tcs crm phillips mar16

8/2/2019 TCS CRM Phillips Mar16

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C U S T O M E R S U C C E S S S T O R Y

Designed Around You,

Easy To Experience,Advanced - Philips

Takes a Step Forward

in Enhancing Customer

Experience

Fierce competition in bringing out

new technology, a highly complex

value chain, and above all, the

need to provide differentiated

products and services to customers

are compelling electronics

companies to re-look their

systems and processes. Philips

Semiconductors identified the need

for deploying a CRM solution that

would strengthen their existing

systems and facilitate a highly

responsive supply chain. Enabling

greater customer involvement at

the same time would help Philips

to innovate new products that are

designed around customer, easy to

experience and advanced.

CRM

PHILIPS SEMICONDUCTORS

About TCS CRM Practice

The CRM practice brings the right set o proprietary tools,

methodologies, knowledge assets and alliances to partner

meaningully with leading organizations to support their

CRM initiatives. Leveraging on extensive experience, the

CRM practice helps organizations right rom establishing a

strategic vision to implementing and sustaining the CRM

application. CRM consultants have worked with some

leading global enterprises such as GE, Target, Bank oAmerica, ING, Verizon, AXA, Merrill Lynch, British Telecom

and AIG.

For more inormation visit www.tcs.com/crm


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Philips believes that technology has to be advanced and simple at the

same time.

Philips operates in an environment marked by a highly critical supply

chain wherein any change in key parameters like quantity, price, dates,

etc. can have a major impact on customers business and their production

planning. This calls for highly efficient and responsive systems that can

provide complete visibility of entire supply chain, and indicate deviations

in any parameter in advance. Customer service representatives required

to be notified on any deviation in parameters as well.

Having realized that success of their products lie in making them simple to

use, the company looked at collaborating with their customers during the

product design process. This situation called for one common repository

for handling customer queries during the design and business fulfillment

processes.

FOCUSSED ON YOUR NEEDS

PROFILE

Partnering with manufacturers, service

providers and content producers, Philips

develops innovative silicon systems, such

as the Nexperia families, to meet currentand future market needs. Philips delivers

these solutions to leading manufacturers

in the consumer, mobile handset and

automotive sectors, in addition to

emerging markets such as RFID. Philips

brings its technologies and market insight

to the industry by partnering across the

value chain in automotive, mobile and

consumer electronics industries to create

mutually beneficial business models.


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SOLUTION

Philips worked with TCS to deploy a CRM

solution that would oster its commitment o

providing an advance and easy to experience

brand built around the customer itsel.

The existing SAP backbone was utilized to

implement SAP CRM applications that wouldenhance system capabilities. New Alert

notifcation unctionality was put in place

to indicate deviations in any o the supply

chain related parameters that could have a

bearing on business ulfllment. Provisions

were made to attach the relevant Operational

report with the alert. One central repository

o knowledge (Business/Technical) was put

in place to integrate the vast amount o

inormation which would be accessible to all

business users. The ticket registration / routing

as well as knowledge management process

or the technical engineers was integrated and

synchronized, that markedly improved the

customer enquiry handling process during the

design-in phase.

BENEFITS

Enhancing the system unctionalities was

a milestone in building a solid oundation

or Customer Centric Processes. The Alert

Notifcation Tool enabled customer service

representatives to get apprised o any supply

chain related deviation well in advancethat made them more proactive in critical

situations. The creation o a service desk or

technical queries made it possible or the

customers to be involved at the design-in

phase. Better alignment o ront o ce and

back o ce processes ensured improved

levels o service to customers.

At the pilot stage, the benefts seen were:

Time to acknowledge all service ticketsrom their dates o enquiry was accomplished

within the target time

Time to provide solutions improved withinfrst ew months

95 percent o customers who respondedreported satisaction to the solutions

provided

FOCUSSED ON YOUR SUCCESS

Driving productivity through business transformation and operational

excellence has always been Philips focus. By implementing a CRM solution,

Philips has been able to further strengthen its relationship with customers

and remain highly competitive in this dynamic marketplace.

About Tata Consultancy Services

Tata Consultancy Services (TCS) is among the leading

global inormation technology consulting, services and

business process outsourcing organizations. Pioneer o the

exible global delivery model or IT services that enables

organizations to operate more e ciently and produce more

value, TCS ocuses on delivering technology led business

solutions to its international customers across varied

industries.

For further information contact:

Raj Agrawal

Global Head CRM

Akruti Business Port

Road No 13, MIDC

Andheri (East)

Mumbai 400093, India

[email protected]

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tcs crm phillips mar16

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