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Transforming Service Delivery: Multi-Year Partnership with a Leading OEM in Power Equipment and Drives

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In continuation of our growth journey and offering competent solutions in the Service Delivery automation software platform, We are excited to share  our new multi-year partnership with a world’s leading OEM in power equipment and drives. The partnership aims to transform their service delivery in both field operations and workshop service centers.

Challenges Faced

Despite their industry leadership, the company faced several challenges in service delivery:

  • Inefficient Workflow & lack of customization in legacy system: Manual processes in scheduling and task assignment led to delays and increased operational costs. Limited feature sets and customizations in the legacy system limited the solution's ability to adopt to business and process changes

  • Limited Visibility & data in silos: Lack of real-time data & in silos made it difficult for field teams to respond swiftly to customer needs.

  • Customer Satisfaction Issues: Lack of real time visibility of contracts and service performance lead to Increasing complaints about response times and service quality affecting contract renewals and in efficiency in payment collections leading to revenue impacts.

Transforming contract management and service delivery through the Cloudtrac platform

Vitamap offers a customizable low/code no code Cloudtrac platform that requires minimal coding skills, enabling rapid implementation and adaptability. This approach allows us to customize the solution to meet the specific contract management and service delivery automation needs of the Drives and Motors Provider. Along with Vitamap's professional services experience and expertise the engagement is looking to transform the service delivery in the coming years across the country for the customer.

Key Features of the solution

  1. Automated Task Management: Streamlines the assignment of tasks to field technicians, reducing delays and improving efficiency.

  2. Real-Time Monitoring: Provides field teams with access to live data, enabling quick decision-making and enhanced responsiveness.

  3. Integrated Communication: Facilitates seamless communication between field teams and back-office staff, ensuring everyone is on the same page.

  4. Custom Reporting: Allows for tailored reports that help management track performance metrics and identify areas for improvement.




Implementation Process

Phase 1: Assessment and Planning

We began with a thorough assessment of the customers existing workflows and pain points. This involved consultations with key stakeholders to understand their unique requirements and expectations.

Phase 2: Customization and Integration

Our team customized the Vitamap solution to align with their specific operational needs. This phase included integrating our solution with their existing systems for inventory management and customer relationship management.

Phase 3: Training and Rollout

We conducted comprehensive training sessions for field technicians and service center staff, ensuring they were equipped to leverage the new system effectively. The rollout was phased to minimize disruptions, allowing for adjustments based on initial feedback.

Expected Outcomes

Enhanced Efficiency

With the Vitamap solution in place, we anticipate a significant reduction in response times. Automated task assignments will streamline operations, leading to faster service delivery.

Improved Customer Satisfaction

By providing real-time visibility into service operations, the Client can respond more swiftly to customer inquiries and issues. We expect to see an increase in customer satisfaction scores as a direct result of these improvements.

Cost Savings

The implementation of automated processes is projected to reduce operational costs, enabling the company to allocate resources more effectively and focus on growth.

Conclusion

Our multi-year partnership with the one of world’s leading OEM in power equipment and drives marks a significant step towards revolutionizing their service delivery. By implementing our Vitamap solution, we are confident that we will enhance their operational efficiency, improve customer satisfaction, and set a new standard for service excellence in the industry.

Stay tuned for more updates as we continue this exciting journey together!

Contact us @ sales@vitamap.com



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