TCS CRM Capabilities - BFS

TCS Confidential

CRM Practice Overview

Our Experience

People

Established 1998
CRM Practice is one of the focus
areas in achieving TCS vision
140+ Clients

400+ Projects

Key Clients

Alliances

2700+ active CRM Consultants in

engagements
500+ Certified consultants

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

Centers of Excellences (CoEs)

Services Offered

GE
ING
Amex
ABN Amro

Societe Generale
Sanlam, SA
AXA
Bank of America

End-to-end offerings
Strategy and Roadmap
Implementation

Application Management

Products : Siebel, Oracle, SAP,

Salesforce.com, Chordiant
Service Areas : Contact Center,
Analytics, Sales, Marketing,
Services, CDI
Industry : Business Solutions, BFS,
Insurance, Telecom

TCS Confidentia

February 17, 2015

Competitive Positioning
CRM 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 Confidentia

February 17, 2015

Competitive Positioning
Gartner MQ NA CRM Services Provider,2007

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
Gartner MQ Europe CRM Services Provider,2007

TCS technical skills, knowledge transfer and overall

value and client satisfaction have been rated aboveaverage
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

TCS Confidentia

February 17, 2015

TCS Siebel Expertise

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

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
Sales

Maersk, GFH, STC, ING

Bank, Cisco

Service

BT, GE Healthcare, Tata

Motors, GE Aviation

Offerings
- Strategy, Implementation, Upgrade,
Assessments, Maintenance & Support

Client

Marketing

Nokia, AXA, GE Commercial

Finance

Call Center

BT, Motorola, Qualcomm,

Target Corp.

TCS Confidentia

February 17, 2015

Siebel Offerings
CRM Strategy & Roadmap
Upgrade Assessment
Implementation Audit
Deployment Readiness

Think

Offerings
Operate
Application Management Outsourcing (AMO)
Application Testing
Center of Excellence (CoE)

Build
Implementation CRM, Analytics, CDI
Upgrade
Global Deployment

TCS Confidentia

February 17, 2015

Siebel 8.0 Beta Program

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

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

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

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

TCS Confidentia

February 17, 2015

Representative CRM Client List By Vertical

Banking and Financial Services

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*

Insurance

Telecommunications

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

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

Manufacturing
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

Retail and Consumer Goods

Best Buy, US*

Cadbury Schweppes, US
Gallaher, UK
Procter & Gamble, Global*
Target Corp, US*

Others

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

*- Clients who adopted offshore model

TCS Confidentia

February 17, 2015

Select Siebel Experience in Financial Services

Customer

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

TCS Confidentia

February 17, 2015