ACME Group is a player in energy management and solutions for the wireless telecommunications and alternate energy sector. It prides itself as a pioneer in the development of technology solutions that are environment-friendly. The company, which recently won the highest capacity solar projects with 50 MW in Uttarakhand auction, has its products installed over 1.5 lac telecom sites across the globe. The energy solutions provider aims to generate 7500 MW solar power by 2017.
The company has around 2000 field technicians across the globe who manage the telecom sites and projects. There were many pending open tickets long overdue and they were not able to meet the SLAs. As a result, the company had to pay huge penalty to the customers.
The business was on risk because of the pathetic customer experience which resulted from poor data governance and lack of data visibility. The company was facing tough challenge in RCA, because all data was manual and non-authentic. Hence, maintaining the telecom site was an expensive proposition. Data security was a big concern since all facilities used device carrying company data.
The implementation
The IT team of ACME developed a mobile application for all field technicians and to analyze data they developed a business analytics dashboard for all technicians. To optimize the budget, they have opted for BYOD through MDM where 50% of the cost is being borne by the company. All technicians were made to pay some amount on a monthly basis for a period of two years. Once they are done with the payments, the technicians will own the devices. The app developed was installed across the 2000 technicians’ device.
All technicians are now required to do their daily activity through mobile app only thus doing away with all manual activities. The data along with their other activities is monitored online by admin.
Business benefits
The implementation created huge impact for the organization where billing cycle reduced from 60 days to 0 day. ‘Productivity of employees has increased by 36% while average call completion time came down to 52 hours from the earlier 82 hours,’ says Manoj Kumar, CIO at ACME Group. ‘The company also saved annual penalty worth Rs 20 crore,’ Manoj adds.
Plus, the company realized new business opportunities from existing customers and in fact they have already initiated new businesses worth Rs 100 crore.
‘Convincing the top management about the ROI was a big deal given that the investment was huge,’ says Manoj. Convincing the technicians to pay the monthly installment for the device was another hurdle. Technicians were skeptical about their activities being monitored online by management. The company has recently developed another app around their solar project which Manoj says will impact them immensely.
