ACME opts BYOD for productivity boost

Gurgaon-based ACME Group is known for Telecom Power and Solar Power in the country. ACME Tele-power is managing telecom tower sites in India and Africa. It has 1000 field technicians across the country, who are managing the telecom tower across the country.

In december last year, ACME had bagged orders from the state-owned Power Grid Corporation India (PGCIL) worth $2.87 million. As per the one-year deal, ACME will do the planning, designing, engineering and manufacturing and supplying of the telecom passive infrastructure for PGCIL. With this growth trajectory, there were management issues in maintaining the telecom sites.

Challenges faced

There were many open tickets pending long overdue. These tickets were not closed during SLA. Open ticket was huge and company was paying huge penalty to the customers. Open ticket was due to timely attendance. None of the technicians was coming on time.
Submission of bill to the customer was around after 1 month, because field technicians were not sending the report on time. There was a huge financial loss on this concern. The company was facing tough challenge in RCA, because all data was manual and non-authentic. So maintaining the telecom site was an expensive proposition.

The Implementation

IT team at ACME  developed a mobile application for all field technicians, and the company has distributed around 1000 Tabs among technicians. To optimize the budget, ACME has opted the option of BYOD, 50% each cost is being borne by company and technicians. All technicians are paying some amount on monthly basis. After 2 years Tab will be in the name of the technicians. While implementing, adopting BYOD was a big deal, and implementing the application across geographical location was a huge task.

Project Head, Manoj Kumar
Group CIO, ACME

The Results

The project implementation brought a sea-change across the organization. There was a huge impact on productivity and financial benefits. About 5% service admin cost has been reduced because online monitoring of field technicians activity and travel;  3% profitability increased because billing cycle reduced from 30 days to 0 days; process improvement directly affect late attending call i.e penalty reduction and SLA improved. Also, productivity increased by 36%, and average each call completion time was 52 hours comparison to earlier call completion time 82 hours. Because of BYOD policy project cost was reduced by 50% only.
Since the project has shown considerable benefits at the organization in India, the management is now working towards implementing ‘Enterprise Mobility’ across the globe, and also planning to add mobility in other verticals of ACME like solar power.