Tata Consultancy Services - Best New Cloud Application/Service

Company: Tata Consultancy Services, Mumbai
Company Description: Tata Consultancy Services is an Indian multinational information technology services and consulting company
Nomination Category: Product & Service Categories - Business Technology Solutions
Nomination Sub Category: Cloud Application/Service

Nomination Title: TCS SmartSales

If this is a brand-new product, state the date on which it was released. If this is a new version of an existing product, state the date on which the update was released:

The updated of the product was released on 30 October 2020

Connecting the right people and right assets is imperative to be effective in sales pursuit. To bring efficiency, TCS shifted to its in-house cloud enabled SmartSalesTM solution by digitizing sales processes helping in

Centralizing the TCS customer database
Automate key processes
Instant access to real-time insights
Comprehensive view of all interactions with customers.

TCS IT transformed and empowered SmartSalesTM by moving to Cloud & upgrading its infrastructure to reduce time to market and increase application availability without compromising on security. The vision of” Cloud First, Cloud Only”, aided SmartSalesTM to be omnipresent for TCS sales team to share customer data continuously through enterprise-wide integration.

Customer-centric personalized Sales Experience: Cloud computing dynamics help in crunching data to displace one-size-fits-all analytics using personalization. TCS personalized algorithms employ “help” tactics that simplify customers’ buying decisions with increased speed and confidence. Using “Near to Customer” strategy, cloud deployments are made customer location-centric to ensure quick access to the application.

Omnichannel Customer experience through data-Integration with 15 enterprise systems: SmartSalesTM on cloud is integrated with enterprise collaboration systems for continuous alignment among remote selling teams by facilitating omnichannel customer experiences through real-time data-sharing.

Safe & secure CRM leveraging zero-trust framework: Password-less strong authentication login to SmartSalesTM coupled with zero-trust framework has also made the application stronger and more reliable. CRM IAM solution on cloud offers real-time “user authorization–as-a–service”, provisioning user access to 8+ CRM products, combining 140+ business rules, within 200-milliseconds.

24*7-availability through Zero Down-Time deployments: Ensuring all time availability of SmartSalesTM, Blue green deployments with cloud ensures zero-downtime of the application providing TCS sales team a seamless experience

Reliable CRM eliminating failures : CRM infrastructure on cloud is designed to ensure high availability and reliability using several different design principles such as eliminating single-point of failure, BCP-readiness, disaster-recovery and real-time and fast-failure detection etc.

On-Demand Provisioning during Burst-loads- Elastic cloud infrastructure ensures CRM availability for enterprise-integrations. Burst-loads are handled via dynamic infra-provisioning capability to save cost with run-time environment.

Easy-maintenance – With independently deployable microservices, maintenance was simplified by balancing design fundamentals of independence and standardization to deliver direct sales-agility and data-driven strategies.

Leveraging cloud has empowered our business leading to faster time to market, increased business agility, enhanced application availability and augmented data security and control.

High performance and efficiency provided by cloud infrastructure, facilitated with use of AI/ ML methods
-Automated decision-making using AI/ML algorithm hosted on cloud has closed 7% pipeline deals in first quarter since release.
-Mature digital algorithms quantify the elusive brand awareness to report 5% jump in branding awareness and customer engagements across channels.
-Account activation accelerated by 31% (average) due to all time availability of the application
-Secure CRM access is democratized by adoption of zero-trust framework, boosted by 56% across TCS versus traditional model before transformation.
-IAM framework precooks 9+ million records in 12s for 4000+ users, where 400k+ contract pages were converted by leveraging ML methods.
-Prepared opportunity data for guided selling using AI/ ML methods supported by cloud, by eliminating 100% bad data.

High systems availability enabled by cloud’s elastic infrastructure, allows continuous sharing of customer data through enterprise-wide integration.

-Cloud promised high availability makes it feasible to digitally integrate CRM with Martech systems. This continuous marketing and sales alignment has helped attribute >5% of total CRM pipeline to marketing influence.
-97% CRM opportunities are tagged to corresponding contracts, through digital on-cloud integration, for enterprise revenue traceability. This has also reduced time taken for contract audit by 65%.

Personalized tactics enabled by cloud computation / infrastructure capabilities for customer-centric experiences.
-Adopting cloud native technology design patterns have helped implement configurable, personalized offerings. This was widely leveraged by salesforce, with 18% increase in configurable offerings sold during sales cycles
-Cognitive cloud services, for eg – speech to text conversion in managing meeting notes/contacts boost digital dexterity of CRM apps

Testimonial:

"This successful migration of smart sales application to cloud allows our sales executives to experience faster and continuous system availability. Quick accessibility to these applications enables sales team to access Sales collateral anytime anywhere, helping them execute Sales smoothly.. ", Pompy Sen, Global Head, Sales Enablement, TCS

https: //stevieawards.com/sales/2021-stevie%C2%AE-award-winners#Product
Won a Bronze Award at the 15th Annual Stevie Awards for Sales & Customer Service 2021 for “Promoting Sales EnablementThrough Digital CRM Transformation”

https: //www.thecustomerfest.com/awards.php
Won at The Customer FEST Awards, 2021 in the category “Best CRM Program” for "Powering TCS Sales Through Digital CRM Transformation”