Skyguide, the Geneva-based air traffic management services provider, offers aeronautical information management (AIM) services.
The Swiss major collects, assembles, publishes, and distributes data on aviation infrastructure for some of Europe’s busiest air routes. However, the AIM Service Center – which supports its customers, including pilots, aerodrome operators, and the military – was managed through a legacy CRM solution. It was nearing the end of its life, posing performance issues and leading to business risks and high maintenance costs.
TCS modernized Skyguide’s AIM Service Center and introduced cloud-based CRM and CTI platforms.
Leveraging TCS’ strong industry and domain expertise, the team created a new CRM blueprint and roadmap in collaboration with the customer’s business and IT stakeholders. TCS proposed Salesforce’s cloud CRM and smart CTI platforms to reenergize Skyguide’s AIM Service Center.
The TCS team designed, developed, and implemented the solution with the help of an agile framework and delivered it using TCS’ Location-independent Agile™ model. The solution automated service operations by utilizing multi-channel communication available on the Salesforce cloud platform. It leveraged smart CTI technologies that handled complex interaction flows for intelligent call routing and monitoring.
After the solution’s launch, TCS continued to provide production support services through its offshore delivery center in India to ensure business continuity. Even during COVID-19 and remote working, TCS seamlessly supported the customer through its Secure Borderless Workspaces™ operating model.
TCS’ solution enabled reliable, high-performance operations at Skyguide’s AIM Service Center.
Cloud-based automated channels for CRM and CTI ensured lower costs, business continuity, and agility of operations.
High end-user adoption of the platforms led to improvement in user experience and operational efficiency at the AIM Service Center. Automated communication channels led to faster closure of customer requests.
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