"We manage the manpower resources efficiently for effective service delivery to the customers"

How important is Digital Transformation for your own organization?

We, being in the IT Infrastructure Support business, it is highly essential for us to update the customers on the status of the Ticket on the real time basis. To improve the efficiency, it is very essential for us to keep track of the performance of the resources. Also, the Financial Health monitoring with minimized manpower resource is essential for us to be competitive in the industry. Hence Digital transformation is highly important for our organization.

How have you geared your organization for this transformation? What are the latest technologies that you have adopted in recent times?

Though our service ticketing process are well set and being practiced since over 10 years, it was not automated / data was not captured on a real-time basis. We initially started collecting the data in offline mode and identified few important points where the process needs to be fine-tuned. This include generating service tickets, assign, monitor the status of each ticket, initiate necessary action wherever required and report. We tested few service ticket software solutions and narrowed down on Hubbler. This is a Mobile app and cloud based solution, where our service ticketing process is managed, apart from employee attendance and leave management, tracking the resources on field, automation of conveyance claims with validation, building of Knowledge base where the technical solutions are shared for faster resolution of tickets and real-time reporting.

Mention one technology adopted by your organization that has helped you to offer better service to your customers.

Mobile app with cloud technology that we adopted, is giving good transparency to our customers to get an update on the service tickets related to the respective customers. Also, for our internal resources this helps us respond to the escalations that arise. With lesser effort and resources we could share the periodical report to the customers on our service delivery performance. Hence, we are able to save cost on resources, improved efficiency in service delivery and being competitive in the industry.

Please mention the key differentiation factor of your organisation in this crowded marketplace.

We manage the manpower resources efficiently for effective service delivery to the customers. With this we can offer flexible solutions to the customers in cost effective way. I would say this is the key differentiation factor for us to be competitive. Also, we select our vendors who offer scalable solutions and “pay-for-the-usage”, which help us.

Who are the key vendors you have engaged for Digital Transformation and Business Transformation?

Hubbler is the key vendor with whom we engaged for the mobile app and for the cloud service. Also, we have our internal team who are specialized in implementing such solutions. We are also partnered with Ingram Micro & Redington for Cloud solutions from AWS, Azure, etc.

Vijayakumar V, Chief Operating Officer, Symmetrix Computer Systems