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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.

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 - Choosing a Vendor

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

Published: Tuesday, April 5, 2022

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2024 Buyers Guide Recording

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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