Tata Consultancy Services > Case Studies > EDF's Transformation: Modernizing IT Services for Improved Customer Experience

EDF's Transformation: Modernizing IT Services for Improved Customer Experience

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 EDF's Transformation: Modernizing IT Services for Improved Customer Experience - IoT ONE Case Study
Technology Category
  • Application Infrastructure & Middleware - Middleware, SDKs & Libraries
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • Equipment & Machinery
  • Utilities
Applicable Functions
  • Maintenance
Use Cases
  • Behavior & Emotion Tracking
  • Time Sensitive Networking
  • System Integration
The Challenge
EDF had a highly customized service management system with manual processes and limited potential for automation, making it difficult to predict or prevent system failures and provide a resilient service. They wanted to improve their response time to rising energy demands.
The Customer
About The Customer
EDF is a company that wanted to serve its business and residential customers better by improving the response time to rising energy demands. They needed to provide their employees with the right tools for improved productivity, better collaboration, and an enhanced IT experience at a reduced cost to serve.
The Solution
TCS supported EDF's transformation initiatives by implementing the Rapid Now 2.0 framework, pre-configured with ITSM industry best practices on the ServiceNow instance. They modernized the architecture and automated mission-critical IT services. They leveraged the RapidNow 2.0 Framework, enabled the adoption of ServiceNow, extended the use of agile methodology, and delivered a configurable and centralized ITSM platform in collaboration with mvIT.
Quantitative Benefit
  • 50% reduction in manual and automated reports using digital, real-time dashboard. £180,000 in annual savings.

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