enhancing efficiencies. driving results. - …€¦ · · 2016-12-13are struggling to find...

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.


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


• 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


• 24x7 Support

• Level 1 Support Phone/Email

• Level 2 Support Services (IR)

• Level 3 Support (RCA)

• System Administration

• System Enhancements

• Report Development


• 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)


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


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


©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.

enhancing efficiencies. driving results. - …€¦ · · 2016-12-13are struggling to find...

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