Service TAT giving you grief?

Success story

Here is a summary of a client success story that leveraged the power of Artificial Intelligence (AI) to help them get answers from their data and enable them to take control.

Client

1. UTL Solar, a Delhi-based B2C Electronics company
2. Their Service department receives Repair / Service requests across the country
3. High TAT (Turn-Around-Time) affecting resource utilization (people, inventory, cash-flow), logistics, training and brand

Pain points

They were facing too many problems in service and were not able to find what has to be done to improve our service.

• Which service engineer is doing how much complaints?
• At what time?
• Is he starting his work at 11 or before 11?
• What area is the most problematic area?
• Which component is the most required component?
• Which issue is the biggest issue?

Answers

1. Look at the Right-side JF Insights snippet, they can quickly focus on areas of improvement
2. They could filter by state, city, product and time
3. JF Insights helped them identify the engineers that have a high number of open requests AND high TAT across products, engineers and areas/city
4. Reduced bias in assessing high performing engineers

Key Take-aways

• Within 6 months: Service TAT reduced from 7.8 to 1.6 (75% reduction)
• Improved service level for clients
• Better control on resources across people, inventory, and cash-flow

AI is a powerful enabler!

Insights that used to take days and weeks, can be done in minutes and hours now.