TCS helps Alcatel-Lucent Enterprise in customer experience transformation

Tata Consultancy Services (TCS) said that it has developed a key customer experience transformation program for French software company Alcatel-Lucent Enterprise (ALE).

The French firm provides communications, networking, and cloud solutions.

Tata Consultancy Services said that it has been the growth and transformation partner of Alcatel-Lucent Enterprise for several years, helping the latter implement its strategic initiatives such as co-creating a next generation unified communication platform and digital transformation of its IT landscape across the business value chain.

Jean-Pierre Roullin – Head of IT of Alcatel-Lucent Enterprise said: “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.

“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.”

Tata Consultancy Services helps Alcatel-Lucent Enterprise in customer experience transformation. Photo courtesy of Naveen.kumar.kotta/Wikipedia.org.

To expedite its next wave of growth, Alcatel-Lucent Enterprise wanted to redefine and improve the customer and partner experience for build long lasting relationships, said Tata Consultancy Services.

The French software company partnered with Tata Consultancy Services for redesigning its customer engagement processes across the value chain and reinvent its engagement with over 2,800 global business partners.

The Indian IT services company helped Alcatel-Lucent Enterprise digitally transform B2B customer engagement processes for all touch points and across the customer journey from market to lead, lead to order, and also service to success by leveraging Salesforce Sales Cloud, Service Cloud, Community Cloud, and Salesforce Lightning.

According to Tata Consultancy Services, the reimagined customer-centric approach has enabled the French software company to cater to customers better and deliver consistent, improved experiences for driving considerable improvement in sales velocity and growth in revenue.

V Rajanna, Global Head, Technology Business Unit, Tata Consultancy Services said: “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.

“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.”