One of India's leading Telcos had outsourced the maintenance of their DG sets installed in Telecom towers across the country. Total sites under contract was more than 30000 and spanned the length and breadth of India.

The DG set vendor had to deliver stringent SLA based maintenance support to all the sites. Saleswah service CRM software was deployed - web and mobile based- across the operations.

Struggling with their outdated software, customer wanted to achieve a few key goals.

Updated health status of assets under management, planning replacements, optimizing cost for people, equipment, spares and monitoring, improve territory and route planning and identify skill gaps. Of course, this must improve customer satisfaction.

The entire software implementation spread over more than 25 states, across 4 regional teams and almost more than 90 local teams took more than 3 months. This also included migration of legacy data- both static as well as transaction - from the old CRM system they had outgrown.

Saleswah Service CRM deployment led to widespread improvements in many key operational parameters like response time, SLA compliance, better tracking of asset movement, history, changes and upgrades. It allowed the team to be mobile and communicate and execute decisions faster.

Customer gained total visibility in the stock position at all levels thereby improving critical spares availability, easier stock reconciliation and gaining insight into historical stock usage by site, equipment and technician.

Customer was now able to pull up asset history for every equipment in every site, handle contract assignment per equipment and site, deliver service based on contract commitments and stop revenue leakage. 

Improvement in asset health, better SLA compliance, identifying pockets of good and bad performance, eliminating misuse of spares and lubricants and passing quality audits were the strategic gains as per the customer top management.

A massive implementation like this helped us finetune our offering and made it possible to offer a service CRM that is largely user customizable. To a large extent, what we see of Saleswah CRM service, is shaped by this.