Abhi Technologies wanted to break the barriers of the geographical limitation to reach to its customers. Also to expand the business, They were looking for some innovative ideas which could help them to spread the business across the globe without much investment and deployment of manpower.
The nature of Abhi’s business is to provide technical support and resolve IT related issues to various segments like Government Departments, Educational Institutes, Banks, MNCs, MLCs, Manufacturing Industries, etc. The challenges they were facing was to expand our business by increasing the customer base. In business like Abhi’s, the service has to be delivered at the doorstep. So there is a geographical limitation. Before starting this project, Abhi’s were able to cater its local customers. To capture the market of nearby city or town, they employed some more engineers that helped them to increase their revenue. But the challenge remained the same. It couldn’t capture the market pan India or worldwide.
To implement this project, all Abhi needed were few servers for database, storage, web, domain, messaging, etc. along with fastest network bandwidth and some required software tools. The company had segregated the project into two phases. In the first phase, they have planned in such a way, so that their investment should not be more and choose the technology that is economical and readily available. And they found the way. The main software tool that required for this.
This innovation (RTS) has shown a direct impact on the business. Abhi got benefits in multi-ways. The benefits that it had desired post- deployment has fulfilled beyond our expectations. Here are some of them; We are able to provide online services now. Now our engineers can handle more calls per day compare to offline support and restrict visiting client’s site.
Significant reduction on travelling expenses incurred on in-person visit by engineers.
Complaints are being resolved in single attempt. If the respective engineer is not able to handle the client’s complaint after a certain stage, he or she can escalate the matter immediately to his/her seniors available during the shift. And the expert seniors can take care of the issue and resolve instantly.
Engineers are now able to work on shift basis. Earlier, we needed more engineers to handle the regular complaints. Now with the deployment of this project, we are required almost half of the team. For the balance half of the team, we had started another shift. This helped us to increase our business revenue. Service engineers, after implementing this project, has started working from home when they are on leave. They are even working after office hours from their home to make extra money.
“The idea behind the project was to provide the service support to our customers “globally” project is an integral part of Windows OS. So, the major investment on Application development has drastically come down.”
ABHIJIT CHATTERJEE, CIO, Abhi Tehnologies