1. Telecom Service Overview
DGs under AMC
Annual FSRs (nos)
Field Technicians
Service Dealers
F06
4500
62,775
200
70+
100,000+
837,000 X3
3800+
192+
F12

2. Concerns in Present System
Delays in getting details & FSRs from Pan India Network.
Hugh Manual Paper work.
Present GAPs in FSR Quality
Incomplete and inconclusive Service details
Missing Spares & consumables.
Site faults / discrepancies not captured.
Important aspect of DG values / condition not captured.
Illegible writing
Customer representative’s signatures illegible / forged etc..

3. eFSR Mission  Customer Satisfaction
1. Fast Response
Rise
Alternate Thinking
2. Better Field Service Quality
3. Effective Tracking
4. Qualitative Analysis
5. Authentication & Validation
6. Sustainability

4. eFSR –Innovative IT Tool

5. Application Details Android based Mobile application
Simple user interface – User only to select Radio button / Dropdown menu.
Available in 14 Local language.
Users/Customer’s signature to be taken directly on the touch screen.
Remarks are text fields but if technician want to enter remarks in local language then he can enter the same directly with the touch screen.
For report & analysis portal interface is provided.

6. POWEROLSUVIDHA Infrastructure
MAGIEC
Customer
M&M

7. eFSR Module Schedule / Plan Generation Attending Site & eFSR
Data .
captured
on M&M
Server .
Reports
/ Analysis
Sharing
With
Customers
Service recording through Mobile

8. Faster Response Through Reduction is processing time
Real Time Data Updation- After Submission, eFSR report & is getting updated on Mahindra PORTAL within 10 Sec.
Analysis Reports are readily available on Mahindra portal.
Critical Time Fields are getting captured through eFRS
Site Attended Time (Efsr Opening time)
eFSR save Time (Mobile)
eFSR Submit time (Submitted On Server)

9. Better Quality Of FSR Report
Reports are system generated hence Report quality is constant & Uniform.
In eFSR Following Fields are available with Pictures for validation,
Site
Hour Meter
Oil Leakage
Fuel Leakage
Condition of Radiator
Radiator Cap
Battery availability
Automation Functional
Safety Connection
DG internal / External Cleanliness
Customer representative Photograph

10. Better Quality Of FSR Report
In eFSR following fields are available to validate service,
Site Attended – Date & time
eFSR save Time
eFSR Submitted Time.
MAGIEC representative Name, Mobile Number & Signature Along with remarks
Customer representatives Name, Mobile Number & Signature along with remarks
LAT. LOG. Information – Location from Where eFSR is captured in Mobile
Spare part picture
Designation of Customer representative.

11. Key Differentiators
Develop & implement solution for DG set management : e FSR
Captures Service Quality – Report is shared with Customer for the discrepancies observed like DG w/o battery, Safety failure, PIU time high, radiator cap missing etc. Sample report for Bharti Infratel - Bihar is appended below:

12. Key Differentiators
Develop & implement solution for DG set management : e FSR
RESULT / IMPACT are under Observation for last 3 Months

13. Qualitative Authentication & Validation
LAT – LOG
Site Attended Timings
DG Hour Meter.
Component Picture
Service Authentication – Before submission of eFSR we are capturing Customer representative Designation, Name, Mobile number & Signature along with remark.

14. 9229319199 Future……. SMS Based Complaint Registration
Time Bound Escalation
SMS & Auto Mails For Complaint alert, Escalation & Closure information.
Complaint ticket reopening Facility If customer is not satisfied.
Complaint closure directly through site by eFSR submission.

15. Comp. Registration on Portal.
eCONNECT
Data Submitted To Suvidha Portal
Text SMS to
Acknowledgement SMS with Ticket Number
Closure confirmation
Plane Pre-Formatted Complaint SMS or
e-CONNECT mobile application
No call centre Involved – System Generated Complaint registration & response to customer
Status Updation
Call Closure – Directly from customer site. (Mobile Device)
After Submission of eFSR for respective Engine – Call will get closed.
Complaint closure
Comp. Registration on Portal.
Time Bound Auto escalations – MAIL & SMS in case of Failure in Closure
e- COMPLAINT 15

16. Key Differentiators e Connect - Complaint Management Effects:
Pilot Launch at Haryana Circle on 26th Nov’12
SLA Tracking through e Complaint Management is appended below:
Launch Plan in Rajasthan, Gujarat & UP West in 29thJan’13

17. Thank You!