How i4T Transformed Service Delivery with Sangam CRM
i4T, a versatile technology partner specializing in industries like FMCG, Retail, QSR (Quick Service Restaurants), and Smart Buildings, faced several challenges in managing their service delivery and maintaining operational efficiency. They provide comprehensive services including store, office, and warehouse IT solutions to clients like McDonald’s, Pizza Hut, and Burger King. Before implementing Sangam CRM, the key challenges included
Information Technology & Services
Thane
Manage Service Delivery
Challenges faced by i4T
- Lack of Centralized Platform: i4T faced challenges in managing tickets originating from multiple sources, including direct requests, emails, and client portals. The absence of a unified system led to scattered ticket data, making it difficult to centralize operations, monitor ticket statuses, track resolution times, and manage service-level agreements (SLAs) efficiently across brands and stores.
- Ticket Allocation Process: Assigning tickets to the right team or engineer was inconsistent and time-consuming, leading to delays in addressing critical issues and impacting overall service efficiency.
- Ticket Tracking Difficulties: Monitoring ticket statuses and pending durations was cumbersome, leading to delays in issue resolution.
- SLA Management Issues: Meeting service-level agreements was problematic due to the lack of real-time SLA tracking and escalation protocols.
- Brand-Specific Ticketing Problems: Different brands had distinct workflows and SLAs, complicating ticket management and prioritization.
- Team Expense Management: Tracking and managing team expenses for service visits was manual, leading to inefficiencies.
- Maintenance and NSO Activities: Managing maintenance schedules and new store openings (NSO) lacked structure and visibility.
- ETA Communication: Informing clients about engineer arrival times was manual, and engineers sometimes reached out directly without notifying the client.
- Call Team Performance Monitoring: Calls were made, but there was no call analysis or a unified dashboard to monitor performance.
Impact of These Challenges
Delayed Ticket Resolutions and Missed SLAs – Slower ticket resolutions resulted in missed service deadlines and dissatisfied clients.
Delayed Operations – Manual processes for managing maintenance, new store setups, and expenses caused delays.
Brand-Specific Ticketing – Each brand had its workflows and SLAs, making it harder to manage and prioritize tickets efficiently, leading to delays.
Lack of Performance Monitoring – No clear way to track call performance and team productivity, reducing accountability.
Solution
To address these challenges, i4T implemented Sangam CRM, which offered a comprehensive suite of solutions:
- Centralized Ticket Management: Tickets from multiple sources were consolidated, enabling efficient tracking and resolution.
- Ticket Auto Allocation System: The CRM’s automated ticket allocation system ensured tickets were assigned to the appropriate team or engineer based on availability, expertise, and location. This minimized delays and improved efficiency.
- Brand-Specific SLA Workflows: Customized workflows ensured that each brand’s SLAs were precisely met, supported by automated escalation protocols.
- Project Management for New Store Openings & Maintenance: Streamlined NSO activities with day-wise task tracking and milestone monitoring.
- Power BI Integration: Real-time dashboards provided actionable insights into ticket status, SLA compliance, and team performance.
- Ticket Prioritization by Location: Enabled prioritization of tickets based on store location and urgency, ensuring swift issue resolution.
- ETA Notifications: Automated communication of engineer arrival times improved client satisfaction.
- Call Performance Dashboard: A live dashboard for call performance allowed for real-time monitoring and improved team accountability.
Results
By leveraging Sangam CRM, i4T achieved the following outcomes:
- Enhanced Efficiency: Faster response times, improved ticket tracking, and optimized ticket allocation processes led to better service delivery.
- Improved SLA Compliance: Streamlined workflows led to better SLA adherence and higher customer satisfaction.
- Real-Time Insights: Managers gained valuable data-driven insights for informed decision-making.
- Better Team Collaboration: Multi-level user access improved coordination and accountability.
- Efficient Project Management: NSO activities were executed seamlessly, ensuring timely store openings.
- Increased Agent Performance: Call team productivity improved with performance dashboards.
Conclusion
With Sangam CRM, i4T revolutionized its service delivery process, addressing long-standing inefficiencies and achieving measurable improvements. Today, i4T continues to deliver exceptional IT and technical support to its prestigious clientele, ensuring reliability and client satisfaction.
