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

5

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

7

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!