TCS and Aviva Extend Deal for 15 Years to Boost Customer Experience

By siliconindia  |  Wednesday, 31 January 2024, 04:49:40 PM IST

TCS and Aviva Extend Deal for 15 Years to Boost Customer Experience
Tata Consultancy Services (TCS) has announced a 15-year extension of its partnership with Aviva, aimed at "transforming" the UK-based insurance, wealth, and retirement business company's operations and enhancing customer experiences. While the financial details remain undisclosed, industry observers suggest that this deal holds significance for TCS, a prominent provider of information technology (IT) services. The collaboration between the two companies spans over two decades.
The scope of work will expand to cover more than 5.5 million policies, to be managed by Diligenta, TCS’s subsidiary in the UK, on behalf of Aviva. "Extending this strategic partnership will improve how we serve our customers, further simplify our operations and support our growth ambitions. It will allow us to rationalize our systems and improve efficiency, bringing significant benefits for our customers and the business", said Doug Brown, chief executive officer for insurance, wealth & retirement, Aviva.
Utilizing its BaNCS-based platform and contextual expertise, TCS aims to enhance the quality of service for Aviva. The focus is on improving the experience for policyholders, advisers, operational staff, and other stakeholders. The objective is to facilitate faster resolutions, provide better access to information, and ultimately achieve improved outcomes for Aviva's customers.
“Our long-standing relationship with Aviva over the last 20 years is a testament to our joint efforts to consistently and continuously transform customer experience. We are delighted as we embark on the next chapter of this journey, where ongoing investment in our TCS BaNCS-based platform and proven track record will enable Aviva to drive a customer-centric business, even as we continue to improve end-to-end customer experience benchmarks in the UK Life and Pensions industry", said R Vivekanand, president, BFSI products & platforms, TCS.
TCS has a workforce of over 23,000 individuals in the UK and Ireland, solidifying its position as one of the largest IT employers in the region. According to an independent survey of CIOs from the largest IT spending organizations in the UK, TCS has secured the top spot as the leading IT service provider for customer satisfaction.

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