{"id":505275,"date":"2021-03-11T12:57:00","date_gmt":"2021-03-11T12:57:00","guid":{"rendered":"https:\/\/www.capgemini.com\/?post_type=client-story&#038;p=582976"},"modified":"2023-10-26T06:44:45","modified_gmt":"2023-10-26T06:44:45","slug":"te-connectivity-launches-it-transformation-to-focus-on-the-customer-experience","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/fi-en\/news\/client-stories\/te-connectivity-launches-it-transformation-to-focus-on-the-customer-experience\/","title":{"rendered":"TE Connectivity launches IT transformation to focus on the customer experience"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable is-style-default header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/03\/ÎÚÑ»´«Ã½_Client-stories_TE-Connectivity.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/03\/ÎÚÑ»´«Ã½_Client-stories_TE-Connectivity.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/03\/ÎÚÑ»´«Ã½_Client-stories_TE-Connectivity.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/03\/ÎÚÑ»´«Ã½_Client-stories_TE-Connectivity.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/03\/ÎÚÑ»´«Ã½_Client-stories_TE-Connectivity.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/03\/ÎÚÑ»´«Ã½_Client-stories_TE-Connectivity.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/03\/ÎÚÑ»´«Ã½_Client-stories_TE-Connectivity.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/03\/ÎÚÑ»´«Ã½_Client-stories_TE-Connectivity.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/03\/ÎÚÑ»´«Ã½_Client-stories_TE-Connectivity.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client story<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">TE Connectivity launches IT transformation to focus on the customer experience<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/03\/2022-04-27_TEC_Success-Story-1.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download client story<\/span><span class=\"type\">462 KB  pdf<\/span><\/a><\/div><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client:  TE Connectivity<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region:  North America<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Industry:  High-tech<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/te-connectivity-launches-it-transformation-to-focus-on-the-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/te-connectivity-launches-it-transformation-to-focus-on-the-customer-experience\/&amp;text=TE Connectivity launches IT transformation to focus on the customer experience\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/te-connectivity-launches-it-transformation-to-focus-on-the-customer-experience\/&amp;text=TE Connectivity launches IT transformation to focus on the customer experience\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Partnering with ÎÚÑ»´«Ã½, TE Connectivity shifts to a managed services model to transform its digital infrastructure and improve the customer journey<\/h2><p class=\"intro-para-content\"><strong>Client Challenge: <\/strong>TE Connectivity wanted to launch a digital transformation initiative that would improve the scalability of its infrastructure and improve both the employee and customer experience<br><br><strong>Solution: <\/strong>Partnering with ÎÚÑ»´«Ã½, TE Connectivity moved to a managed service model to better incorporate customer feedback, introduce SAP S\/4HANA, and adapt to a world in which remote working has become increasingly important<br><br><strong>Benefits:<\/strong> <br>-Enhanced customer and employee experience<br>-Improved scalability of digital infrastructure<br>-Greater flexibility to respond to unpredictable disruptions<\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content section--story-content article-body\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<figure class=\"wp-block-embed is-type-rich is-provider-embed-handler wp-block-embed-embed-handler wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Creating a One Team approach at TE Connectivity\" width=\"960\" height=\"540\" src=\"https:\/\/www.youtube.com\/embed\/ygWK1InStd0?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>TE Connectivity is the go-to engineering partner for today\u2019s innovation leaders and technology entrepreneurs, helping solve tomorrow\u2019s toughest challenges with advanced connectivity and sensor solutions. It has partnered with customers for more than 75 years to produce highly engineered connectivity and sensing products that make a connected world possible.<\/p>\n\n\n\n<p>TE Connectivity solutions power electric vehicles, aircraft, digital factories, and smart homes, and its innovations enable life-saving medical care, sustainable communities, efficient utility networks, and the global communications infrastructure. Its unmatched range of products enables companies to turn ideas into technology that can transform how the world works and lives tomorrow.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-striving-for-a-better-experience\">Striving for a better experience<\/h3>\n\n\n\n<p>The TE Information Solutions (TEIS) team was transforming even before the pandemic hit. The company supports processes in various industries, so the IT team has to be flexible. Its automotive customers are moving towards electric cars, manufacturers are transitioning to more automation and robotics, and almost all are accelerating a transition to the cloud.<\/p>\n\n\n\n<p>\u201cWe are transitioning more to the cloud, which is going to help us provide a more scalable infrastructure for our company and customers,\u201d says Nagesh Ramesh, Vice President, IT Applications, TE Connectivity. \u201cAnd we are moving towards a more customer-centric ecommerce experience through our digital channels, and that is actually leading us to think very differently. It is no longer only serving large companies but also hundreds of smaller customers. And that transformation is happening faster than we thought. It means more of an ecommerce footprint with an Amazon-like experience.\u201d<\/p>\n\n\n\n<p>Four years ago, TEIS chose ÎÚÑ»´«Ã½ as its managed service partner. The resulting one-team approach brings TEIS and ÎÚÑ»´«Ã½ employees together seamlessly in a model that is often compared to a pilot and co-pilot. It is a joint responsibility to ensure everyone flies and lands safely.<\/p>\n\n\n\n<p>\u201cA big reason why we chose to work with ÎÚÑ»´«Ã½ was the talent they brought to the table,\u201d says Ramesh. \u201cWe have done this long enough to know that talent makes the difference. The second was the process mindset, so we can be more productive and provide service more cost-effectively. Now we can more clearly see IT\u2019s true cost to serve.\u201d<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-focused-on-the-customer\">Focused on the customer<\/h3>\n\n\n\n<p>TE Connectivity collects customer feedback in multiple ways. From large OEMs to leading technology companies to smaller manufacturers, TE Connectivity uses Net Promoter Score (NPS) and a dissatisfaction survey. NPS captures the mood of customers and whether they recommend the company to peers, and the dissatisfaction feedback identifies the pain points when working with TE.<\/p>\n\n\n\n<p>\u201cWe see an amazing treasure trove of information coming from our dissatisfaction surveys,\u201d says Ramesh. \u201cMost survey respondents say TE resolved an issue, but it took multiple internal touchpoints to get that resolution. We tend to swarm problems to resolve them, but we want to move toward a more sustainable process. A big part of that puzzle is our heavily customized SAP system.\u201d<\/p>\n\n\n\n<p>Rather than having multiple touchpoints to address an issue, the goal was to reduce the internal touchpoints for customers and make the process simple for employees so they can respond faster.<\/p>\n\n\n\n<p>\u201cBefore we moved to a managed service model, we were not always operating like a multi-billion-dollar company,\u201d explains Ramesh. \u201cWalking down the hall to talk to IT about solving a problem is not a sustainable model. We needed a process mindset that logged tickets and prioritized them.\u201d<\/p>\n\n\n\n<p>The process mindset also helps TE resolve issues more quickly. For example, root-cause analysis of issues to identify patterns and trends, so the IT team can proactively solve challenges. \u201cEverything we do \u2013 moving to the cloud, reducing the cost of IT, moving from ECC to SAP S\/4HANA \u2013 is intended to provide our operations with a stable, high-performance platform that allows our employees to serve our customers faster and with fewer touchpoints,\u201d says Ramesh. \u201cBy keeping the cost-to-serve manageable, we can reinvest some of the savings back into advancing our strategy.\u201d<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-modernizing-sap\">Modernizing SAP<\/h3>\n\n\n\n<p>TE first implemented SAP ECC in the 1990s. Over time the company found itself with many applications plugged into the SAP core system, which was customized to the extent that the only common element was the blue log-in screen.<\/p>\n\n\n\n<p>\u201cAcquisition and different local systems meant we built a huge ecosystem around SAP, combined with location applications that don\u2019t necessarily fit within our SAP template,\u201d explains Gerald Bahr, Global Application Solutions Operations Manager, TE Connectivity. \u201cOver time, it became more challenging to support and have adequate resources to maintain it.\u201d<\/p>\n\n\n\n<p>\u201cWe started to realize that as we scale or go into a new region or explore new business models, our system was too outdated to support our ambitions,\u201d says Ramesh. \u201cThis was a system that was built in the \u201990s before everyone had a cellphone, let alone a smartphone. It was creating headwinds, so now is the opportunity to move to SAP S\/4HANA and adopt the best practices SAP has developed in collaboration with its customers. It is really the process of transformation, adapting to the best practices, and really driving the KPI metrics mindset within the organization.<\/p>\n\n\n\n<p>\u201cSAP S\/4HANA is very exciting for TE because we can achieve process transformation. It is also a huge opportunity for us to take advantage of the standard capabilities, such as extended warehouse management, transportation management, production planning, and detail scheduling. Right now, we use custom code on SAP warehouse management for our global logistics centers that do both customer fulfillment and supply manufacturing sites. Our goal is to start with the 250-plus S\/4HANA best practices and simplify the landscape, so we can provide our operations with a very stable, high-performance system that helps better serve our customers.\u201d<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-responding-to-the-pandemic\">Responding to the pandemic<\/h3>\n\n\n\n<p>When the potential implications of the global pandemic began to emerge, TEIS started exploring options. Working from home was not entirely new to the company. \u201cWe had a sizable number of employees who did a lot of their work from home,\u201d says Ramesh.<\/p>\n\n\n\n<p>Anticipating a lockdown in local communities, TEIS leadership and managed services partner ÎÚÑ»´«Ã½ developed a plan to create a functioning work-from-home environment. They proactively moved computers, laptops, monitors, and other equipment to employees\u2019 homes to create comfortable, productive workspaces.<\/p>\n\n\n\n<p>\u201cIt is amazing, when you work together with a partner like ÎÚÑ»´«Ã½ who really understands what was happening with the global crisis, how much you can accomplish,\u201d says Ramesh. \u201cThe transition happened really fast, and the entire team was mobilized in a couple of weeks.\u201d<\/p>\n\n\n\n<p>While TE works through the assessment stage for S\/4HANA, it completed five remote SAP deployments during the pandemic, performed virtually, including hypercare.<\/p>\n\n\n\n<p>\u201cIf you had asked me before the global pandemic if an SAP project could go live without anyone onsite, I would have laughed,\u201d says Ramesh. \u201cBut the user base and business leadership quickly adapted to this new reality. We delivered on server upgrades, patching, and cybersecurity compliance. The combined efforts of TEIS and ÎÚÑ»´«Ã½ employees willing to go the extra mile and show compassion for our users really made it work in this remote rollout world.\u201d<\/p>\n\n\n\n<p>The TEIS applications team was recognized with an internal CIO award for the five remote SAP go-lives during the pandemic.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-capturing-a-continuous-improvement-mindset\">Capturing a continuous improvement mindset<\/h3>\n\n\n\n<p>The company\u2019s Lean program, designed to drive continuous improvement and dubbed TE Operation Advantage, identifies areas not achieving industry benchmarks and reviews how to improve.<\/p>\n\n\n\n<p>\u201cIt is part of our cultural DNA to think with continuous improvement in mind,\u201d says Bahr. \u201cIt is the opportunity to make mistakes but then learn from the experience and find the opportunities to improve. So, this really means thinking about improvement every day. Without that mindset, we are not making progress.\u201d<\/p>\n\n\n\n<p>TEIS\u2019 continuous improvement journey includes boosting stability and performance and operating a 24\/7 platform. It means when support professionals resolve an incident, they should also ask what can be done to find the root cause and avoid the issue in the future. While the benefits may be saving costs and improving operations, it also challenges IT employees to find solutions and avoid repetitive tasks.<\/p>\n\n\n\n<p>\u201cAcross industries, the pandemic has done to digital transformation what the CIOs could not,\u201d says Ramesh. \u201cThe pandemic really fast-tracked digital transformation by maybe five or 10 years. We are much smarter in 2020. Today, we are 100 percent working remotely, including go-lives. Not everyone can be a leader, but it should be clear now that adopting digital transformation is a key part of your business strategy. If you don\u2019t, you will only be able to react versus trying to take advantage of what is possible.\u201d<\/p>\n\n\n\n<p>TE Connectivity was certainly not untouched by the pandemic, but good planning and the help of good partners meant that its customer-centricity revitalization proceeded as planned. Small remote deployments have now shown that a larger rollout could be done virtually, and customer experience is already benefiting from the drive to continuously improve.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Partnering with ÎÚÑ»´«Ã½, TE Connectivity shifts to a managed services model to transform its digital 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