Tata Communications - Best Use of Technology in Customer Service

Company: Tata Communications
Company Description: Tata Communications is a telecoms service provider and a leader in connecting and enabling digital ecosystems. We are headquartered in India and part of the $113 billion-a-year Tata Group and operate across the globe with 12,000+ employees.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Customer Service - Telecommunications Industries

Nomination Title: Secure Connected Digital Experience

Tata Communications is a telecoms service provider and a leader in connecting and enabling digital ecosystems. We are part of the $113 billion-a-year Tata Group andoperate in locally the US and across the globe with 12,000+ employees.

We are leaders in the next level of innovation in intelligence powered by cloud, mobility, Internet of Things (IoT), collaboration, security and network services and provide around 30% of the world’s internet routes and connect enterprises to 60% of the world’s cloud giants. We deliver solutions to a variety of key industry verticals including healthcare, manufacturing, e-learning, and finance.

Over the last year we have witnessed a growth in our ever-increasing NPS® from 55 in FY19 to 80 in FY21. We are now amongst the world’s best B2B telecommunications companies providing enhanced customer experience.

Our commitment to customer service innovation can be seen through our highest revenue growth in 11 years for FY21. We have seen revenue increase from INR 17,100 Crore; up by +0.2% YoY for FY21. On top of this, we have been positioned as a Leader in the Gartner Magic Quadrant for Network Services, Global for 8 Years in a row.

Over the last 12 months, lockdowns and quarantines related to COVID-19 showed the mission-critical role enterprises play in the global economy.

In response to the rapid adoption of WFH, Secure Connected Digital Experience (SCDx) was rolled out across our organisation to serve our customers remotely using secure connectivity to their enterprise applications and data, cloud applications as well as rich collaboration tools.

An example of the success of our innovation can be seen within our ability to scale up secure remote working capabilities for an IT Service Provider major.

As the COVID pandemic spread globally, we developed and deployed a digital workplace that offered:

-High-Performance Remote Access enabling seamless public cloud applications access and collaboration (Net Foundry, VDI and UCaaS)
-Secure access for the remote workforce enabling secure home access to corporate applications (Global VPN, GSIGS, 2FA)
-Seamless extension of operations to remote agents enabling access to CX applications and platforms.

We developed our SCDx platform to deliver a digital ecosystem that can accelerate time to market with secure connectivity, increased productivity, and efficiency during COVID-19. This has benefited not only the IT Service Provider Major, but also many thousands of enterprises in the US and across the world with seamless access to internal apps and intranet as well as end-customer apps, data, and infrastructure.

Our investments in products and services are positioning us well in enabling our customers’ long-term success and delivering best practice in CX. Our objective is to provide ‘Digital-First’ businesses with ‘Business-First’ platforms.

Our SCDx innovation has enabled us to deploy relevant solutions in record time through our unique approach; in many cases, delivering changes and upgrades in less than six hours. Our ability to move faster than our competitors empower our US customers to maximise business efficiency, allowing them to instantly connect, collaborate, secure, and support their businesses and end users.

At the same time, we invested in our engagement model for customers through the launch of a dedicated Customer Success Team (CST) to create a seamless and continuous relationship with customers and give best in class experience.

As a result, we have seen a 30% increase in internet traffic, and a 23% quarter-on-quarter increase in IP traffic on our network. We have also gained 100+ new enrolments in our customer reference programme with a total of 500+ strong advocates and 100+ reviews added post-pandemic on analyst platforms like Gartner Peer Insights.

Unlike other players in the industry, we have truly changed our culture within Tata Communications and incorporated CX into the heart of our business. This drives our vision to continue the delivery of exceptional CX to all our customers, now and into the future.

Customer Feedback:

“To ensure continuity of service, we needed a work from home set-up. Tata Communications offered the extreme agility and speed of execution we needed, working on-the-fly to deliver projects within 24 hours in some cases. The solution is supported from the Tata Communications service centre 24/7.” - Spokesperson, Global IT Service Provider Company