Customer Success Story : Quick on-boarding for India’s Growing Telecom Infrastructure Service Provider
As a company they are committed to excellence in customer service, creativity and integrity. They were also keen on being ecologically conscious and in their line of business that means using paperless system to get the job done.
We recently added ISO 9001:2008 and OHSAS 18001:2007 certified Telecom Infrastructure Service provider based in Bangalore. They provide end-to-end Optical, Wireless, and Telecom services to an impressive set of global telecom equipment suppliers.
They were running a complicated system of phone calls and excel sheets that allowed for easy slips in the process. Add to that the complexity of multiple clients and complex compliance processes for each of the clients. We approached them with mEdge and its many possibilities to solve the complexities.
We set up their telecom services team with the readily available Preventive Maintenance and Complaint Management workflow. The transition from the previous process to an app-based process was seamless and the team at the customer organisation were able to see the advantages quite clearly.
Before long, they were suggesting mEdge to be used by other field processes within the organisation. A field based auditing team and teams working on various other clients were shortly onboarded.
Two months down the line, the coordinators are able to :
- Manage critical breakdowns within agreed SLA’s with greater visibility of the proceedings on field
- Manage spare requests and ensure timely delivery of required parts
- Less room for error as manual data entry is eliminated
- Audit teams are able to accomplish better compliance supported by rich media
- Achieve the overall objective of running an eco-friendly business
Mohan - a coordinator using our platform says “We have seen many advantages with the implementation of mEdge. Tracking FE’s and updates on level of completion for each job, material details at site is what we find great value in. The app is very useful and has very relevant features for our staff. We are in the process of streamlining internal processes to realize the full value of using the platform for our field activities”
The success of this client depended on how quickly we are able to start showing returns and earn buy-in from users and management alike. We managed to turn it around with the readily available workflows and how quickly we were able to onboard users and have the field teams up and running geared with mEdge.
Do you have similar roadblocks with your field teams? Write to us at firstname.lastname@example.org to discuss how Vitamap can help you.