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News : TCS Helps Stellantis Group Transform CRM in Brazil and Argentina

#contactcenterworld

Mumbai, India, Apr 4, 2022 -- Tata Consultancy Services (TCS) has helped global automaker Stellantis transform its customer experience journey with better streamlined and personalised sales and service experience across channels. 

The company wanted to modernise its CRM applications for which it chose TCS as its strategic partner for transformation using Salesforce platform.

The multi-cloud transformation covered six Salesforce modules, including Salesforce Service Cloud for customer care agents and business users of Fiat Chrysler Automobile; Salesforce Customer Experience Cloud for customer interaction (self-service); dealership collaboration; case management; and an industry-first implementation of Salesforce Marketing Cloud for outbound recall outreach.

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André Souza, CIO, Stellantis Group in South America, said, "The TCS solution and implementation, combined with the adoption of Salesforce in customer care services, enabled an omnichannel integration. The biggest beneficiaries are the customers. They will have a more structured relationship with us throughout their entire life cycle. TCS was a key partner in this journey. They had a strong understanding of what we wanted to change in the global project and the flexibility to deliver in the midst of the pandemic."

Marcelo Wurmann, CEO, TCS Latin America, said: "We have helped Stellantis and all of its brands in Brazil and Argentina integrate their digital customer relationship channels through WhatsApp, social networks, dealership websites and phone customer service, on a single Salesforce platform. We enhanced visibility by bridging the gap between the automobile company and its dealerships, and improved how the brand interacts with their customers at various touchpoints across different channels."

Tyler Prince, Executive Vice-President, Alliances & Channels, Salesforce, said, "TCS’ initiative and ability to deliver results illustrates how Salesforce partners are integral to creating value and enabling digital transformation in our new work-from-anywhere world."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.thehindubusinessline.com


About TCS Digital Software & Solutions Group:
Tata Consultancy Services is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 50 years. TCS offers a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions. This is delivered through its unique Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development.
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About Stellantis:
Company LogoStellantis is a leading global automaker and mobility provider that offers clean, connected, affordable and safe mobility solutions. Our Company’s strength lies in the breadth of our iconic brand portfolio, the diversity and passion of our people, and our deep roots in the communities in which we operate. Our ambitious electrification and software strategies and the creation of an innovative ecosystem of strategic, game-changing partnerships are driving our transformation to a sustainable mobility tech company. With industrial operations in nearly 30 countries, Stellantis has the ability to consistently exceed the evolving needs and expectations of consumers in more than 130 markets, while creating superior value for all stakeholders.
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Today's Tip of the Day - Buying New Technology

Read today's tip or listen to it on podcast.

Published: Tuesday, April 5, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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