TCS Confidential

TCS CRM Capabilities - BFS

TCS Confidential April 19, 2023

CRM Practice Overview

Key Clients Centers of Excellences (CoEs)

AlliancesPeople

Services Offered

Established 1998 CRM Practice is one of the focus areas in achieving TCS’ vision 140+ Clients 400+ Projects

2700+ active CRM Consultants in engagements

500+ Certified consultants

Products : Siebel, Oracle, SAP, Salesforce.com, Chordiant

Service Areas : Contact Center, Analytics, Sales, Marketing,

Services, CDI Industry : Business Solutions, BFS,

Insurance, Telecom

End-to-end offerings Strategy and Roadmap Implementation Application Management

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

Our Experience

GE ING Amex ABN Amro

Societe Generale Sanlam, SA AXA Bank of America

TCS Confidential April 19, 2023

Competitive PositioningCRM 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 Confidential April 19, 2023

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

• TCS’ technical skills, knowledge transfer and overall

value and client satisfaction have been rated above-

average

• 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

Competitive PositioningGartner MQ NA CRM Services Provider,2007

Gartner MQ Europe CRM Services Provider,2007

TCS Confidential April 19, 2023

• 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

• Offerings- Strategy, Implementation, Upgrade,

Assessments, Maintenance & Support

• 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

Client

Sales Maersk, GFH, STC, ING Bank, Cisco

Service BT, GE Healthcare, Tata Motors, GE Aviation

Marketing Nokia, AXA, GE Commercial Finance

Call Center BT, Motorola, Qualcomm, Target Corp.

TCS Siebel Expertise

TCS Confidential April 19, 2023

•CRM Strategy & Roadmap

•Upgrade Assessment

•Implementation Audit

•Deployment Readiness

•Implementation – CRM, Analytics, CDI

•Upgrade

•Global Deployment

•Application Management Outsourcing (AMO)

•Application Testing

•Center of Excellence (CoE)

Offerings

Operate Build

Think

Siebel Offerings

TCS Confidential April 19, 2023

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

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

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

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

Siebel 8.0 Beta Program

TCS Confidential April 19, 2023

Representative CRM Client List – By VerticalManufacturingInsuranceBanking and Financial Services

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

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

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*

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

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

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

OthersRetail and Consumer GoodsTelecommunications

*- Clients who adopted offshore model

TCS Confidential April 19, 2023

Select Siebel Experience in Financial ServicesCustomer 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