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KPIT Cummins enhances

customer experience,

productivity and optimizes

costs


TATA are trademarks of Tata Sons Limited in certain countries.

www.tatacommunications.com | @tata_comm

http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms

Agenda

1. About KPIT Cummins

2. Background

• Globally dispersed and mobile workforce

• Frequent mergers & acquisitions

3. Challenges

• To improve experience of visiting customer’s delegation to KPIT Cummins'

campus

• Reduced productivity due to intense travelling

• Increase in travel and communication cost

• Uptime of Internet

• Multiple providers and service levels

• Cost effective ODC – Onshore connectivity

2





Agenda (contd.)

3

4. Solution

• Network consolidation

• Voice managed services

• Telepresence

5. Benefits

• Improved customer experience and business impact

• Increased productivity

• Reduced communication and travel cost

• Single network and collaboration partner to manage

• Swift implementation

• Superior reliability of the network

• Flexible global invoicing and billing



About

KPIT Cummins





About KPIT Cummins

• KPIT Cummins is a leading technology solutions partner for global Manufacturing

corporations with special focus on Automotive, Energy & Utilities, Industrial Equipment,

Semiconductor industries and SAP along with a recent addition of the vertical called

Business Transformation to work with CIO, CTO to identify the problem areas in their

organization with appropriate solutions

• KPIT Cummins has global headquarters in Pune, India. KPIT Cummins is 20+ years in

business with global operations with employee strength of 8000+

• KPIT Cummins has 20 offices across the globe and more than 98% of business comes

outside India especially in U.S, Europe and China

5



Background





Background

• Globally dispersed and mobile workforce

• KPIT Cummins has experts in different technology areas that are working at different

global locations across Japan, China, U.S and Europe

• Majority of them will be travelling most of the time and they may not be present in

their respective office locations

• Global growth organically and inorganically

• KPIT Cummins has grown globally across 14 countries organically as well as

inorganically

7



Divider heading (Arial Bold 22pt) Challenges faced





Challenges

• To improve experience of visiting customer’s delegation to

KPIT Cummins’ campus

• When a large delegation of a customer is visiting KPIT Cummins' headquarters in Pune, it

was not always possible to get the right technology specialists in front of the customer as

they were present in different offices in various countries

• Reduced productivity due to intense travelling

• In some cases, experts were also travelling along with customers which reduced

productivity as they have to spend one week of time in travelling for the customer visit

• Increase in travel and communication cost

• As experts were travelling from different countries for a specific customer visit, the travel

cost was increasing gradually

• Call costs for International long distance calls to talk within KPIT Cummins associates has

been growing gradually

9





Challenges

• Uptime of Internet

• Due to having multiple service providers and manual shifting of traffic from failed internet

link to other link, Internet connectivity had downtimes

• Multiple providers and service levels

• KPIT Cummins was looking for a global service provider that would have a significant

presence in India and could also deliver the network in its countries of operation with

global service delivery, cost and network availability

• Cost effective ODC – onshore connectivity

• KPIT Cummins being an IT services company, its customers’ onshore network needs to

be connected to the offshore development centers (ODCs) in India. Traditionally,

customers were asking KPIT Cummins for a dedicated link as there was no local

presence of the customer in India

• Dedicated connectivity was expensive and complicated to manage

10



Solution offered





Network consolidation

• Tata Communications offered a solution for consolidation of all

network through Multi-protocol label switching (MPLS) mesh

network for all its 20 domestic and International offices over a

single cloud

• This MPLS had capability to run voice, video and data traffic

• Prioritization and reservation of bandwidth based on the kind of

traffic also can be done

12

Tata Communications is a

single partner for both

domestic and International

connectivity including

managing the dual last mile

resiliency from a different

service provider to ensure

KPIT Cummins gets 100%

availability on the MPLS

backbone

MPLS connectivity (Multiple label switching protocol)

• Internet connectivity was consolidated with 100mpbs

• KPIT Cummins will be upgrading the Tata Communications internet bandwidth from standard to

premium

• Premium internet will help KPIT Cummins to mitigate the risk of submarine cable failure due to

the auto-restoration facility provided by Tata Communications, wherein if the link is down via

Atlantic route, it will automatically be routed through pacific route

• This helps KPIT Cummins to have the maximum uptime

Internet





Voice managed services

Closed user group calling

• With the implementation of MPLS, the existing IP telephony setup was able to make voice calls

within KPIT Cummins with ease, by using the extension numbers

• By using the PC based softphone, users who are travelling could reach any associates via

internet

Audio conferencing services

• Audio conferencing service was provided with

o Highly professional team managing the calls

o Facilities to record the call and operator callback for participants

o Portal for associates to schedule the call directly for those who do not want the operator

to call or having a call in the night

13

Going ahead, KPIT Cummins will be moving most of the traffic to Tata

Communications in the next 6 months’ time





Voice managed services

Voice IPLC(International private leased circuit)

• Voice IPLC from Tata Communications is used to call the customers that are not part of the

KPIT Cummins closed user group (CUG) network

• As most of our customers are outside India, all voice calls that happens with our customers

happen via Voice IPLC

PSTN circuits

• KPIT Cummins uses Primary rate interface (PRI) circuits in India for PSTN (Public switched

telephone network) calls

• This primarily used for domestic calling and when any of its associates needs a call to be

patched to the customer which cannot be accomplished through MPLS CUG (Closed user

group) cloud

14





Telepresence

• KPIT Cummins chose Tata Communications Telepresence services as it had extensive

experience in implementing and managing large Telepresence setups

• KPIT Cummins was looking for single vendor who could manage both Telepresence

and the MPLS network to provide end to end commitment

15

KPIT Cummins will be going ahead with managed services for Telepresence

shortly





The Telepresence solution offered by Tata Communications

includes

• 9 Telepresence equipment, 16 party Telepresence component switch and a VPN gateway for

connecting the third party Telepresence devices or third party/traditional video conferencing

devices with our customers through internet

• Outlook based scheduling

• One touch Telepresence call

• Global helpdesk to schedule the call

• Calendar, and they are automatically show

• Capability to interoperate a laptop PC or iPad in a Telepresence call for mobile workforce via

Internet

• Integration with Cisco IP telephony system

16

Telepresence (Contd.)



Benefits





Benefits

18

Effective demonstration of capabilities

• During customers visit to KPIT Cummins’ head quarters by bringing in the right

experts from different geographies via Telepresence

• Whenever customers wanted to interact, Telepresence could interoperate with

traditional video conferencing systems at their end as well

KPIT Cummins custom global network cloud

• Built by Tata Communications is an easy option available for their customers to

connect to this network cloud quickly and in a cost effective way from their

respective local country

• This avoids expensive dedicated connectivity to the ODC (offshore development

center)

• This increased engagement with our customers and prospects which in turn had

a positive impact on winning new business

Improved customer experience and business impact





Benefits

With the implementation of the network, voice and video services, the overall

productivity and efficiency of our associates went up significantly as they were able

to avoid travel and focus on projects

• Internal reviews Most of the internal meetings like Sales, HR, finance, business, quality reviews

and internal appraisals happen via Telepresence for the geographically

dispersed team which made them experience and feel as though they were

sitting next to each other

• Onshore and offshore project reviews As a global organization, 30% of employees work from the customer site as

KPIT Cummins follows onshore, offshore model. Using Telepresence solution,

onsite project team can see the offshore project team and can share

imperatives and requirements of the project more effectively

19

Increased productivity





Benefits

• Increased utilization rate KPIT Cummins could see considerable usage of Telepresence and it has

provided a Wow experience in collaboration, as they could see the huge

difference between the traditional video conferencing and Telepresence and

usage is increasing day by day

• Improved collaboration With easy use of inter office voice communication by calling through

extension numbers, the level of collaboration increased significantly

20

Increased productivity

• Tata Communications delivered the services in 6 weeks’ time including

the dual last mile from the date of purchase order

• KPIT Cummins observed significant efficiency and swiftness in dealing

with Tata Communications during pre & post implementation phase

Swift implementation: faster global delivery





Benefits

21

• With the operationalization of the network consolidation, voice and video

services, KPIT Cummins communication and travel cost has drastically

reduced

• All the interoffice communication became free of cost, and it encouraged

associates to start collaborate more among them to resolve business

issues without worrying about the international telecom expenses that they

were incurring earlier

Reduced communication and travel cost

Single network & collaboration partner to manage • Guaranteed service level

With Tata Communications managing the network, voice and video services,

it offered guaranteed service level for KPIT Cummins

• Dual last mile management

As an end to end partner Tata Communications manages the dual last mile

resiliency, taking the link from the different service provider to ensure we

get 100% availability for our interoffice communication





Benefits

KPIT Cummins experienced that it has not seen a single downtime for any of

the links on MPLS from Tata Communications and there is always a

complete availability of the services and found it more reliable compared to

any other service providers

22

Superior reliability of the network

Tata Communications made billing and invoicing simpler and flexible for

KPIT Cummins; inspite of generating different entity billing in different

countries, the bill comes to the single point to KPIT Cummins’ headquarters

which reduces a lot of administrative efforts within KPIT Cummins

Flexible global invoicing and billing




Thank you

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