Tata Consultancy Services Ltd. announced that it had been selected by Southern Water to implement a customer services and revenue transformation programme. The programme will combine front and back-end technology deployments with internal process redevelopment.
Southern Water will benefit from enhanced customer service capabilities, improved cash collection and debt management, and will see a reduction in operating expenditure.
Southern Water Chief Customer Officer Darren Bentham said, "At Southern Water, it is our constant endeavor to improve our customer interactions and deliver a more efficient service. The transformational programme TCS is delivering will support two of our major goals - increase a customer's ability to find a solution through self-service channels, and empower our teams to deliver flawless service with first time resolution."
He added, "Southern Water supplies water across some 4,450 sq.km., and TCS has provided us with a road-map for more flexible and efficient service delivery within this extensive area. Our customers will benefit from a highly consistent experience over web, mobile and interactive voice response channels. They will also find our customer service teams to be some of the best-informed and proactive in the industry."
TCS President-Business Group(Telecom, HiTech, Media & IS, Utilities) A.S. Lakshminarayanan commented, "It is incredibly hard for today's businesses to meet demands for enhanced customer services, or more sophisticated data management, while reducing the total cost of ownership for their infrastructure. The CRM system we are deploying for Southern Water will help in the drive to provide industry-leading customer services, while data governance and analysis tools deliver better intelligence back into the business. With an increase in operational efficiency and an updated billing system, we will enable Southern Water to improve their revenue management. Ultimately, they will be better positioned to meet the needs of their customers."
At the BSE, Tata Consultancy Services shares are currently trading at Rs.1,555.20, up 0.66 percent from the previous close.
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