Case Study: EDF Energy improves customer service efficiency and cuts costs with Tata Consultancy Services (TCS)

EDF Energy - Customer Case Study

EDF Energy, led by Jim Poole, Director of B2C, faced the challenge of transforming customer service operations during an enterprise-wide migration while keeping service levels high and costs under control. Tata Consultancy Services (TCS) was engaged to help EDF Energy adopt new customer interaction channels and manage the operational changes involved.

Tata Consultancy Services (TCS) recommended and implemented best-fit solutions that enabled a smooth transition to email and web chat support. The result was higher efficiency, reduced cost-to-serve, and faster execution of decisions, helping EDF Energy maintain its leadership position in customer service.

EDF Energy

Jim Poole

Director