farm equipment sector 0. dgs under amc annual fsrs (nos) field technicians service dealers dgs under...
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Farm Equipment Sector
1
Farm Equipment Sector
DGs under AMC
Annual FSRs (nos)
Field Technicians
Service Dealers
F06
4500
62,775
200
70+
Telecom Service Overview2
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
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• Incomplete and inconclusive Service details• Missing Spares & consumables.• Site faults / discrepancies not captured. • Important aspect of DG values / condition not captured.• Illegible writing • Customer representative’s signatures illegible / forged etc..
Farm Equipment Sector
eFSR Mission Customer Satisfaction4
1. Fast Response
2. Better Field Service Quality
3. Effective Tracking
4. Qualitative Analysis
5. Authentication & Validation
6. Sustainability
Rise
Alte
rnat
e T
hink
ing
Farm Equipment Sector
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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/Customer’s 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.
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Farm Equipment Sector
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MAGIEC
Customer
M&M
POWEROLSUVIDHA Infrastructure
Farm Equipment Sector
eFSR Module8
Schedule / Plan
Generation
AttendingSite & 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)
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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 Meter3. Oil Leakage4. Fuel Leakage5. Condition of Radiator6. Radiator Cap7. Battery availability8. Automation Functional9. Safety Connection10. DG internal / External Cleanliness11. Customer representative Photograph
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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.
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Farm Equipment Sector
Key DifferentiatorsDevelop & 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 DifferentiatorsDevelop & 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.
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Farm Equipment Sector
9229319199SMS 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
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Call Closure – Directly from customer site. (Mobile Device)After Submission of eFSR for respective Engine – Call will get closed.
eCONNECT
e- COMPLAINT 16
Text SMS to 9229319199
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
Clos
ure
confi
rmati
on
Farm Equipment Sector
Effects:
Pilot Launch at Haryana Circle on 26th Nov’12
SLA Tracking through e Complaint Management is appended below:
Key Differentiatorse Connect - Complaint Management
Launch Plan in Rajasthan, Gujarat & UP West in 29thJan’13
Farm Equipment Sector
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Thank You!