TCS delivers customer engagement transformation for Alcatel-Lucent Enterprise

Tata Consultancy Services (TCS) delivered a suite of customer and partner engagement solutions to enterprise communication solutions provider Alcatel-Lucent Enterprise (ALE), as part of an ongoing long-term engagement with the US based company.  

The Mumbai based information technology (IT) services firm helped the company digitally transform business-to-business customer engagement processes across touch points from market to lead, lead to order and service to success using Salesforce Sales Cloud, Community Cloud, Service Cloud and Salesforce Lightning, TCS said in a statement on Friday.

This project will impact ALE’s engagement process with more than 2,800 business partners and drive improved sales velocity and revenue growth, the statement added.

“This is a strategic initiative to drive the next wave of growth for ALE, therefore it is critical for us to bring a partner who comes with a deep understanding of our business model, an extensive experience in end-to-end services from design to delivery of customer experience transformation and proven expertise in Salesforce technology,” Jean-Pierre Roullin, head of IT at ALE, said.

TCS has been a transformation partner for ALE for several years, delivering other strategic initiatives for the company including co-creating a next generation unified communication platform and delivering digital transformation of the IT landscape across the business value chain.

“We leveraged our deep contextual knowledge of ALE’s business, our vast experience in digital customer experience transformation, and our expertise in Salesforce technology to build a highly customer-centric, automated digital platform for their partners and salespersons,” V Rajanna, global head of the Technology Business Unit at TCS, said.

Last week, TCS said it had broadened its partnership with Virgin Atlantic to boost post-pandemic digital transformation for the airline. It also announced a six-year deal with London Marathon, extending a partnership that dates back to 2016, will be the title partner for the event from 2022.