TCC Italy Manages Customer Loyalty Program’s Complete Lifecycle, Improves Competitive Advantage
 
 

TCC Italy Manages Customer Loyalty Program’s Complete Lifecycle, Improves Competitive Advantage

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TCC is a world-leading company specializing in designing retail marketing programs that increase sales by changing shoppers’ and drivers’ behaviors. Founded in 1991, it operates in more than 50 countries, with 25 offices throughout Europe, the Americas, and Asia-Pacific. TCC Italy works with more than 250 leading retailers, supermarkets, gas stations, and quick service restaurants. TCC has four international support and sourcing centers headquarted in Amsterdam, London, Milan, and Hong Kong, focused on branding and product development, reward sourcing, research and project management, and logistical support. TCC provides its programs with full service packages, and the company draws on its comprehensive knowledge of all key elements to deliver a positive, measurable difference to a customer’s business.

 
 

 
 

Challenges

A word from TCC Italy

  • "The choice of Oracle’ Siebel solutions absolutely represents a strategic advantage for TCC Italy to compete as the market leader. This new implementation has garnered a substantial response and satisfaction at all levels within the company. It also resulted in a nomination, based on our experience as a model company, for the future adoption of a single global IT environment for the TCC Group." – Luca Cirillo, Chief Information Officer, TCC Italy

  • Replace IT environment, previously composed of separate, misaligned modules, with a unique system for finance, distribution, and customer communication
  • Accelerate business management, from sales analysis to program accounting, previously hampered by slow offline data processing
  • Strengthen customer loyalty and enrich the company’s offerings with more value-added services, specific to various markets, including retail, oil and gas, and life sciences companies 
  • Improve the general level of IT services (such as reliability and response times) and the ability to measure all internal operating processes (including delivery and ticketing)

Solutions

Oracle Product and Services

  • Siebel Loyalty Engine, Multi-Partner Edition
  • Siebel Loyalty Customer Portal
  • Siebel Loyalty Manager
  • Siebel Distribution CRM Base On Demand
  • Enabled elaborate annual and monthly analyses of accounts related to about 150 programs in progress, providing a huge advantage for business strategy
  • Designed a new distribution system that eliminates errors and wait times, and replaces all previous manual operations
  • Decreased by 30% the resources employed in the operating department, thanks to processes automation
  • Developed a business-to-business portal able to effectively communicate with customers about all business elements (purchase orders, sales orders, deliveries, customer issues, supply plans, product sheets, and goods withdrawals) by eliminating lengthy exchanges of e-mails, fax messages, and phone calls
  • Increased efficiency for all business lines by monitoring, tracking, and measuring operations
  • Expanded services offered though a business-to-consumer (B2C) portal, employing a loyalty application that enables total management of promotional campaigns and loyalty programs on behalf of customers (for example, score management and check and award redemptions)
  • Produced an estimated market potential of the new B2C portal at 10% of turnover
  • Instituted a structured ticketing system within the company and throughout the whole supply chain that links operators in an integrated customer relationship management (CRM) environment and accelerates procedures for monitoring and responding to orders, returns, open tickets, and other matters
  • Provided a single interface for program managers, both for operational and management areas, where they can instantly receive information on product availability, logistics optimization, and truck loading
  • Reduced the time needed for an order processing cycle from six hours to a few minutes

Why Oracle

Oracle provides leading products that meet TCC Italy's needs regarding functionality and costs, compared to Oracle’s competitors. Oracle's fully integrated solutions benefit TCC Italy on an architectural level as well as for core technologies.


Partner

Atlantic Technologies is an international consulting company with a team of 100 consultants that specialize in the implementation of business software solutions. Atlantic Technologies recommends a full suite of software solutions and provides resources for configuration, implementation, and deployment to ensure complete integration.