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

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

Tata Power Delhi Distribution, a joint venture of Tata Power and Delhi’s state government, faced the sudden challenge of maintaining uninterrupted electricity service and customer support during the COVID-19 lockdown. With more than 70% of staff working remotely, disrupted call centers, and an urgent need to deliver bills, collect payments and collaborate with government agencies and suppliers, the company had to rapidly digitize operations to keep critical services running.

Tata Power deployed OpenText Documentum and Documentum xCP to digitize documents, automate workflows, enable secure remote access, and create integrated self-service payment channels (web, SMS, WhatsApp, Paytm) and external collaboration processes. The result: about 70% of the workforce enabled for secure remote work, digital payments jumped from 61% to nearly 96% (a tenfold increase to over one million transactions and a 374% rise on Paytm), sustained customer service levels, and reduced costs with improved operational efficiency.

Tata Power Delhi Distribution Limited

Santadyuti Samanta

Head of IT