Hitachi Hi-Rel Power Electronics, a Hitachi Group company is a world leader in power electronics through its UPS, drives, automation, Solar inverters and other products. Hitachi serves its Pan-India operations through four regional offices with 100s of customers across various industries including banks, large manufacturing plants, education institutes and many others. Running this complex Sales, Support & Service operation is an integral to growth & revenue realization aspirations of Hitachi Hi-Rel Power Electronics.

FarEye has helped Hitachi address business needs of reduced customer turnaround time and has successfully improved the productivity of its field engineers.

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Situation before FarEye

  • In addition, being an industrial manufacturer, Hitachi is also responsible for installations, customer visits and managing annual maintenance contracts. Given the wide market reach Hitachi was responsible for attending numerous customer calls a month and providing technical support and services.
  • Hitachi had a de-centralized service support system, where customers had to call in a local number based on the location and then the regional coordinators would take up those requests and accordingly process requests and assign engineers to each of those calls.
  • The company receives nearly 1300 service calls each month from customers across India and its 110 field engineers are expected to address those calls and provide technical support by visiting the locations.

“ Since the system had a human factor, there were situations of human negligence like the regional coordinator was unable to respond to customer calls or forgot to process the request or even at times failed to inform the field engineer to visit the customer ’’

– Prashant Hatkar

Challenges

  • Struggle to address high number of customer calls on a daily basis and assignment of field engineers to those calls
  • The decentralized system managed by regional coordinators lacked mechanism to maintain and record customer calls, service requests and queries and properly address them
  • Situations of human negligence like the inability of the regional coordinator to respond to customer calls or forgetting to process the request or even at times failing to inform the field engineer to visit the customer
  • Failure to send back documents related to installation, customer visits and service completion leading to inability to bill the customers leading & further delayed payments

Solution

Hitachi deployed FarEye’s mobility solution. Post FarEye’s deployment, customers could dial in the toll free number to raise service requests and provide the product serial number as the product related database was already configured with the FarEye which automatically generated messages in real-time to the regional coordinators and the field engineers were assigned service requests.

The field engineers are provided with a mobile application; where in the customers have to sign after service is completed. This immediately helps to generate service completion certificate, which enables the company to raise bills and service invoices against the customers.

Better control and tracking of the overall service operations
Accurate information of its service operations to gauge the daily performance
Real time data collection allowing easy analysis and operational overview
On-time revenue realization

Change with FarEye

Better control and tracking of the overall service operations

Error free operations due to reduction in human dependency

Accurate information of its service operations to gauge the daily performance of the backend staff and field engineers

Real time data collection allowing easy analysis and operational overview

FarEye has helped company address business needs of reduced customer turnaround time (TAT) and improves productivity of its field engineers.

With FarEye, Hitachi was able to successfully bring down its response time to the customer and increase the field workforce efficiency.

Service & Maintenance industry

FarEye’s solution for Field Service Management enhances a customer’s journey with the brand by uberizing your workforce and leveraging intelligent scheduling to increase your first time fix rate, meet SLAs & improve resource utilization

About us

FarEye’s technology solutions revolutionise enterprise operations by empowering the field workforce of a client company using a powerful mobile platform. FarEye’s intuitive dashboard delivers real-time visibility to CXOs to better serve their customers. This empowers the enterprises to build a competitive advantage by improving its agility. Read more

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