ITC Infotech: A Heritage of Serving Customers Better

Sushma Rajagopalan,MD & CEOThe intention to uplift the air traffic and enable the low cost carrier model has led to deregulations on aviation policies by national regimes in last couple of years. But for the air service companies, this unexpected swift was no less than a nightmare.

: ITC Infotech’s Customer Value Management (CVM) and Loyalty Analytics Solution have the perfect capability of providing customer-centric deep insights reports

On this plot, a heritage European airline having a fleet of 72 aircrafts connecting over 70 destinations and carrying around nine million passengers a year was looking for alternate sources of revenue. ITC Infotech, a Platinum partner of Oracle and one of the handful of Oracle solutions Centre of Excellence (CoE) partners,designed
an ideal CRM solution that enabled the client to get an automated & integrated platform to offer its ancillary services to the passengers.

The platform not only thrust the ancillary revenue of the client by 10 percent,but also raised the website hits by 20 percent. There are many similar stories in many customers across multiple industries benefiting from leveraging ITC Infotech's Oracle solutions. "Our strategic working relationship with Oracle helps us stay ahead of the technology curve, enhancing our value proposition for customers. The Oracle Industry Solutions CoE brings a combination of our industry domain capability through Oracle products," asserts Alok Verma, Global VP, Retail & Strategic Global Alliances.

Being B2C Friendly
Born as a subsidiary of ITC Limited in 2000, ITC Infotech built its own brand by delivering Digital, Data, Domain, Design and Differentiated Delivery solutions and offerings. The company's Customer Experience (CX) practice provides several solutions based on Oracle's CX portfolio. ITC Infotech's Customer Value Management (CVM)and Loyalty Analytics Solution, a perfect plug-in for B2C industry, has the capability of providing customer-centric deep insights reports. The CVM solution is geared towards B2C industry i.e. Retail, Hospitality, Airlines, etc. Using customer-360 platform, the company provided segmentation capabilities and advanced analytics capabilities. "The attractive & spot-on offerings of
our organization for the B2C players, is provided through flexible engagement models," adds Alok.

Tapping the Whole Verticals
Big enterprises such as CPG, Hi-tech and Manufacturing Industry, who sell their products through retail channels, spend hefty monies to create promotions. However, they are unable to understand how to allocate the money to the best use, since they can't trace the money trials all the way into the market. To address these challenges, ITC Infotech provides Oracle's Pre-Configured Trade Promotion Management (TPM)& Retail Execution (RE) solutions, which gives an accurate picture of sales, marketing and finance as well closes the market feedback loop through post event analysis. The Global British CPG major serves its largest customer with this Oracle platform across 57 countries worldwide. This Trade Marketing & Retail Execution platform helps in understanding the trend of sales, impact of promotions, usage pattern of programs and profitability.

Innovative Work Milieu
The strong in-house learning centre of the organization accounts for new innovations, discussions and comprehensive online/offline training programs that helped to build its 6,500 people strong workforce. This performing workforce empowered the company to deliver some sterling services based in Big Data, App Development & Maintenance, Data Warehousing & BI, ERP, PLM and Infrastructure to name a few.