Mutual Funds Commodities Research Tax Planning IPO Our Team Contact Us  
Stock Report

| More

TCS Helps Heritage Life Insurance Company Reimagine Customer Experience

Posted On: 2021-10-19 16:38:28 (Time Zone: IST)

Tata Consultancy Services (TCS) (BSE: 532540, NSE: TCS), a leading global IT services, consulting and business solutions organization, has partnered with Heritage Life Insurance Company, a US-based provider of insurance and reinsurance services, to transform the customer experience for policy holders in the closed book of business it recently acquired.

In December 2019, Heritage Life acquired a closed book of life insurance policies as part of its growth strategy. It selected TCS to build a new, resilient, and scalable customer service platform that would deliver a superior customer experience before the Transition Services Agreement (TSA) expiry and ensure continuity of service to the policy holders.

TCS conducted design thinking workshops with business and IT leaders to examine the entire customer journey, identified information gaps and bottlenecks, and blueprinted a solution that streamlined the processes and data flows to transform the customer experience end-to-end. At the core of the solution is a platform that gives Customer Service Representatives (CSRs) a 360-degree view of the policy holders, equipping them with all the information they need to swiftly respond to service requests and offer personalized services.

The integrated platform encompasses a cloud-based contact center, workflow management system, document management system and customer communications, to enable a seamless and secure flow of data and work items, for speedy fulfillment of customer service requests. TCS used a low-code/no-code technology platform from Creatio, its Co-innovation Network (COIN™) partner to accelerate the build process.

The new customer service platform has empowered CSRs, reduced the average service call duration, boosted productivity, and significantly improved customer satisfaction. Further, it serves as a digital foundation that Heritage Life can leverage to integrate newer channels in the future for policy holders.

"With the rapid growth of Heritage Life, we wanted to ensure our business was meeting evolving customer needs and expectations. This meant enhancing our digital capabilities. To enable this, we chose TCS as our transformation partner to reimagine user experience and offer highly personalized customer engagement," said Pamela Lall Brown, Head of IT, Heritage Life.

"TCS helps financial services firms adopt a holistic approach to digital transformation, redesigning all the processes and underlying systems that affect the customer journey, to provide frictionless, compelling experiences. We are pleased to partner with Heritage Life in reimagining their customer service, leveraging our digital expertise, experience in CX transformations and our COIN innovation ecosystem to provide a differentiated experience," said Anupam Singhal, Business Head, Banking, Financial Services and Insurance, TCS.

Shares of Tata Consultancy Services Limited was last trading in BSE at Rs. 3634.60 as compared to the previous close of Rs. 3647.40. The total number of shares traded during the day was 212142 in over 24585 trades.

The stock hit an intraday high of Rs. 3690.30 and intraday low of 3625.00. The net turnover during the day was Rs. 777046060.00.

Click here to send ur comments or to

Other Headlines:

BHEL wins CII-Exim Bank Platinum Awards for Business Excellence

V-Mart Retail Ltd opens one new store in Haryana

Vidli Restaurants Limited board approves rights issue at Rs. 10

Innovators Facade Systems Limited receives order from DLF Group

Infosys collaborates with One of Europe's Greenest Data Centers to accelerate Daimler's transition to Sustainable Mobility

Dharamsi Morarji Chemical Company Ltd to list in NSE from Dec 1, 2021

Fitch affirms Axis Bank at 'BB+', Outlook Negative

TCS helps AGL embrace New AI-powered Operating Model to transform Customer Experience

Dhruv Consultancy Services Limited receives LOA for project worth Rs. 5.04 crore

Arvind Ltd update on Ankur unit

Lupin launches Sciflix a mobile-friendly learning platform for post graduate students specializing in pulmonology

ICRA-assigned Credit Rating for 100.00 crore bank lines of Rane Holdings Limited

ITI Limited installs 100 KW Captive Rooftop Solar Power Plant in Lucknow, Uttar Pradesh

GIC to invest in IRB Infrastructure Developers Limited

Vishvprabha Ventures Ltd Fixes Record Date for Rights Issue of equity shares

Earum Pharmaceuticals Ltd fixes Record Date for Stock Split

ICRA upgrades credit rating of DLF Limited to [ICRA] AA- with Stable outlook

IIFL Home Finance Ltd disbursed loans over Rs. 2500crore, as on 30 September, 2021

Kotak Mahindra Bank reaches One Million FASTags Milestone

Accor renews partnership with IndiGo's 6E Rewards program to offer accelerated travel and stay benefits

Rossari Biotech Ltd. appoints Ketan Sablok as the Group Chief Financial Officer

Vedanta's Sesa Goa Iron Ore Business pledges to become carbon neutral by 2050

CL Educate liquidates third land parcel this year

Reliance Capital Ltd welcomes RBI move to resolve company's debt through IBC

Knowledge Marine & Engineering Works Ltd receives LoA from Vizag Port Trust for patrol boat

Patel Integrated Logistics Ltd board to consider rights shares allotment on Dec 2, 2021

Tatva Chintan Pharma Chem Ltd acquires land at Dahej-III GIDC Estate, Bharuch

Intec Capital Ltd accepts OTS proposal from The Bank of Maharashtra

Sayaji Hotels Ltd arm signs 8 new properties

Coal India Ltd board declares interim dividend of Rs. 9

BSL Ltd updates on credit rating

Ratnamani Metals & Tubes Ltd receives new Domestic Orders of Rs.297.87 Crores

TCS Named a Leader in IDC MarketScape for Worldwide Managed Multicloud Services

James Warren Tea Limited board approves buyback at Rs. 295 through tender offer

Goeld frozen Foods starts operations in Bhopal

Happiest Minds wins Platinum and Gold Awards for its 2021 Annual Report from LACP

Reliance Industries Ltd denies bid for BT

TTK Prestige Ltd fixes Dec 15, 2021 as record date for stock split

National Fittings Ltd announces redemption of preference shares

LIC gets RBI nod for increasing stake in Kotak Mahindra Bank to 9.99%

Brooks Steriscience Ltd gets marketing authorizaiton in Germany for Meropenem

CRISIL reaffirms rating of Ruchira Papers Ltd

Man Industries India Ltd receives news orders of Rs. 325 crores

Indian Sucrose Ltd starts sugar crushing for season 2021-22

Capri Global Capital Limited partners with State Bank of India for Co-Lending to MSMEs

Genesys International Corporation Limited to launch India 3D Maps Program

Asian Paints Ltd inks MoU for expansion project at an outlay of Rs. 960 crores

Shakti Pumps India Limited to form subsidiary for business in EV Motor

IndusInd Bank Ltd updates on resignations at Bharat Financial Inclusion Ltd

MICL Group to jointly develop Luxurious Residential Project at Tardeo, Mumbai

Website Created & Maintained by : Chennai Scripts
West Mambalam, Chennai - 600 033,
Tamil Nadu, India

disclaimer copyright © 2005 - 2020