TVS CREDIT FUELS CUSTOMER DELIGHT WITH ORACLE FUSION

Legacy-to-Modern CX Migration powered by Virtuos Digital boosts service agility, omnichannel excellence, and AI-readiness for TVS Credit customers.

Integrations, including Loan Origination and Repayment Management Systems: >10
As of 2025, TVS Credit has 19Million+ customers across India .: >19 Million
TVS Dealers are supported by hundreds of CSRs at TVS Credit: >10,000
As of 2025, Billion Interactions are in migration to Fusion CX Stack: >Billion

About TVS Credit

Empowering India’s Financial Aspirations

TVS Credit Services, part of the century-old $6 billion TVS Group, is a Non-Deposit taking NBFC registered with the RBI. It is the leading retail financier for TVS Motor Company Limited.

To enhance customer experience and streamline service operations, TVS Credit migrated from its legacy Oracle RightNow CX to the Oracle Fusion CX Stack (Service Cloud)—both implemented by Virtuos Digital under the Consultare | Oracle XM Practice team. Backed by a strong digital platform and simplified processes, TVS Credit continues to deliver fast, reliable, and customer-first financial solutions across India.

Mission of TVS Credit

Delivering Superior Customer Experience Across India

TVS Credit Services aims to empower customer-centric growth by offering fast, seamless, and reliable financial services through digitally optimized touchpoints and intelligent support systems.

No 360-Degree Customer View: Customer data was siloed across systems, limiting visibility and service personalization.
Lack of Centralized CX Platform: Disconnected tools created inefficiencies and inconsistent experiences across service teams.
Limited Self-Service Capabilities: Customers lacked access to modern digital channels for support, increasing call volumes and agent load.

Virtuos ExperienceEdge™ Approach

Virtuos Digital—Consultare, a long-standing Oracle Gold Partner, led a complete CX transformation at TVS Credit by implementing the Oracle Fusion Service Cloud, replacing the decade-old Oracle RightNow CX system. This end-to-end migration ensured seamless data integrity, modern UI, and AI-readiness for hundreds of agents and service users.

Key Highlights:

Customer Engagement Hub (CEH): Integrated over 10 backend systems to deliver a 360° customer view on a single screen.
Omnichannel Orchestration: Enabled customer support across calls, emails, chat, social media, and web self-service portals.
Intelligent Auto-Routing: Reduced Average Handling Time (AHT) via automated ticket assignment to the right service agents.
Operational Efficiency: Lowered call volumes and costs through channel deflection with AI-driven chat and portal support.
Data Localization Compliance: Fusion CX Stack hosted in Indian data centers aligns with India’s data sovereignty norms.

19+ Million Customers

Future Roadmap: Next-gen CX with Agenticles™

In Phase II, Virtuos Digital—Consultare, in collaboration with Oracle, will integrate Agentic AI capabilities through its proprietary Agenticle—part of our Agentic Hub. This AI-driven assistant layer will help TVS Credit representatives accessreal-time lifecycle insights—from financing to ownership of TVS Motor vehicles—fueling smarter conversations and faster resolutions.

10,000+

Dealer Engagement Ecosystem

Virtuos’ implementation also extends to TVS Credit’s vast dealer network, providing mobile and web-based self-service tools. With AI-driven support and expert advisory capabilities, dealers now benefit from efficient case management and streamlined communication with central support teams.

Our experienced and certified Oracle consultants executed one of the most complex global migrations from RightNow to Fusion CX—ensuring future-readiness for TVS Credit.

— Amarinder Singh,

Senior Director, Oracle CX Practice, Virtuos Digital

About Virtuos Digital—Consultare

Virtuos Digital—Consultare (vdc.com) is a seasoned Oracle Partner with over 17 years of Oracle CX expertise and a portfolio of nearly 100 successful global Oracle projects. Our Oracle XM Practice is known for its innovation-led execution, trusted by Fortune clients and disruptors alike.

With frameworks like AI-Velocity™ and Agenticles™, Virtuos brings transformation at speed—empowering businesses to deliver superior experiences, improve operational agility, and unlock data-driven insights.

For more information visit us at www.vdc.com/oracle