Tata Consultancy Services (TCS) assisted Stellantis, a global automaker and mobility provider, in streamlining the customer experience journey across channels in order to improve the customer experience.
The automaker wanted to modernise its legacy customer relationship management applications due to changing business models. Fiat, Jeep, and RAM were also present to represent Peugeot and Citroen. Stellantis and TCS collaborated on this transformation to reimagine customer engagement on Salesforce.
Salesforce was used to implement an omnichannel platform for customer care and recall outreach transformations based on contextual data from the US and Europe for over 1,000 dealers in Brazil and Argentina. To reimagine the customer journey, customer needs, frequency of occurrence, and history are analysed.
The 18-month multi-cloud transformation for Fiat Chrysler Automobile included the company’s customer service representatives and business users, Salesforce Customer Experience Cloud for dealing with customers (self-service), dealership collaboration, case management, and an industry-first implementation of Salesforce Marketing Cloud for recall outreach outward. It has over 60 suppliers and divisions in its two largest South American markets, Brazil and Argentina. The roadmap also included knowledge management and connected vehicle integration, as well as global standard processes that could be applied to more than 20 business units.
Stellantis’ new platform allows the company to connect with its customers in novel and exciting ways, as well as better anticipate their needs.
Souza claims that the company’s products are gaining popularity in South America. “TCS’s solution and implementation enabled Salesforce’s adoption in customer care services. Customers have the most to gain. They will have a more formal relationship with us for as long as they live. TCS aided in making this journey possible, and it would not have been possible without them. They were able to deliver in the midst of the pandemic because they were well-versed in our global project objectives.”
TCS Latin America CEO Marcelo Wurmann stated: “Stellantis’ digital customer service channels, including WhatsApp, social media, dealership websites, and toll-free customer service numbers, were all consolidated on a single Salesforce platform with our assistance. We increased brand awareness and improved customer interactions across multiple touch points and channels by bridging the gap between the automaker and its dealerships.”
TCS was recently named a 2021 Partner Innovation Award winner by Salesforce for Stellantis’ customer engagement transformation.
Tyler Prince, Salesforce Executive Vice President of Alliances and Channels, stated that award-winning partners such as TCS work tirelessly to help customers succeed. Salesforce partners are critical to generating value and enabling digital transformation in our new work-from-anywhere world. TCS is an excellent example of this due to the company’s drive and ability to produce results.
Tata Consultancy Services Limited’s share price was calculated using an earlier BSE closing price of Rs. 3738.80. (TCSL). At one point, 84280 shares were traded in over 10160 transactions.
