Industry: Telecom (Mobile)
Solution: Ticketing tool/software
Business Challenges
- Managing the repair and maintenance related tasks of store display branding across their 25000+ stores spread across the country
- Ensuring the brand image is intact and the stores in perfect condition at any given time was causing a challenge for the branding team.
- As entire management of the repairs and maintenance of these displays were done over emails, it was taking the Client more TAT to rectify the issues
- Email resolution being manual and managed by team members led to some tickets being disregarded due to large number of tickets raised
Solution provided
We developed a end-to-end Ticket Management tool to help the client service teams, manage service requests and incidents. As the client’s customers expect a high level of service have a ticketing management tool was essential.
Benefits
Financial
Revenue
- The client was able to capitalize on the complete automation of the business process reducing the oversee errors, duplication of work/bills
- Decrease in cost of the repair and maintenance work due to central sourcing of service providers
Cost
- A ticketing software/tool make it possible to route service tickets to an appropriate agent based on predefined rules.
- Reduction in cost pertaining to effort to reach out to local vendors
- 24/7 availability without increased overhead related costs
Productivity
- 10X times reduction in turn around time taken for maintenance activity
- 20X reduction of errors in overseeing the repair and maintenance related tasks
- Decrease in the entire turn around time – from spotting the damage to rectification
- Improved the customer service workflows
- Ticket analytics: the data is a valuable source of insights for our Client for customer service optimization, and this ticketing system helped them gather data and analyze it systematically.
Customer Experience
- Enormous boost to the brand identity of Client as stores are able to rectify error and damages immediately
- Positive reviews as a result of reduced time and reduced errors
- The finance can audit any and every repair task undertaken with supporting images, materials used time taken to complete the task.
Scalability
- As there is no dependency on resources, the automated ticketing system is real-time and highly scalable