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Transforming Service delivery & Life Cycle Management via Cloudtrac

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We are excited to announce a transformative multi-year partnership with a prominent Electrical Service Provider. This collaboration aims to enhance service delivery in field operations. In this blog, we’ll delve into the details of this partnership, the challenges we aim to address, and the innovative solutions we’re implementing to drive efficiency and customer satisfaction.

Challenges Faced

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

  • Inefficient Workflow: Manual processes in scheduling and task assignment led to delays and increased operational costs.

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

  • Customer Satisfaction Issues: Increasing complaints about response times and service quality threatened their reputation.

Vitamap's Cloudtrac Solution offers a flexible, user-friendly platform that requires minimal coding skills, enabling rapid implementation and adaptability. This approach allows us to customize the solution to meet the specific needs of the customer.

Streamlined Service Workflow for Seamless Operations

Our service workflow is designed for efficiency — from ticket creation to closure.

Service requests are initiated manually by Customer, capturing key details such as customer information, PO, planned date & time, and service type.
 Currently, Bangalore operates as the central hub managing all service activities.

Once a ticket is created, the team coordinates with the customer to schedule an appointment. The assigned engineer accepts the ticket, visits the site, and performs the required service — be it Preventive Maintenance (PM), Breakdown, Installation & Commissioning (I&C), or Spare Supply.

During the visit, the engineer tests all components, completes the digital checklist in mEdge, and updates the service status. If a visit needs to be paused, the system allows logging the reason and the next appointment details.

Upon service completion, a notification is sent to Finance, who then raises the invoice. Once payment is cleared, the ticket is officially closed, marking the end-to-end completion of the service cycle.

Smarter Contract Management with Automated Scheduling

Our Contract Management workflow streamlines how service visits are planned and executed. Each contract captures key parameters like customer details, PO information, service type, total service days, and visit frequency (yearly, half-yearly, or quarterly).

Currently, Bangalore operates as the central hub for all contract-based services. Tickets for Preventive Maintenance (PM) or Breakdown can be created manually by the operations team or automatically based on contract timelines.


For example, if a contract runs for a particular time period (1 year) with a quarterly visit plan, the system automatically generates four tickets spaced three months apart. Similarly, half-yearly plans create two tickets, and yearly plans create one.

Each ticket can include sub-tasks to track specific activities and updates. Once created, the team coordinates with customers to schedule visits and assigns the tickets to engineers for execution — ensuring a seamless, predictable, and efficient service cycle.

Expected Outcomes

Enhanced Efficiency

With the Vitamap's Cloudtrac 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 Electrical Service Provider 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 this Electrical Service Provider marks a significant step towards transforming their service delivery. By implementing our Cloudtrac 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!

For more information please email us at sales@vitamap.com
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