HITACHI

FarEye has helped Hitachi address business needs of reduced customer turnaround time

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A retail experience for the digital age

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 maintains 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 these complex Sales, Support & Service operations is integral to the growth & revenue realization aspirations of Hitachi Hi-Rel Power Electronics.

 

Situation Before FarEye

  • In addition to 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.
  • 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.
  • 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.

“ 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

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

Challenges
  • Struggle to address the 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 a 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; wherein the customers have to sign after the service is completed. This immediately helps to generate service completion certificate, which enables the company to raise bills and service invoices against the customers.

 

Results
with Fareye

  • 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

Through constant vigilance and
standardization of the entire
process, the benefits received by Hitachi were:

  • 1
    Better control and tracking of the overall service operations

     
  • 2
    Error-free operations due to reduction in human dependency

     
  • 3
    Accurate information of service operations to gauge the daily performance of the back-end staff and field engineers

     
  • 4
    Real-time data collection allowing easy analysis and operational overview

     
  • 5
    Reduced customer turnaround time (TAT) and improved productivity of field engineers.

     

     

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