TIM Brasil improves customer service using Oracle Cloud Infrastructure

TIM Brasil is a telecommunications firm that offers high-speed mobile and broadband services  for more than 50 million citizens throughout the country. Since the beginning of 2020, the company's biggest goal was to become the most popular telephone operator in Brazil by the end of 2023. According to CIO Auana Mattar, this meant that, besides investing in customer-oriented innovation, the company needed to achieve excellence in customer service and sales processes. In addition, the telecom wanted to improve the quality of services and products to delight consumers.

During the pandemic, telecommunications services were classified as essential by the federal government. "We are talking about people's daily lives. Professional lives, personal lives, being connected with family and friends, having access to facilities. People go to sleep and wake up with their cell phones. It's a very close relationship," says Mattar.

In this context, the company’s main drivers for transformation involved processes that directly affected the customer experience. TIM Brasil saw the need to invest in innovation and customer experience while increasing the efficiency of operations. One option was to migrate its on-premises infrastructure, where a majority of databases are with Oracle, to the cloud in order to provide faster response to demand. On important dates such as Black Friday, for example, the company would put this flexibility to use to quickly scale capacity as needed.

TIM chose a multicloud approach. It selected the Oracle Cloud and Microsoft Azure Interconnect in Brazil to take advantage of the best of both Oracle Cloud Infrastructure (OCI) and Microsoft Azure. With Interconnect, TIM Brasil can run critical workloads on Oracle Exadata Database Service, Oracle Enterprise Database Service, and Oracle Cloud VMware Solution, while running SAP HANA and VDI workloads on Azure. In total, TIM will transfer two data centers to the cloud, totaling more than 8,000 workloads and 16 petabytes of storage.

This strategic partnership with Oracle will help sustain TIM’s business in the coming years by enabling the creation of more innovative products, more efficiency, and a better customer experience. It will also bring new business possibilities.

The telecom’s Siebel CRM platforms gather all postpaid information and total more than 16 million consumers. Scaling additional capacity as needed was quite simple and easy.

Next, the company transferred prepaid subscribers and, later, the workloads of the application domains, such as the answering platform and call routing. Currently, the company is migrating the postpaid, control, and corporate invoicing system. Interconnection of systems and services is facilitated by OCI API Gateway.

After the migration, the time required to handle customer service inquiries fell by an average of 50%—and for some segments, the reduction was up to 65%. In addition to improving efficiency and focus, the cloud migration has created a more secure environment that better protects customer data and ensures greater business resilience.

Accenture in Brazil led the transformation effort after assessing the on-premises environment. This included key insights into workload mapping, network egress savings, and cloud platform shapes to support the overall cost analysis. This complex project required tight collaboration with the OCI team for the critical first steps in moving everything to the cloud.