Presentation on theme: "Farm Equipment Sector 0. DGs under AMC Annual FSRs (nos) Field Technicians Service Dealers DGs under AMC Annual FSRs (nos) Field Technicians Service Dealers."— Presentation transcript:
DGs under AMC Annual FSRs (nos) Field Technicians Service Dealers DGs under AMC Annual FSRs (nos) Field Technicians Service Dealers F06 4500 62,775 200 70+ Telecom Service Overview1 100,000+ 837,000 X3 3800+ 192+ F12
Farm Equipment Sector Concerns in Present System Delays in getting details & FSRs from Pan India Network. Hugh Manual Paper work. Present GAPs in FSR Quality 2 Incomplete and inconclusive Service details Missing Spares & consumables. Site faults / discrepancies not captured. Important aspect of DG values / condition not captured. Illegible writing Customer representatives signatures illegible / forged etc..
Farm Equipment Sector 4 eFSR –Innovative IT Tool
Farm Equipment Sector Application Details 1. Android based Mobile application 2. Simple user interface – User only to select Radio button / Dropdown menu. 3. Available in 14 Local language. 4. Users/Customers signature to be taken directly on the touch screen. 5. Remarks are text fields but if technician want to enter remarks in local language then he can enter the same directly with the touch screen. 6. For report & analysis portal interface is provided. 5
Farm Equipment Sector eFSR Module 7 Schedule / Plan Generation Attending Site & eFSR Generation Data. captured on M&M Server. Reports / Analysis Sharing With Customers Service recording through Mobile
Farm Equipment Sector Faster Response Through Reduction is processing time Real Time Data Updation- After Submission, eFSR report & is getting updated on Mahindra PORTAL within 10 Sec. Analysis Reports are readily available on Mahindra portal. Critical Time Fields are getting captured through eFRS 1.Site Attended Time (Efsr Opening time) 2.eFSR save Time (Mobile) 3.eFSR Submit time (Submitted On Server) 8
Farm Equipment Sector Better Quality Of FSR Report Reports are system generated hence Report quality is constant & Uniform. In eFSR Following Fields are available with Pictures for validation, 1.Site 2.Hour Meter 3.Oil Leakage 4.Fuel Leakage 5.Condition of Radiator 6.Radiator Cap 7.Battery availability 8.Automation Functional 9.Safety Connection 10.DG internal / External Cleanliness 11.Customer representative Photograph 9
Farm Equipment Sector Better Quality Of FSR Report In eFSR following fields are available to validate service, 1.Site Attended – Date & time 2.eFSR save Time 3.eFSR Submitted Time. 4.MAGIEC representative Name, Mobile Number & Signature Along with remarks 5.Customer representatives Name, Mobile Number & Signature along with remarks 6.LAT. LOG. Information – Location from Where eFSR is captured in Mobile 7.Spare part picture 8.Designation of Customer representative. 1010
Farm Equipment Sector Key Differentiators Develop & implement solution for DG set management : e FSR Captures Service Quality – Report is shared with Customer for the discrepancies observed like DG w/o battery, Safety failure, PIU time high, radiator cap missing etc. Sample report for Bharti Infratel - Bihar is appended below:
Farm Equipment Sector Key Differentiators Develop & implement solution for DG set management : e FSR RESULT / IMPACT are under Observation for last 3 Months
Farm Equipment Sector Qualitative Authentication & Validation LAT – LOG Site Attended Timings DG Hour Meter. Component Picture Service Authentication – Before submission of eFSR we are capturing Customer representative Designation, Name, Mobile number & Signature along with remark. 1313
Farm Equipment Sector 9229319199 SMS Based Complaint Registration Time Bound Escalation SMS & Auto Mails For Complaint alert, Escalation & Closure information. Complaint ticket reopening Facility If customer is not satisfied. Complaint closure directly through site by eFSR submission. Future…….
Farm Equipment Sector 1515 Call Closure – Directly from customer site. (Mobile Device) After Submission of eFSR for respective Engine – Call will get closed. eCONNECT e- COMPLAINT 15 Text SMS to 9229319199 Plane Pre-Formatted Complaint SMS or e-CONNECT mobile application Plane Pre-Formatted Complaint SMS or e-CONNECT mobile application Data Submitted To Suvidha Portal Acknowledgement SMS with Ticket Number No call centre Involved – System Generated Complaint registration & response to customer Comp. Registration on Portal. Time Bound Auto escalations – MAIL & SMS in case of Failure in Closure Complaint closure Status Updation Closure confirmation
Farm Equipment Sector Effects: Pilot Launch at Haryana Circle on 26 th Nov12 SLA Tracking through e Complaint Management is appended below: Key Differentiators e Connect - Complaint Management Launch Plan in Rajasthan, Gujarat & UP West in 29 th Jan13