Upload
lenguyet
View
216
Download
2
Embed Size (px)
Citation preview
ENHANCING EFFICIENCIES.DRIVING RESULTS.An Intelligent Approach Towards DeliveringEnriched Customer Experience
CUSTOMER EXPERIENCE MANAGEMENT
Engineering,Research &
Development
PRODUCTDEVELOPMENTIS AT THE CORE
OF EVERYTHINGWE DO
We empower our clients to make their product
dreams a reality by designing, engineering, validating
and industrialising better products.
Unlike any other organisation in our sector, beyond
engineering and product development, we've had the
curiosity to pursue the optimisation of end to end
manufacturing. The result is a complete
understanding of the benefits associated with the
digitalisation of modern manufacturing.
Architected well, the complete product realisation
lifecycle is a virtuous feedback loop designed to
embrace the data that supports the continuous
improvement of better products.
Tata Technologies leverages over 25 years of cumulative knowledge
and experience to help the world's leading manufacturers to create
great products and to select, deploy and adopt the technologies that
underpin the entire product realisation lifecycle. Drawing on a
combination of people, process and technology, we drive efficiencies
and innovation to help our clients meet the design, engineering and
production challenges.
CONNECTING THEMANUFACTURINGENTERPRISEConnected Enterprise IT solutions from Tata
Technologies enables businesses to optimise the
application of technology for the manufacturing
sector, removing critical data discontinuities and
enabling a platform for the complete digitalisation
of modern manufacturing. Our vast experience of
product development and manufacturing
engineering helps provide enterprise-wide visibility
of the key performance indicators of seamless
manufacturing execution.
WHY TATA TECHNOLOGIES?
• Enabling smart connected factories
• Delivering global solutions for digital manufacturing
• Extending the digital lifecycle into effective manufacturing with
ERP, MES, SCM, CXM, businesswide analytics and intelligence,
complemented by world-class Application Maintenance Services (AMS)
• Other legacy IT systems
CONNECTED
ENTERPRISE IT
SOLUTIONS(CEIT)
Manufacturing Enterprise IT
Process to Create
Capacity to Create
Customer Experience Management
In today's Internet-driven global economy, businesses
are struggling to find differentiation from their
competitors. Understanding and investing in customer
experience acts as a significant source to create a
competitive advantage. In such a scenario, Customer
Experience Management (CXM) is more than just an
organisational initiative to increase profit.
A good CXM capability helps reduce costs, wastage,
complaints and personnel stress while improving
business
ENABLING BUSINESSES TO MANAGE EXPERIENCES ACROSS CUSTOMER TOUCHPOINTS
RE-EVALUATE EXPERIENCE.
FORMULATE GROWTH.
relations, reducing clients churn rates and increasing the
number of referrals to new clients from existing satisfied
clients; thereby making the overall organisation's service
flow more efficient and effective. Based on the challenging
requirements of the highly evolving marketplace today,
Tata Technologies provides Better Solutions through a
unique business process, thus maximising client
satisfaction.
25+ years of close association with
automotive, aerospace and
industrial heavy machinery
manufacturing organisations enable
the specialised team of practitioners
from Tata Technologies to manage
and support the entire Customer
Experience Management (CXM)
program for premier clients around
the world. Our highly experienced
practitioners improve operational
efficiencies thereby providing
cutting-edge consulting and
implementation solutions for CXM.
Driving operational excellence goals
for an organisation combining
technology and domain expertise,
our specialised practitioners
implement solutions for complex
problems and provide information in
real-time.
LEADING EDGE
OURVALUE
PROPOSITION
Solution Roll-out• Multi-city Roll-out• Platform Migrations• Program/Project Management• Change Management
Integration Capabilities• CXM-ERP• CXM-Customer Portals• CXM-Insurance Portals• CXM-Analytics Integration
Consulting• Process Assessment• Business Case Preparation• Technology Fitment
Solution Design and ImplementationApproach• Process Assessment• Business Case Preparation• Technology Fitment
Reporting Solutions• Standard Reports and Dashboards• KPI Measurement/ Operational Intelligence• E-mail Notifications• SMS Alerts
AMS Multi Level Support• Onsite• Offshore• Onsite/Offshore Mixed
KEEPING UP PACE WITH THE RAPIDLY CHANGING CUSTOMER EXPECTATIONS.
The customer experience is considered as the focal
point of all business strategies. It is imperative to
understand the client through multiple managerial and
strategic perspectives which in turn are pivotal towards
devising an appropriate plan to target the right client
base, by empowering sales and channel partners to
reach out to them.
The progression of steps in the customer lifecycle helps
decipher key metrics that indicate the performance of the
client's business, of which service and client engagement
hold prime importance.
On successful implementation of the process, it contributes
towards the accurate calculation of the customer lifecycle
value in a suitable manner.
Customer Experience Management
SERVICE OFFERINGS
Consulting and Architecture Implementation ServicesUpgrade and ReleaseManagement Services
• CXM Strategy and
Product Evaluation
• Siebel Implementation
Roadmap
• Siebel Upgrade Plan Deployment
and Roll-out Readiness
• Focus on Partner Channels
• Interactions between Partner –
Client Interface
• Interactions between Partner –
Brand
• Owner Interface Processes provided
the Context Sensitive Intelligence by
OBIEE
• Business Process Consulting
• Configuration and Customisation
• Integration – EIM and EAI
• Deep Real-time and Batch Oriented
ERP Integrations
• Development of Data Sync
Processes
• Data Cleaning and Data Loading
• Use of SOA techniques
• End User Training Development
and Delivery
• Business Process Consulting
• Evaluation Strategy and Planning
• Functional Upgrade
• Technical Upgrade
• Technical Services
• Training and User Change
Management
• Go live and Ongoing Support
Support ServicesTesting and Validation Services
Training and Roll-out Services
• Business Process Consulting
• 24x7 Support
• Level 1 Support Phone/Email
• Level 2 Support Services (IR)
• Level 3 Support (RCA)
• System Administration
• System Enhancements
• Report Development
• Business Process Consulting
• Test Strategy and Planning
• Testing Technologies Evaluation
• Test Plan Evaluation
• Test Execution
• Test Automation
• Leverage Mercury QTP for Siebel
• Load Runner for Siebel
• Training Programs
• Data Collection and Migration
• Physical Roll-out
• Last Mile Support
(Local-Zonal-Regional)
Customer Experience Management
BETTER SOLUTIONS.
BETTER OUTCOMES.
Alignment to BusinessObjectives
Innovation and Business
Transformation
Solution Quality, Flexibility and Speed
Comprehensive Coverage
Enablers
PeopleDomain ExpertsProcess OwnersSMEs
ProcessGovernanceCommunicationQuality DeliveryMetrics
InfrastructureScalable Data CenterSecured ODEC
Transform Realise Enable Enablers
TechnologiesSiebelOracle On-demandSAP CXMMobility
Industry PracticeAutomotiveAerospaceIndustrial HeavyMachinery
AlliancesOracle
Inputs
Work streams
Deliverables
Jump Start Launch Operational Excellence Strategic Solutions
Objectives
Tata Technologies Differentiator
Reduce Cost ofOwnership
Focus on Business
Objectives and Value Drivers
Industrialisation ofRelevant Best PracticeProcess for Business
Aligned Solutions
Leveraging the RightShore for Delivery to
Drive a “FiscallyResponsible” Solution
Effective Reuse ofExisting Assets toEnsure Quality and
Speedy Delivery
ComplementaryTeaming Agreements
for End to EndCoverage
• Hosted Distribution Management System • Client Portal• Mobility• Integration Services• Organisation Change and Management• Deployment Strategy and Planning• End User Training
Sustenance
Application Management Services
Application Upgrade Services
Help desk Services
• Process Assessment
• Business Case Preparation
• Technology Fitment
• Business Analytics
• Process Optimisation
• Monitoring KPIs • Advanced Analytics
Business Analysis Service Efficiency
Project Execution
Implement Process
Improvement Proposal
Continuous Improvements
Define
Plan
Execute
Verify
Optimised Delivery Model
Metrics Reports
Process ImprovementProposals
Transformed BusinessStructure
Enhanced Productivity
Process Cycle TimeReduction
Quality Throughput
Improved Time to Market
Blueprint
Gap Analysis
Value Driver Analysis
Prebuilt Solution Template
CXM DMS Consulting Implementation
OUR CUSTOMER EXPERIENCE MANAGEMENT SOLUTION FRAMEWORK
Our Customer Experience Management (CXM) solutions ensure customers are given the highest priority. Integrating the
customer data with organisational systems, business applications are the key to optimising customer experience thus
allowing the clients to take better decisions and manage them more effectively. We develop customised line-of-business
applications to meet the organisation's business objectives and ensure quick and cost-effective implementation.
World’s largest CXM DMS implementer in
the automotive sector
st1 to implement DMS
on Oracle Siebeltechnology
250+20,000+Dedicated
professionals in the CXM space
Man years of CXMDMS implementation
experience
Trusted Oracle Gold partner
Extensive experience in application roll-out
Proven implementation skills in leading
technologies
Automotive domain expertise across the
two- wheeler,passenger car, luxurycar and commercial
vehicle segments
KEY DRIVERS TO SUCCESS
Customer Experience Management
ACCELERATING PROGRESS.
DRIVING RESULTS.
VALUEDELIVERED
Tata Technologies was instrumental in supporting the automaker in
increasing sales of its new product line and populate the sales
pipeline, through customised predictive and consultative models that
enhanced lead generation activities.
THE COMPANYA Japanese public multinational - a
manufacturer of automobiles, motorcycles
and power equipment –that has been
operational since 1959. The organisation is
also a renowned manufacturer of internal
combustion engines and features among the
top ten manufacturers in the world.
“We would like to congratulate the Tata Technologies team on
achieving the milestone of roll-outs that were promised to us. This was
all made possible with their sincere efforts. Together, our objective of
successfully implementing the project looks promising.”
- Deputy Manager, A leading Japanese manufacturer of two-wheelers
CHALLENGE
SOLUTIONInstrumental in creating an application that managed
critical transactional elements
Built an analytical application that complemented the
transactional application created
Implemented a pilot project with multiple dealers
associated with the client
Incorporated critical feedback from the pilot project
and actionable recommendations were prompted upon
A distributed help desk management system was
developed to ascertain customer-centric approach to
business
RESULTSThe client was confronted by an issue of synchronisation
between their pivotal business operation units
Data source was restricted, since there were only a selected few warranty registered customers
Challenge of rapidly expanding channel partners
Important link with the customer was missing
Last mile inventory connectivity deduced
2 million+ vehicles serviced per month
Close to 450,000 vehicles sold per month
An expected 1000 dealers to be added within
the current set-up in the future
Customer Experience Management
©Copyright 2016 Tata Technologies. All rights reserved.
NORTH AMERICAEleven Mile Road41050 W. Novi, MI
USA48375
Tel. +1 2484261482
EUROPEThe Enterprise Centre
Coventry University Technology ParkPuma Way, Coventry, UK
CV12TTTel. +44 (0) 8443 759685
ASIA-PACIFIC 25, Rajiv Gandhi Infotech Park
Hinjawadi, PuneIndia
411057Tel. +91 20 6652 9090
Making dreams a reality since 1989.product development
ABOUT TATA TECHNOLOGIES
www.tatatechnologies.com@TataTech_News linkedin.com/company/tata-technologies
16 Global Delivery CentresDetroit - Novi, Detroit - Troy, Chicago (USA), Coventry & Bristol (UK), New Delhi, BlueRidge Pune, Hinjawadi Pune, Bengaluru & Thane (India), Bangkok (Thailand), Brasov, Craiova & Iasi (Romania), Shanghai (China) and Singapore
8,500+ Professionals
Europe, North America,Asia-Pacific
3 Regions
Tata Technologies, founded in 1989, enables ambitious
manufacturing companies to design and build better products
through engineering services outsourcing and the application of
information technology to product development and
manufacturing enterprise processes.
With over 8,500 professionals, representing 28 nationalities, Tata
Technologies focuses on the manufacturing industry - covering
every aspect of the value chain from conceptualisation,
manufacturing, aftermarket and maintenance repair overhaul
support. Tata Technologies supports clients through engineering
services outsourcing, product development, IT services and
product management solutions.
Tata Technologies serves clients in 27 countries, with a delivery
model specifically designed for engineering and IT engagements
that offers a unique blend of deep, local expertise integrated with
16 global delivery centres across Europe, North America and Asia
Pacific.