partners, TCS brought us a unique business transformation approach enabling agility by accommodating the changing business needs and delivering this program under tight schedules.”

“We leveraged our deep contextual knowledge of ALE’s business, our vast experience in digital customer experience transformation, and our expertise in Salesforce technology to build a highly customer-centric, automated digital platform for their partners and salespersons,” said V Rajanna, Global Head, Technology Business Unit, TCS. “We delivered significant business outcomes in terms of sales velocity and customer-partner experience through this strategically important transformation, which further solidifies our decade-long partnership.”


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