by June 30, 2011 0 comments

Bharti Airtel’s Integrated Service Management Automation

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The key business need for Bharti Airtel was to be able to provide customers a consistent view of One Airtel, regardless of their geographical location in the country, maintain quality of service delivery as a benchmark, and reduce operating costs. The back-end IT infrastructure components were being monitored using adhoc scripts which were manual and did not have the end to end visibility on the availability of business applications. Airtel along with IBM conceptualized the Service Management framework using the Tivoli suite, which helped them in addressing the needs of the business, and bridging the existing technology gaps. The monitoring of the infrastructure was deployed using ITM, ITCAM, ITNM. Alarms and Threshold were defined at application level and used for proactive monitoring. This has helped in bringing enormous amount of efficiency within operations. A productivity enhancement of 15% was achieved. With end to end service view available in TBSM, the benefits were realized in terms of faster resolution (reduced MTTR).

Biocon’s Artwork Management System

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Biocon’ s manual processes for managing artwork or the packaging process for labels, leaflets, packages were extremely time-consuming and sometimes error prone as comments at each stage were provided manually and then data entry operators entered the data to create an electronic copy. The artworks errors can even sometimes lead to product re-calls from the market place. There was a lack of automated auditing & reporting and also paper based approach was being error prone. A configurable rules, responsibility and authority based approval process was needed. This project involved an innovative cloud compliant solution with a flexible delivery. The application manages the entire Artwork lifecycle from product initiation by the marketing team to approval from various teams such as formulation, production, quality, regulatory, etc. to the process of printing and archiving approved artworks. Some of its features include single sign on capability, integrated document management, controlled workflows, real-time access to information, and collaborative portal accessibility anywhere and anytime.

BSNL’s TVARIT Plus Work Order Management System

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Leased circuits have been the major source of revenue to BSNL over the years. BSNL has been facing stiff competition in these services from the private service providers. There was a need to make the provisioning and upkeep of leased circuits, more efficient. TVARIT-PLUS Leased Line On-line booking system is one step in that direction, which enables faster provisioning of leased circuits along with automated billing (almost 2000 crore annually) and prevents revenue leakages in the system. Elitecore deployed its Crestel work order management software that effectively manages and tracks the work order process from initial creation to closure in the field. The new system greatly increased transparency at all levels in BSNL. Status of progress of every leased circuit could be monitored transparently by all users The system also generates MIS (Managerial information system) reports which gives daily/monthly/yearly reports on circuits booked, commissioned, pending etc. BSNL has experienced 40 % increase in Circuit booking and payments recorded per month.

ICICI’s Collections Activities Processing System

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Owing to several hurdles such as diverse customer segments, wide spread geographies and increasing delinquencies, collection teams in multiple locations across India were using different philosophies and varied collection strategy for managing the delinquent pool. A central practice was to be put in place to dispel the information from a systematic and controlled environment. The Debt Service Management Group services customers that have an outstanding on loans and credit cards. Debt service was predominantly driven by conventional methods of allocation and collections. The debtors allocation process was completely manual and labor intensive. It was also largely on client server based framework where the information would be contained at local branches and a consolidated experience was not available. The bank employed a Java-based system to implement Collections Activities Processing System (CAPS). The data of every single customer in the system was updated in real time while the previously manual processed list of re-possessed articles was centralized and documented electronically.

M & M Financial Services’s Biz Connect

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For processing loans across rural India, one has to deal with a set of problems such as lack of infrastructure, resource, connectivity and delayed data transfer rate. Also, the business team has to rely on data entry team for business proposals to go online.

Data consolidation was an erroneous task and involved lots of paper work. Putting an end to the slow process, MMFSL BITS implemented MMFSL Biz Connect, which includes a portable handheld solution to meet MMFSL business processing needs. Now, MMFSL Business executives can capture, upload and process text and multimedia based loan data on the move. The device has a back-up of upto ten hours and supports immediate printout of necessary documents in appropriate formats. This project has allowed MMFSL to collect adequate customer data to handle operational risk and compliance, resulting in faster data as well as loan transaction, and has brought their branch right to a users’ doorstep. It is cost effective, swift and less susceptible to errors.

M & M’s Know Your Dealers’ Business On Click

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With growing sales and business and increasing number of channel partners, control and performance monitoring on the channel partners started become very difficult for marketing users. Dealing with a huge number of dealers, to have correct and up-to-date information became very difficult for the sales team. To deal with these challenges, M&M implemented an Auto SMS system and Auto Mail System in which detail level information was captured through an excel file updated via an auto mail to the concerned on weekly basis. Now the Marketing or area office users can drive Text or Audio Sales Campaigns for all prospective customers with various filter criteria. With this implementation, a user could get data on his finger tips without asking the dealers. There was minimal need for sales team to log-on to a web portal to view and access reports for various analysis. Online information through these application results in better monitoring which further results to increase in sales volume for business in FY’11.

Reliance Infra’s Enterprise Road Mgmt System

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India’s highway network is growing rapidly, leading NHAI to rely on private players like Reliance Infrastructure to develop and maintain highways. Absence of proper monitoring tools and efficient IT has caused immense revenue loss in the past, and since there was no automated revenue audit module, discrepancy couldn’t be detected. Also, paper based processes and filing system wasted space and money. Reliance introduced ERMS system to capture data including images from the remote road sites and is connected to other service providers to give back-up in case the primary link fails. Through TMS Central Reporting Module all accidents will be reported immediately and images of accident site will be sent to the database, for which corrective measures can be taken later, to avoid future accidents. It also provides single console for managing operational activities of multiple sites. ERMS has helped Reliance Infrastructure regulate revenue loss through central monitoring of all toll plazas and has improved road safety by providing immediate emergency services.

YES Bank’s Insights 2 Engage

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To know the dealers health check, sales team required following critical information on Inquiry Generation; Inquiry Conversion and reaching the end prospective customers; and Trade Advance Request and Process Status Solution.

The bank developed an in-house CRM system, Insights 2 Engage. It provides a single interface to view all customer details and relations with the bank like demographics, financial relationships with the bank, channels and service usage for things like ATM, POS, Internet banking, etc. The solution is based on a Logi Info front-end, ASP and PL-SQL scripts, and an Oracle database as the backend data warehouse. The solution has been implemented at zero additional cost, as no additional software or hardware has been procured for this. The bank has used existing hardware and internal manpower to develop it. So far, it has been adopted by 3500+ users across 18 business units, who’re doing 4100+ searches per day, leading to significant increase in productivity.

Yes Bank’s IT Competency, Risk and Compliance Framework

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The company wanted to make IT solutions simpler, comprehensive and business focused. Transforming technology function and team to create business value through growth and transformation and be absolutely business aligned. Continually bringing down costs while moving budgets from ‘maintenance’ to growth and transformation. Partnering with businesses, business alliance partners and technology vendors to create strategic partnerships with multiplier effects while continuing to focus on core business and while doing all this, ensure seamless operations with minimal risk to business. Very high business alignment centered on Business Relationship Managers. This has resulted in ‘qualitative’ partnership between TSG and businesses at both strategic and tactical levels. CSAT scores have improved by over 25% in last 1 year. There’s been 30% reduction in overall budgets for RTB even though bank grew by 50%. Also, they can see upto 80% reduction in outstanding operational tasks and TAT/SLA improvements (problems/incidences/ service requests), and 60% reduction in basic service requests.

Shree Cement’s Operator Independent Truck Dispatch System

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Shree Cement carries out limestone mining and uses heavy moving machinery to carry limestone from mines to crusher. Shree cement was incapable to optimize the utilization of heavy machinery, which was dogged by lack of automated fuel management and lack of automatic collection, storage and analysis of data. Shree Cement implemented a mining command and control room along with GPS based truck dispatch system to carry out dynamic allocation of dumpers to excavators in real time thus reducing time lost in waiting at excavators. The entire mining time can now be monitored at central control room, where automatic alerts are installed. OITDS has benefited Shree Cements with increase in production of lime stone by using less number of dumpers / excavators. It has minimized the wastage of equipment, unnecessary traveling between mines and crusher by identifying the ideal path, thus saving fuel. Taking full usage from the existing machines saved the company from buying a new dumper, which would have cost around 3 crores.

Dr. Lal PathLabs’s Health Connect

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Though various lines of business applications helped the lab in running its business but there was limited integration between the applications. This resulted in business challenges like accurate and real time reporting, impact on desired service levels for customer, managing business growth etc. So PathLabs needed a centrally deployed secure, scalable and easy to use business solution to manage business growth across multiple geographies -a solution which is adaptable and flexible to incorporate evolving processes in a rapidly expanding organization. They required a solution that can enhance patient convenience and maintains high transaction volume with clinical precision. The path lab implemented Health Connect, an ERP for enabling the organization to automate and simplify business processes and strengthen internal control. It included integrating specialized solutions like lab information system, document management system & business analytics in combination with ERP. It provided a Point-of-Sale solution to manage patient registrations & billing for individuals and corporate clients along with day-to-day receivables management.

Municipal Corporation of Greater Mumbai’s ERP based Integrated e-Governance Solution

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MCGM was unable to have a consolidated data and the one used by Urban Local Bodies was different. Also,the service experience of citizens across the state was not uniform. These services and other civic amenities are provided by MCGM through establishments such as offices, hospitals, schools, water supply, conservancy functions, sewerage systems , crematoriums, disaster management, health care programs, sanitation and waste management, etc. MCGM deployed ERP based integrated suite of application products in 138 Urban Local bodies in Greater Mumbai, covering upto 1.18 lakhs employees of MCGM. More than 200 services and their processes have been automated under this project. The project has covered almost 70% of the functioning of Municipal Corporation of Greater Mumbai. Now, the entire information is available at a single point online and lease renewal time has been reduced by 81 % from 110 days to 20 days. Also, TAT for issuing birth/death certificates reduced from 15 days to 15 minutes without errors.

Center for Good Governance’s Electronic Payment and Application System of Scholarships

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Manual registration involving lakhs of students and maintaining a database of colleges, courses, and university is time taking and difficult.

G has implemented an online recording system of students in post matriculate courses, to avoid delays and malpractices of any sort that more or less accompany manual recording. Known as ‘Electronic Payment and Application System of Scholarships’ the project covers nearly 25 lakh students every year and will allocate 3500 crore rupees through 5 welfare departments Students studying post-matric courses falling under family income rupees 1 lakh per can avail of maintenance fee, whereas the respective colleges will get the tuition fee. This open and always accessible system allows students to apply online for scholarship and enables the college to centralize the fee structure. After the application is filled, it is verified online and the money is transferred directly to the college and the student’s account.

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