1Telecom Service Overview DGs under AMCAnnual FSRs (nos)Field TechniciansService DealersF06450062,77520070+100,000+837,000 X33800+192+F12
2Concerns in Present System Delays in getting details & FSRs from Pan India Network.Hugh Manual Paper work.Present GAPs in FSR QualityIncomplete and inconclusive Service detailsMissing Spares & consumables.Site faults / discrepancies not captured.Important aspect of DG values / condition not captured.Illegible writingCustomer representative’s signatures illegible / forged etc..
3eFSR Mission Customer Satisfaction 1. Fast ResponseRiseAlternate Thinking2. Better Field Service Quality3. Effective Tracking4. Qualitative Analysis5. Authentication & Validation6. Sustainability
5Application Details Android based Mobile application Simple user interface – User only to select Radio button / Dropdown menu.Available in 14 Local language.Users/Customer’s signature to be taken directly on the touch screen.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.For report & analysis portal interface is provided.
7eFSR Module Schedule / Plan Generation Attending Site & eFSR Data .capturedon M&MServer .Reports/ AnalysisSharingWithCustomersService recording through Mobile
8Faster 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 eFRSSite Attended Time (Efsr Opening time)eFSR save Time (Mobile)eFSR Submit time (Submitted On Server)
9Better Quality Of FSR Report Reports are system generated hence Report quality is constant & Uniform.In eFSR Following Fields are available with Pictures for validation,SiteHour MeterOil LeakageFuel LeakageCondition of RadiatorRadiator CapBattery availabilityAutomation FunctionalSafety ConnectionDG internal / External CleanlinessCustomer representative Photograph
10Better Quality Of FSR Report In eFSR following fields are available to validate service,Site Attended – Date & timeeFSR save TimeeFSR Submitted Time.MAGIEC representative Name, Mobile Number & Signature Along with remarksCustomer representatives Name, Mobile Number & Signature along with remarksLAT. LOG. Information – Location from Where eFSR is captured in MobileSpare part pictureDesignation of Customer representative.
11Key DifferentiatorsDevelop & implement solution for DG set management : e FSRCaptures 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:
12Key DifferentiatorsDevelop & implement solution for DG set management : e FSRRESULT / IMPACT are under Observation for last 3 Months
13Qualitative Authentication & Validation LAT – LOGSite Attended TimingsDG Hour Meter.Component PictureService Authentication – Before submission of eFSR we are capturing Customer representative Designation, Name, Mobile number & Signature along with remark.
149229319199 Future……. SMS Based Complaint Registration Time Bound EscalationSMS & 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.
15Comp. Registration on Portal. eCONNECTData Submitted To Suvidha PortalText SMS toAcknowledgement SMS with Ticket NumberClosure confirmationPlane Pre-Formatted Complaint SMS ore-CONNECT mobile applicationNo call centre Involved – System Generated Complaint registration & response to customerStatus UpdationCall Closure – Directly from customer site. (Mobile Device)After Submission of eFSR for respective Engine – Call will get closed.Complaint closureComp. Registration on Portal.Time Bound Auto escalations – MAIL & SMS in case of Failure in Closuree- COMPLAINT15
16Key Differentiators e Connect - Complaint Management Effects: Pilot Launch at Haryana Circle on 26th Nov’12SLA Tracking through e Complaint Management is appended below:Launch Plan in Rajasthan, Gujarat & UP West in 29thJan’13