Case Study: Tata Power Delhi Distribution Limited achieves 70% secure remote workforce enablement and boosts digital payments to ~96% with OpenText Documentum xCP (OpenText)

Tata Power strives to keep the lights on during global health crisis

Tata Power Delhi Distribution, a major Indian utility, faced the sudden challenge of keeping critical power, billing and customer services running during the COVID-19 lockdowns while most staff shifted to remote work and call-center capacity dropped. The company needed secure remote access, faster collaboration with government and suppliers, and digital customer channels to deliver bills and collect payments without in-person interactions.

Tata Power deployed OpenText Documentum and Documentum xCP to digitize documents, automate workflows and enable secure remote desktops and self-service channels (web, SMS, WhatsApp, Paytm). The solution allowed about 70% of the workforce to work remotely, drove a tenfold rise in digital transactions (online payments rising from 61% to nearly 96%, with Paytm up 374%), maintained critical operations and customer service, and cut costs while boosting efficiency.

Tata Power Delhi Distribution Limited

Santadyuti Samanta

Head of IT